Director of Customer Engagement
Job Summary
Leading the management and optimization of customer engagement and agent platforms, the full-time Director of Customer Engagement will ensure alignment with business strategy and operational workflows while driving performance outcomes in a hybrid work environment.
Key responsibilities
- Own the performance and effectiveness of customer engagement and agent platforms, ensuring alignment with business strategy
- Establish structured processes for platform enhancements, including intake, prioritization, and change management
- Manage relationships with vendors and partners, ensuring their performance meets operational needs and priorities
Required qualifications
- 8-12+ years of experience in operations, platform management, or related roles
- Experience managing engagement, CRM, or contact center platforms and vendors
- Demonstrated ability to establish structured processes for intake and change management
- Strong understanding of operational workflows and customer/agent experience
- Experience identifying and implementing AI capabilities and tools
Complete Job Description
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