Velera Benefits Overview

Lead contact center transformation and modernization efforts, owning strategy, roadmaps, vendor and technology selection, governance, metrics, and execution. Manage cross-functional teams to implement IVA, automation, analytics, and human-centered experience improvements, ensuring compliance, measurable ROI, and operational sustainment while presenting outcomes to executives.

Collect, validate, analyze, and report marketing performance data across channels. Maintain dashboards and recurring reports, monitor KPIs, investigate anomalies, perform exploratory analyses, create presentation-ready visualizations and narratives, support tagging/tracking and attribution, partner cross-functionally, and document metrics and workflows.

Lead a team delivering payments and market research, client sentiment and engagement insights, RFP/due diligence support, competitive intelligence, and analyst relations. Partner with Growth, Product, Marketing, and executives to turn data into strategic actions, manage client feedback and KRIs, and support sales and product initiatives to drive satisfaction, NPS, and business improvements.