Product Owner - Contact Center

Join the People Helping People

Velera 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.

The Opportunity

The Product Owner oversees the product backlog of existing and future features; fully driving all associated SDLC activities, specifically for the Contact Center - desktop IVR/IVA. This high impact role is the primary person responsible for identifying, quantifying and communicating the product vision associated with their subject matter and ensuring that the voice of the customer is captured in relation to development through technology teams. The incumbent develops product release forecasts, product alignment, and resource forecasts. By using an Agile approach, they understand and communicate market research, competitive analysis, and partner to create comprehensive product direction that ensures strategic plans are focused on the highest value yield for VELERA stakeholders and member owners. This position also involves developing and communicating product roadmaps to technology teams.

The ideal candidate will be a subject-matter expert in their domain, a thought leader with a deep understanding of their product suite, someone skilled in synthesizing information and adept at facilitation and presentation.

Day in the Life

• Work with Product Managers, key stakeholders and leadership to communicate and deliver the product vision in alignment to the product strategic direction. Understand and drive business value with the delivery team.

• Creating and clearly communicating Product Backlog items, incorporate feature requests into the product roadmap and conduct road mapping sessions for use in the tactical implementation of the roadmap. Accountable for maximizing the value of the Product resulting from the work of the team

• Creates, maintains, prioritizes, and sequences the product backlog based on the business value or ROI to maximize value. Determines and schedules user stories into sprints, develops the product burn down and release forecast plan. Accountable for effective Product Backlog Management

• Interview end users, member-owners and stakeholders to define and refine business needs through requirements gathering and analysis to define the product backlog and feasibility. Represents the needs of stakeholders to the technology teams.

• Develop and define acceptance criteria from epics and features granular enough for delivery teams to understand, size and deliver and set the highest standard of quality in the product delivery.

• Participates in planning, daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos and other Agile related meetings. 

• Engage with Product leadership, Stakeholders, and Senior Leadership to communicate and promote transparency of the product roadmaps and forecasts, direction and changes; ensure project align to short-term and long-term product development strategy and objectives. Effectively prioritize and resolve project issues; provide insight and direction during complex product development projects.

• Ensure projects are completed within established time and budget schedules, and steers the project to ensure delivery of business value. Ensure assigned projects follow VELERA project management standards, utilizing Agile, Waterfall and other methodologies as required.

• Assist Product Management Leaders in analyzing the business processes for inefficiencies and make recommendations for solutions or improvements.

• Contribute to refinement of Agile Methodology and other methodologies based on results and feedback to continuously improvement product and process outcomes. 

• Interface with cross functional groups to communicate and ensure successful project deliverables and manage expectations responsibly. Strong verbal and written communication skills that non-technical end users can understand.

• Mentor and lead team members and work collaboratively; participates proactively and constantly in team activities with a focus on building a trusting and safe environment in partnership with the Scrum Master.

• Partners with the Scrum Master in coaching the development team in self-organization and cross-functionality to build higher levels of team maturity in order to deliver high value products at a pace that is sustainable and comfortable for the team and organization. Supports the Scrum Master role in a collaborative, positive and servant leadership style whenever possible and leading by example.

• Serve as a key consultant within the various business, vendors, product development, project and technology units in order to maximize knowledge base and identify all opportunities. Develop strong working relationship, partnerships and ability to communicate at all levels of the organization improving transparency.

• Proactively develop and maintain knowledge in specialized area(s); remain up-to-date on current trends and best practices. Ensure continuity of services by serving as a subject matter expert on business functionality and impact of system changes on multiple product platforms. 

• Represent VELERA at conferences, tradeshows, and vendor negotiations that impact the development of new products and solutions, as assigned

• Performs other related duties and projects as requested by management

Qualifications

• Bachelor’s degree in Business Management, Technology, or related experience preferred.

• Established background in launching software or services in partnership with engineering teams and high degree of proficiency in prototyping, iterative development, and understanding of Agile principles.

• Seven (7) years of product management and/or business analysis experience required, with 2-5 years focus in a contact center environment. 

• Experience with the financial, credit union industry and core or account processing required. 

• Contact Center specific applications - AppDev, telephony, IVR/IVA

• Certification: CSPO, CSM, CAL, SAFe or other related Agile certifications preferred. 

About Velera

At 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.

Pay Equity

Actual Pay will be adjusted based on experience and other job-related 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

Velera 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.

Velera 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.

Velera 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@velera.com for assistance.