Contact Center Commercial Performance Manager

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 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. 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. Education 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 Knowledge, Skills & Abilities Strong understanding of financial analysis, budgeting, forecasting, business performance mana