Contact Center Commercial Performance Manager at Velera in Remote-USA
- Company: Velera
- Location: Remote-USA
- Posted: Sep 20, 2026
- Type: Full-time
- Salary: $75,800.00 - $96,700.00
- Experience: 7+ years
Overview
The Contact Center Commercial Performance Manager serves as a strategic business partner and primary analytical resource for Contact Center service economics, profitability analysis, service model design, and pricing evaluations.
Job description
- The Contact Center Commercial Performance Manager serves as a strategic business partner and primary analytical resource for Contact Center service economics, profitability analysis, service model design, and pricing evaluations.
- This role is responsible for analyzing the financial, operational, and commercial performance of the Contact Center business; supporting financial planning, forecasting, profitability management, business performance reporting, and commercial decision-making; and developing financial and service economics models that support Contact Center offerings, client solutions, and commercial structures.
- Working closely with Contact Center leadership, Finance, Commercial Operations, Contracts & Billing, Proposal Support, and Service Delivery teams, the position provides data-driven insights, pricing recommendations, profitability assessments, and business case analysis to optimize operational efficiency, support sustainable growth, improve financial performance, and ensure alignment between service offerings, operational execution, and organizational objectives.
Responsibilities
- Day in the Life
- Service Economics & Commercial Analysis
- Develop and maintain service economics models that support decision-making across Contact Center operations and commercial activities.
- Analyze service utilization, staffing models, operational performance, and cost structures to identify optimization opportunities.
- Support commercial evaluations for client opportunities, renewals, service modifications, and contract changes through financial and operational analysis.
- Partner with Contracts & Billing teams to evaluate financial implications of contractual arrangements and service models.
- Monitor profitability trends, service performance, and revenue realization to identify risks and opportunities.
- Assist in development and maintenance of commercial and financial reporting related to service offerings, margins, and operational performance.
- Business Performance & Financial Analysis
- Support development of annual operating plans, forecasts, and long-range financial projections.
- Analyze monthly financial performance, identify drivers of variances, and communicate impacts to leadership.
- Develop financial models and scenario analyses to evaluate operational initiatives, strategic investments, and business opportunities.
- Perform profitability, contribution margin, and cost-to-serve analyses across Contact Center products and services.
- Support business case development for new offerings, technology investments, automation initiatives, and operational enhancements.
- Evaluate financial and operational impacts of changing business conditions and provide recommendations to leadership.
- Performance Intelligence & Analytics
- Assist with the development of annual operating plans, forecasts, and long-range financial projections in partnership with business and finance teams.
- Support the analysis of monthly financial performance, helping identify key variance drivers and summarize impacts for leadership review.
- Contributes to financial modeling and scenario analysis efforts to assess operational initiatives, strategic investments, and business opportunities.
- Partner with cross-functional stakeholders to support profitability, contribution margin, and cost-to-serve analyses across Contact Center products and services.
- Provide analytical support for business case development related to new offerings, technology investments, automation initiatives, and operational enhancements.
- Assist in evaluating the financial and operational impacts of changing business conditions and help develop recommendations for leadership consideration.
- Strategic Partnership & Continuous Improvement
- Collaborate with Finance, Operations, Commercial Operations, Sales Support, and leadership teams to improve business processes, reporting capabilities, and decision-making.
- Support process improvement initiatives that enhance efficiency, profitability, reporting accuracy, and business transparency.
- Identify performance risks, operational challenges, and improvement opportunities and provide data-driven recommendations.
- Serve as a trusted analytical advisor to leadership by providing objective financial and operational insight.
- Perform other duties as assigned.
Requirements
- Bachelor’s degree in finance, Accounting, Economics, Business Administration, Data Analytics, Mathematics, or equivalent combination of education and experience required.
- Advanced degree or professional certification preferred
- Experience
- Five to seven years of experience in financial analysis, business performance management, operational analytics, commercial finance, or related disciplines.
- Experience supporting pricing, forecasting, profitability analysis, or financial performance management.
- Experience developing complex financial models and analytical frameworks.
- Experience working with large datasets and business intelligence tools.
- Experience supporting service-based, contact center, BPO, financial services, SaaS, or recurring revenue business models strongly preferred.
- Experience with operational performance reporting and KPI management preferred.
- Advanced Microsoft Excel skills required.
- Experience with Power BI, Tableau, Qlik, or similar visualization platforms preferred
- Strong understanding of financial analysis, budgeting, forecasting, business performance management, profitability analysis, and cost-to-serve methodologies.
- Ability to connect operational metrics to financial outcomes and business performance.
- Strong analytical and problem-solving skills with the ability to synthesize complex data into actionable insights.
- Understanding of contact center operations, workforce economics, service delivery models, and performance drivers.
- Ability to evaluate business opportunities and provide objective recommendations based on financial and operational impacts.
- Strong communication skills with the ability to present findings and recommendations to technical and non-technical audiences.
- Ability to manage multiple priorities while maintaining a high degree of quality and accuracy.
- Strong collaboration and relationship-building skills across all organizational levels.
- Advanced proficiency in Microsoft Excel, Power BI, PowerPoint, and other analytical tools.
- Demonstrates curiosity, business acumen, strategic thinking, and a continuous improvement mindset
Skills
Required
- Advanced Microsoft Excel
- Financial analysis
- Budgeting
- Forecasting
- Business performance management
- Profitability analysis
- Cost-to-serve methodologies
- Analytical and problem-solving skills
- Communication skills
- Ability to manage multiple priorities
Preferred
- Power BI
- Tableau
- Qlik
- Operational performance reporting
- KPI management
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
- $75,800.00 - $96,700.00
- Actual Pay will be adjusted based on experience and other job-related factors permitted by law.
About Velera
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. 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. Your voice. Our velocity. Shaping a new era together. At Velera, the nation’s premier payments credit union service organization (CUSO) and an integrated financial technology solutions provider, you’ll be part of a team committed to the long-term growth and success of financial institutions, our employees and our industry. United by Purpose Our employees are united by a people‑helping‑people purpose that guides how we show up every day. A culture rooted in taking ownership and doing what’s right has fostered long‑term dedication and earned Velera recognition for both our inclusive culture and commitment to excellence. Your Story Shapes Our Culture Connection and recognition are core to who we are. We cultivate inclusion, celebrate employees who live our values and create meaningful opportunities for engagement that build strong relationships and a true sense of belonging across our teams. Remote by Design Our remote-first culture is built for collaboration, flexibility and connection – bringing people together in person when it matters. Flexible time off and healthy working norms support wellbeing and psychological safety, while integrity-driven leadership empowers you to do your best work. Strength in Stability With more than 40 years of fintech innovation, Velera offers the stability of a trusted legacy with the momentum of forward‑thinking solutions. We enable thousands of financial institutions and the communities they serve through secure, leading-edge technology and partnership. Explore velera.com to learn more about how Velera is advancing our purpose of accelerating partners’ success through innovative financial technology and inspired service.