Director, Customer Engagement Center

Job Description

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.

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.

The Experience You Bring

• 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.

Location

There is one opening for this position which can be based in our Reston, VA or Washington, DC office.

Education

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

Equal Opportunity Employer

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.

Compensation Range

175,000–239,000 USD.

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