Director, Customer Engagement Center

Fannie Mae • Washington, DC

6d • $175,000 - $239,000

About The Position

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.

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

Nice To Haves

• 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.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees