Director, Customer Engagement Center

FANNIE MAE

Reston, VA, US
Base: 175,000-239,000; bonus/equity: not specified...
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Ai-first contact center strategy
End-to-end operating model ownership
Service delivery across multiple models
** Fannie Mae is seeking a Director for its Customer Engagement Center, responsible for leading the operational model and driving an AI-first strategy for customer service. The ideal candidate will have extensive experience in managing large contact centers, focusing on both digital and voice channels to enhance customer experience. **

Job Summary

  • Play an essential role in the U.S. economy by fueling purpose-driven innovation that expands access to homeownership and affordable rental housing.
  • Own the end-to-end Customer Engagement Center operating model, including organizational design, leadership structure, and performance management.
  • Deliver service outcomes across voice and digital channels, including service levels, quality, customer experience, productivity, and cost-to-serve.

Matching Summary

Match Score: 75

** Fannie Mae is seeking a Director for its Customer Engagement Center, responsible for leading the operational model and driving an AI-first strategy for customer service. The ideal candidate will have extensive experience in managing large contact centers, focusing on both digital and voice channels to enhance customer experience. **

Salary

Base: 175,000-239,000; Bonus/Equity: Not specified; Benefits: Comprehensive benefits package

Skills & Requirements

Must-have

  • AI-first contact center strategy
  • End-to-end operating model ownership
  • Service delivery across multiple models
  • Performance management and metrics
  • Leadership development and bench building

Nice-to-have

  • Improving customer journeys
  • Agent productivity through automation
  • Vendor relationship management
  • Platform modernization

Key Requirements

  • 8 years of experience
  • Bachelor's degree
  • Senior leadership experience
  • Managing large, complex contact centers
  • Experience leading AI-enabled service operations
  • Experience managing multiple service delivery models
  • Enterprise-scale transformation experience
  • ServiceNow experience

Work Rights

Not specified

Tailored Resume

Cover Letter