Director, Customer Engagement & Agent Platforms
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Overview
Job Description
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 institution—working together to create a better financial future for our customers and communities.
At Best Egg, you’ll find a culture grounded in our core values—putting 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 people’s financial lives.
With the strength of Barclays behind us, we offer expanded opportunities for growth, development, and career mobility across a global organization—while continuing to build the products and experiences that make Best Egg unique.
We’re looking for collaborative, curious problem-solvers who are excited to make an impact and grow with us.
We’re 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.
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)
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
