Director, Customer Engagement Center

FANNIE MAE

Reston, VA, US
Base: $175,000-$239,000; bonus/equity: eligible fo...
Hybrid
8 years of leadership experience
Senior leadership managing contact centers
Ai-enabled service operations strategy
This role offers the flexibility to make each day your own while working alongside a caring team to deliver on essential responsibilities

Job Summary

  • This role offers the flexibility to make each day your own while working alongside a caring team to deliver on essential responsibilities.
  • The successful candidate will drive an AI-first contact center strategy that increases automation while preserving high-quality human support for complex interactions.
  • Fannie Mae is committed to providing reasonable accommodations and a comprehensive benefits package including health, life, and voluntary lifestyle perks.

Matching Summary

This role offers the flexibility to make each day your own while working alongside a caring team to deliver on essential responsibilities.

Salary

Base: $175,000-$239,000; Bonus/Equity: Eligible for incentive program; Benefits: Comprehensive health, life, and lifestyle perks

Skills & Requirements

Must-have

  • 8 years of leadership experience
  • Senior leadership managing contact centers
  • AI-enabled service operations strategy
  • Managing hybrid service delivery models
  • Enterprise-scale transformation leadership
  • ServiceNow platform experience

Nice-to-have

  • Regulated environment leadership experience
  • Vendor relationship and SLA management
  • Customer journey improvement expertise
  • Platform modernization background
  • Curiosity in applying new technologies

Key Requirements

  • Bachelor's degree required
  • Master's level degree preferred
  • Active Directory and AWS knowledge
  • Cybersecurity analysis skills
  • Data analysis interpretation capabilities

Work Rights

Not specified

Tailored Resume

Cover Letter