Director, Customer Engagement Center

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  

The Director, Customer Engagement Center role 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 1 opening for this position which can be based in our Reston, VA or Washington, DC office. 

THE EXPERIENCE YOU BRING TO THE TEAM 

 Minimum Required Experiences 

• 8 years of experience.
• Bachelor’s 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 

175,000-239,000

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 more}

Education:

Bachelor's Level Degree (Required), Master's Level Degree

The future is what you make it to be. Discover compelling opportunities at Fanniemae.com/careers.

For most roles, employees are expected to work onsite on a regular basis at their designated office location. In-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 employee's physical, mental, emotional, and financial well-being. See more here.

Requisition compensation:

175000

to

239000