Director, Customer Engagement Center
Share
Job Location:
Reston, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Playing an essential role in the U.S. economy Fannie Mae is foundational to housing finance. Here your expertise can help fuel purpose-driven innovation that expands access to homeownership and affordable rental housing across the country. Join Fannie Mae to grow your career and help people find a place to call home.
Job Description
THE IMPACT YOU WILL MAKE
TheDirector Customer Engagement Centerrole will offer you the flexibility to make each day your own while working alongside people who care so that you can deliver on the following responsibilities:
- Own the end-to-end Customer Engagement Center operating model including organizational design leadership structure and performance management.
- Lead and develop senior leaders and managers; build a strong leadership bench capable of operating at scale.
- Drive an AI-first contact center strategy that increases automation and resolution while preserving high-quality human support for complex interactions.
- Deliver service outcomes across voice and digital channels including service levels quality customer experience productivity and cost-to-serve.
- Govern service delivery across insourced outsourced and hybrid models including vendor performance and accountability.
- Establish metrics operating rhythms and governance forums to ensure adoption of new technology regulatory compliance and continuous improvement.
There 1openingfor this position which can be based in our Reston VA or Washington DC office.
THE EXPERIENCEYOU BRING TO THE TEAM
Minimum Required Experiences
- 8 years of experience.
- Bachelors degree.
- Senior leadership experience managing large complex contact center or customer engagement organizations.
- Experience leading AI-enabled or technology-driven service operations including automation and digital channels.
- Experience managing multiple service delivery models (internal outsourced/vendor-managed and hybrid) and handling the nuances of each.
- Demonstrated success leading enterprise-scale transformation through people process and operating model change.
- ServiceNow experience
Desired Experiences
- Contact center leadership experience in regulated or highly controlled environments.
- Experience improving customer journeys and agent productivity through platform modernization and automation.
- Demonstrated success managing vendor relationships and SLAs in outsourced service environments.
End User Services - Technology Management - Director
00
JR2372
Qualifications
Active Directory (AD) Active Directory (AD) Amazon Web Services (AWS) Artificial Intelligence (AI) Atlassian JIRA Authentication Management Backup and Recovery (Software) Business Insight Skills Business Process Management Skills Calendar and Scheduling Tools Cleaning and Transforming Data Cloud Technology Collaborating Cross-Functionally Communicating in Technical Writing Communicating Technical Information Communication Configuration Management (CM) Conflict Resolution Coordination Customer and Market Insights Customer Relationship Management (CRM) CyberArk Cybersecurity Analysis Data Analysis Data Analysis Interpretation 60 moreEducation:
Bachelors Level Degree (Required) Masters Level DegreeThe future is what you make it to be. Discover compelling opportunities at most roles employees are expected to work onsite on a regular basis at their designated office -office work cadence is determined by your manager. Proximity within a reasonable commute to your designated office location is preferred unless the job is noted as open to remote.
Fannie Mae is an equal opportunity employer and considers qualified applicants for employment without regard to race color religion sex national origin disability age sexual orientation gender identity/gender expression marital or parental status or any other protected factor. Fannie Mae is committed to providing reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment unless to do so would cause undue hardship to the company. If you need assistance using our online system and/or you need a reasonable accommodation related to the hiring/application process please complete this form.
The hiring range for this role is set forth below. Final salaries will generally vary within that range based on factors that include but are not limited to skill set depth of experience certifications and other relevant qualifications. This position is eligible to participate in a Fannie Mae incentive program (subject to the terms of the program). As part of our comprehensive benefits package Fannie Mae offers a broad range of Health Life Voluntary Lifestyle and other benefits and perks that enhance an employees physical mental emotional and financial well-being. See more here.
Requisition compensation:
175000to
239000Required Experience:
Director
Key Skills
About Company
At Fannie Mae, futures are made. The inspiring work we do helps make a home a possibility for millions of homeowners and renters. Every day offers compelling opportunities to impact the future of the housing industry while being part of an inclusive team thriving in an energizing, fle ... View more
