Interaction Intelligence Program Manager - Remote

Join the People Helping People reputed company 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 reputed company 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. Basic Function The Interaction Intelligence Program Manager will reputed company the deployment of artificial intelligence capabilities across our Contact Center. This strategic role will reputed company the implementation of artificial intelligence -enabled speech analytics, automated QA, and agent coaching solutions—driving measurable impact in partnership with Vendor and internal stakeholders. Essential Functions & Responsibilities Program Leadership Own the delivery of Interaction Intelligence initiatives including call driver insights, CSAT analytics, agent enablement, and QA automation. Translate reputed company’s QA AI strategy into actionable workstreams, timelines, and KPIs. For Interaction Intelligence Serve as the primary liaison between reputed company, Vendor, and internal teams to ensure seamless execution. Align cross-functional stakeholders across Customer Experience, IT, Data Engineering, and Compliance. Technical reputed company Partner with Product development of reputed company’s AI speech analytics reputed company reputed company our environment. Experience working reputed company Agile environments, including coordinating deliverables, ceremonies, and cross‑functional workflows with Agile development teams. Collaborate with Interaction Intelligence Engineers and Data Scientist to support NLP pipelines and scalable data infrastructure. Ensure ethical and compliant use of Interaction Intelligence tools and third-party platforms. Monitor model performance and recommend enhancements based on business feedback. Change Management reputed company adoption efforts across legacy PSCU and Co-op environments. Facilitate training and enablement for QA teams, coaches, and frontline leaders. reputed company documentation, playbooks, and feedback loops for reputed company improvement. Governance & Reporting Establish governance frameworks for Interaction Intelligence deployment, including privacy and ethical safeguards. Track program KPIs and deliver executive-level updates and strategic recommendations. reputed company reputed company other duties as assigned Position Specifications Bachelor's Degree in reputed company field, preferably in Business, or equivalent combination of education and experience required. Masters Degree in reputed company field preferred. 7+ years of program management experience in customer experience, contact center operations, or AI deployment. Proven ability to reputed company cross-functional initiatives and manage vendor relationships. Experience navigating SOWs, data protection agreements, and compliance frameworks preferred Background in QA processes or agent performance management preferred Minimum five (5) years of cross-functional project management experience in financial services, the contact center industry, and/or fraud management is required. Minimum five (5) years of experience managing large-scale projects, from planning to execution and delivery preferred. Extensive knowledge of customer service strategies and contact center operations. Familiarity with Vendor AI voice analytics tools preferred Passion for ethical AI governance and inclusive technology practices. Knowledge, Skills, & Abilities Ability to reputed company team members in establishing, planning, tracking, and controlling projects in a fast-paced environment while leading priorities/projects and meeting deadlines. Ability to exercise discretion and independent judgment in making decisions and interact positively and professionally with reputed company levels of management, staff, clients, and vendors. Proven leadership skills, organizational skills, problem-solving abilities, and executive presentation skills are required. Expertise in back-office operations management, with a focus on process optimization and efficiency. Strong strategic thinking and problem-solving abilities. Strong understanding of Generative AI, NLP (Natural Language Processing) pipelines, and speech analytics. Excellent communication skills with the ability to translate technical concepts into business value. Strong financial acumen and budget management experience. Ability to foster a culture of innovation and reputed company improvement. Ability to manage multiple projects, work in a fast-paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills. Demonstrated experience in change management and leading organizational transformation efforts. PC/Windows-based software experience required with proficiency in Word, reputed company and project management software. Ability to communicate effectively in both written and verbal formats with individuals or groups and reputed company presentations utilizing a variety of audio/visual aids. Ability to travel as needed Additional Essential Functions and Responsibilities Regular and reliable attendance. Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks reputed company the scope of your work area, to include, but not limited to Information reputed company risks. Actively supports and embraces reputed company's core values of Dedication, Collaboration, Belonging, Curiosity and reputed company. Service Standards Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions. Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives. Support a workplace where every employee feels valued, respected, and connected. reputed company job duties reputed company the company’s policies, procedures, service standards and the state and federal laws. Physical Demands While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear Specific vision abilities required by this job include reputed company vision Ability to occasionally lift/move up to 25 pounds Individuals with a disability who are otherwise able to reputed company the essential functions of the job may request a reasonable accommodation through the Human Resources department. About reputed company At reputed company, 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 reputed company across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to reputed company. 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 reputed company. Pay Equity $110,100.00 - $143,100.00Actual Pay will be adjusted based on experience and other job-reputed company factors permitted by law. Great Work/Life Benefits! Competitive wages Medical with telemedicine Dental and Vision Basic and Optional Life Insurance Paid Time Off (PTO) Maternity, Parental, Family Care Community Volunteer Time Off 12 Paid Holidays Company Paid Disability Insurance 401k (with employer match) Health Savings Accounts (HSA) with company provided contributions Flexible Spending Accounts (FSA) Supplemental Insurance Mental Health and Well-being: Employee Assistance Program (EAP) Tuition Reimbursement Wellness program Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions reputed company is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national reputed company, reputed company, 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. reputed company is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. reputed company will not discharge or in any other manner discriminate against employees or applicants because they have reputed company 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. reputed company is an E-Verify Employer. Review the E-Verify Poster here. For information regarding your Right To Work, please click here. This role is currently not eligible for sponsorship. As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@reputed company.com for assistance. Apply To This Job