Director, Omnichannel Contact Center

Responsibilities

• Develop and execute omnichannel support strategy across voice, chat, email, messaging, and social channels
• Serve as senior owner of Zendesk capabilities, configurations, workflows, and integrations
• Implement and refine AI chatbots, virtual assistants, and self-service flows to improve resolution speed
• Own forecasting, scheduling, service levels, and operational KPIs including CSAT and NPS

Requirements

• 10+ years of experience in customer support or call center operations leadership
• 5+ years of middle management experience leading large-scale contact center teams
• Deep, hands-on experience with advanced Zendesk configuration and automation design

Preferred Qualifications

• Direct experience implementing AI-powered automation and NLU tools
• Project management or process improvement certifications
• Experience leading digital service transformation or omnichannel modernization

About the Company

Since 1977, LAGOS has been a pioneer in fine jewelry, combining precious materials and expert craftsmanship to offer modern, iconic styles for women and men.