Director, Customer Engagement & Agent Platforms
Job Location:
Wilmington, DE - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Best Egg now part of Barclays is a market-leading tech-enabled financial platform helping people build financial confidence through innovative lending solutions and financial health tools. As a Barclays company we combine the agility and customer focus of a fintech with the global reach stability and purpose of a leading financial institutionworking together to create a better financial future for our customers and communities.
At Best Egg youll find a culture grounded in our core valuesputting people first creating clarity delivering with excellence enhanced by Barclays commitment to integrity inclusion and long-term impact. Together we empower our colleagues to challenge innovate and take ownership while making a meaningful difference in peoples financial lives.
With the strength of Barclays behind us we offer expanded opportunities for growth development and career mobility across a global organizationwhile continuing to build the products and experiences that make Best Egg unique.
Were looking for collaborative curious problem-solvers who are excited to make an impact and grow with us.
Were proud to be an equal opportunity employer committed to building a diverse and inclusive team.
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.
- 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
- 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
- 812 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
- 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)
Required Experience:
Director
About Company
Get low-interest personal loans quickly with Best Egg. Apply online in minutes & receive funds fast. Start your journey to financial stability now!
