Single Family Quality Assurance Sr. Manager

Customer Service Performance and Development Manager

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it's at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose.

Position Overview: We are seeking a dynamic and experienced Customer Service Performance and Development Manager to lead our efforts in enhancing the customer experience across all functions of Customer Service. This role focuses on training, coaching, quality assurance, and vendor management to support staff and agent performance.

Our Impact:

• Provides a standardized platform of services to manage and support staff/agent performance.
• Engages across the enterprise to stay informed on technology, policy, and product changes impacting customer experience.
• Manages strategic relationships with outsourcing providers and high-profile internal and external business partners.

Your Impact:

• Develop, facilitate, and deliver training/development programs and learning strategies for staff/agents.
• Analyze data to identify performance strengths, weaknesses, opportunities, and threats.
• Oversee performance metrics and identify opportunities to streamline business processes.
• Serve as the 1st and 2nd line of defense for risk and compliance adherence activities.
• Establish operational objectives and work plans, delegating assignments to subordinate managers.
• Implement strategic policies and assure adherence to budgets, schedules, work plans, and performance requirements.
• Regularly interact with senior management or executive levels on matters concerning multiple functional areas.

Qualifications:

• College Degree or equivalent experience; advanced studies/degree preferred.
• 10+ years of related experience in customer service or a similar field.
• 4+ years of management experience.
• Strong ability to change the thinking of, or gain acceptance from, others in sensitive situations.
• Familiarity with NICE/CXOne (preferred)

Keys to Success in this Role:

• Excellent leadership and communication skills.
• Ability to analyze complex data and situations to drive strategic decisions.
• Strong relationship-building skills with internal and external partners.
• Proficiency in managing multiple priorities and projects simultaneously.