Director, Customer Engagement & Agent Platforms

Best Egg • Wilmington, DE

7d • $150,000 - $165,000

About The Position

We are seeking a Director, Customer Engagement & Agent Platforms to lead the ownership, management, and optimization of the systems that enable customer engagement and agent execution across operations. This role sits within Operations and is responsible for ensuring that customer engagement and agent platforms effectively support business strategy, operational workflows, and performance outcomes across originations, servicing, and collections. The role focuses on platform ownership, configuration, and continuous improvement, not software engineering or direct frontline management.

Requirements

• 8–12+ years of experience in operations, platform management, or related roles
• Experience owning and managing engagement, CRM, or contact center platforms / vendors (e.g., Zendesk, messaging platforms, telephony/IVR systems)
• Demonstrated experience establishing structured processes (intake, prioritization, change management)
• Strong understanding of operational workflows and customer/agent experience
• Experience managing platform configuration and workflow optimization
• Demonstrated experience identifying and implementing AI capabilities and tools
• Experience driving cross-functional initiatives in complex environments

Nice To Haves

• Experience in financial services, fintech, or contact center environments
• Experience partnering with Product, Engineering, or Technology teams
• Familiarity with AI-enabled customer engagement tools (e.g., chatbots, agent assist, intelligent routing)

Responsibilities

• Own the performance and effectiveness of customer engagement and agent platforms (SMS, email, voice/IVR, CRM, workflow systems)
• Ensure platforms are aligned to business strategy, operational workflows, and performance goals
• Operate as the primary owner of platform outcomes within operations, with end-to-end accountability for performance and continuous improvement
• Identify opportunities to enhance platform capabilities and improve operational outcomes
• Identify and implement opportunities to leverage AI and automation within customer engagement and agent platforms to improve efficiency and customer experience
• Establish and manage structured intake, prioritization, backlog and change management processes for platform enhancements
• Ensure platform changes are executed in a controlled, scalable, and well-documented manner
• Drive implementation and adoption of AI-enabled features (e.g., chat automation, intelligent routing, agent assist) within platform configurations
• Manage relationships with platform vendors and partners (e.g., Zendesk, messaging platforms, telephony providers)
• Ensure vendor performance aligns with operational needs and priorities
• Evaluate and implement enhancements or new capabilities as appropriate
• Serve as the operations and / or lead for vendor lifecycle management, including platform evaluations, migrations, contract renewals, and ongoing vendor performance management
• Partner closely with Operations Strategy, Analytics, and business leaders to align platform capabilities with business priorities
• Coordinate with Product and Engineering teams as needed for system enhancements and integrations
• Act as a bridge between business needs and platform execution
• Provide strategic oversight of workforce management and dialer operations to ensure alignment with platform strategy and business demand
• Partner with Agent Systems & Operations leadership to coordinate capacity, execution, and system behavior
• Ensure alignment between workforce planning, platform configuration, and customer engagement strategy
• Support development of scalable execution models, including BPO-supported intraday operations

Benefits

• Pre-tax and post-tax retirement savings plans with a competitive company matching program
• Generous paid time-off plans including vacation, personal/sick time, paid short--term and long-term disability leaves, paid parental leave, and paid company holidays
• Multiple health care plans to choose from, including dental and vision options
• Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts
• Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs
• Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed