Director, Customer Engagement & Agent Platforms

About the Role

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.

Platform Ownership & Management

• 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

Platform Configuration, Intake & Change Management

• 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

Vendor & Platform Management

• 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

Cross-Functional Partnership

• 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

Workforce & Execution Oversight

• 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

What Success Looks Like

• Platforms are clearly owned, well-managed, and aligned to business priorities
• Platform changes are executed through structured, consistent intake and change management processes
• Customer engagement and agent workflows are continuously optimized
• Workforce execution is aligned with platform strategy and demand
• Vendor partners are accountable and aligned with operational goals
• AI and automation capabilities are effectively leveraged within platforms to improve efficiency, customer experience, and scalability
• The team operates with clear priorities, ownership, and strong execution discipline

Qualifications

• 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

Preferred Qualifications

• 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)