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.

Requirements

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.
Contact center leadership experience in regulated or highly controlled environments (desired).
Experience improving customer journeys and agent productivity through platform modernization and automation (desired).
Demonstrated success managing vendor relationships and SLAs in outsourced service environments (desired).

Benefits

Health, Life, Voluntary Lifestyle, and other benefits and perks that enhance an employee's physical, mental, emotional, and financial well-being.
Participation in a Fannie Mae incentive program (subject to the terms of the program).

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

AI-enabled service operationsautomationdigital channelsservice delivery modelsenterprise-scale transformationplatform modernizationvendor managementSLA managementperformance managementorganizational design

Soft Skills

leadershipteam developmentstrategic thinkingcommunicationchange managementproblem-solvingcollaborationcustomer experience focusaccountabilitycontinuous improvement