Interaction Intelligence Program Manager - Remote

Overview

The Interaction Intelligence Program Manager will lead the deployment of artificial intelligence capabilities across our Contact Center, overseeing the implementation of AI-enabled solutions to drive measurable impact.

In Short

• Lead deployment of AI capabilities in the Contact Center.
• Oversee implementation of speech analytics and automated QA solutions.
• Serve as liaison between Velera, vendors, and internal teams.
• Align cross-functional stakeholders across various departments.
• Monitor AI model performance and recommend enhancements.
• Facilitate training for QA teams and frontline leaders.
• Establish governance frameworks for AI deployment.
• Track program KPIs and deliver executive-level updates.
• Manage large-scale projects from planning to execution.
• Promote ethical AI governance and inclusive technology practices.

Requirements

• Bachelor's Degree in a related field; Master's preferred.
• 7+ years of program management experience.
• Experience in customer experience or contact center operations.
• Proven leadership and vendor management skills.
• Knowledge of QA processes and agent performance management.
• Strong understanding of NLP and speech analytics.
• Excellent communication and presentation skills.
• Ability to manage multiple projects in a fast-paced environment.
• Experience in change management.
• Proficiency in project management software.

Benefits

• Competitive wages.
• Medical, dental, and vision insurance.
• Paid Time Off (PTO) and holidays.
• 401k with employer match.
• Tuition reimbursement.
• Mental health and well-being programs.
• Flexible working environment.
• Community volunteer time off.
• Company paid disability insurance.
• Wellness program.