{"id":2287172,"url":"https://alion.io/job/velera-sr-contact-center-performance-development-designer-remote","title":"Sr Contact Center Performance Development Designer - Remote","company":{"id":4401,"name":"Velera","domain":"velera.com","url":"https://alion.io/company/velera","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":60500,"max":77100,"currency":"USD","period":"year","gross":null,"usd_annual":77100},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-11T12:27:15Z","employer_posted_date":null,"last_verified_at":"2026-10-11T12:27:15Z","board_verified":false,"closed_at":null,"days_open":9,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":9},"description":"Join the People Helping PeopleVelera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.\n\nThe Opportunity:\nThe Senior CC Performance Development Designer assists the Strategic Leader of Development with creating content that encourages continued learning and measured performance improvement. We are seeking a dynamic and innovative Contact Center Operations Performance Improvement Designer to join our team. The primary responsibility of this role is to identify knowledge gaps within the operations team and design, develop, and implement impactful and measurable training solutions. Incumbent will assist with the supervision of staff to ensure that company standards are met, and the company policies and procedures are followed while ensuring customer satisfaction. The incumbent will be directly involved with management to deliver coaching and counseling to representatives. The ideal candidate will have a strong background in adult learning instructional design, a keen understanding of operational processes, and a passion for driving employee development and operational excellence.\n\nDay in the Life:\n\nCollaborate with subject matter experts (SMEs) to gather and analyze content requirements, ensuring the accuracy and relevance of training materials.\n\nUtilize various instructional design methodologies to create impactful learning experiences that cater to diverse learning styles and needs.\n\nDesign and develop engaging and effective training programs, including gaming modules, instructor-led training, and self-paced learning resources.\n\nUnderstand ratio of daily work volumes and adjust priorities with staff as needed to meet daily and monthly service level goals.\n\nWork with leadership to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team; facilitate ongoing process improvements.\n\nDevelop and implement training strategies that align with business goals, aiming to enhance employee performance and operational efficiency.\n\nUtilize operation reports to gauge effectiveness of learning solutions and identify areas for improvement, ensuring that training solutions are impactful and measurable.\n\nCreate user-friendly job aids and reference guides to support ongoing employee development and performance improvement.\n\nPartner with supervisors to strengthen employee performance, to include coaching, communicating employee progress toward goals, and report observable behavior patterns to supervisor.\n\nTrack and document Representative performance, and provide feedback on daily work, service levels, and applicable performance metrics.\n\nInspire and build team commitment by recognizing, rewarding, and encouraging successful performance through ongoing monitoring and hands on coaching.\n\nReview Representative errors and conduct call calibrations to provide feedback and coaching.\n\nFoster a culture of continuous learning and development by providing coaching, mentoring, and support to employees to encourage employee retention.\n\nCommunicate effectively with stakeholders to gather feedback, share progress, obtain buy-on, and implement necessary changes to training initiatives.\n\nAssist leadership and supporting departments to utilize the learning platform reports to gain insight into their team’s performance.\n\nHold demonstrations of the learning platform and reporting data.\n\nProvide input to supervisors for representative’s quarterly performance review and participate in the quarterly review process when needed.\n\nLeverage record management system to archive and track training programs.\n\nPerform other duties as assigned.\n\nEducation:\nHigh School Diploma or G.E.D. required. \n\nDegree in Instructional Design, Education, Training and Development, or a related field preferred\n\nCertification in instructional design or related field is a plus.\n\nExperience:\nMinimum three (3) years customer service required; preferably in the credit card/bill pay/branch services/lending industry.\n\nStrong design experience required.\n\nProven experience in designing curriculum, preferably within an operational or corporate setting.\n\nKnowledge, Skills, & Abilities:\nGood verbal communication skills.\n\nStrong written skills.\n\nAnalytical and problem-solving abilities.\n\nAbility to work independently and collaboratively in a diverse environment.\n\nAbility to manage multiple projects, work in fast-paced environment, and meet deadlines\n\nDemonstrated excellent analytical and quantitative skills\n\nStrong understanding of adult learning principles and instructional design methodologies.\n\nProficiency in e-learning authoring or gaming tools (e.g., Articulate, Captivate or Lemonade)\n\nExcellent project management skills with the ability to manage multiple projects simultaneously.\n\nAdditional Essential Functions and Responsibilities:\n\nRegular and reliable attendance.\n\nResponsible for reporting risks that are identified to the appropriate team and/or management.\n\nAdditionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.\n\nActively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.\n\nService Standards: \nResponsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions.\n\nDemonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.\n\nSupport a workplace where every employee feels valued, respected, and connected.\n\nPerform job duties within the company’s policies, procedures, service standards and the state and federal laws.\n\nPhysical Demands:\n\nWhile performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear\n\nSpecific vision abilities required by this job include close vision\n\nAbility to occasionally lift/move up to 25 pounds\n\nIndividuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.\n\nAbout Velera\nAt Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.\nPay Equity$60,500.00 - $77,100.00Actual Pay will be adjusted based on experience and other job-related factors permitted by law.\nGreat Work/Life Benefits!\nCompetitive wages\n\nMedical with telemedicine\n\nDental and Vision\n\nBasic and Optional Life Insurance\n\nPaid Time Off (PTO)\n\nMaternity, Parental, Family Care\n\nCommunity Volunteer Time Off\n\n12 Paid Holidays\n\nCompany Paid Disability Insurance\n\n401k (with employer match)\n\nHealth Savings Accounts (HSA) with company provided contributions\n\nFlexible Spending Accounts (FSA)\n\nSupplemental Insurance\n\nMental Health and Well-being: Employee Assistance Program (EAP)\n\nTuition Reimbursement\n\nWellness program\n\nBenefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions\n\nVelera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.\nVelera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following \"EEO is the Law\" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.\nVelera is an E-Verify Employer. Review the E-Verify Poster here. For information regarding your Right To Work, please click here.\nThis role is currently not eligible for sponsorship.\nAs an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at for assistance.\nOriginally posted on Himalayas","description_format":"text","description_chars":9572,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Continuous learning","Equity","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Financial Software & Embedded Finance","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-11T14:28:00Z"}],"visa":[],"liveness":{"score":82,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.816,"p_room":1,"age_days":8,"expected_fill_days":30,"reasons":["seen:8","velocity","win:early"],"computed_at":"2026-10-20T05:45:00Z"},"pay":{"stated_usd_annual":77100,"is_top_pay":false},"html_url":"https://alion.io/job/velera-sr-contact-center-performance-development-designer-remote","json_url":"https://alion.io/job/velera-sr-contact-center-performance-development-designer-remote.json","meta":{"generated_at":"2026-10-21T01:55:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2920,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4401},"rest":"https://alion.io/mcp/rest/get_company?id=4401"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvelera-sr-contact-center-performance-development-designer-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvelera-sr-contact-center-performance-development-designer-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvelera-sr-contact-center-performance-development-designer-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/velera-sr-contact-center-performance-development-designer-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvelera-sr-contact-center-performance-development-designer-remote"}]}