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Director, Customer Engagement & Agent Platforms
Full-time
About the role
Best Egg is seeking a Director, Customer Engagement and 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 focus is platform ownership, configuration and continuous improvement, not software engineering or direct frontline management.
Platform ownership and 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 and 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 such as chat automation, intelligent routing and agent assist within platform configurations
Vendor and platform management
Manage relationships with platform vendors and partners, for example Zendesk, messaging platforms and telephony providers
Ensure vendor performance aligns with operational needs and priorities
Evaluate and implement enhancements or new capabilities as appropriate
Lead 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 and execution oversight
Provide strategic oversight of workforce management and dialer operations to ensure alignment with platform strategy and business demand
Partner with Agent Systems and 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 to 12 or more years of experience in operations, platform management or related roles
Experience owning and managing engagement, CRM or contact center platforms and vendors, for example Zendesk, messaging platforms and telephony/IVR systems
Demonstrated experience establishing structured processes such as intake, prioritization and change management
Strong understanding of operational workflows and customer and 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 such as chatbots, agent assist and intelligent routing
