Omnichannel Contact Center Director

Position Summary

Reporting to the Vice President of Operations, the Director, Omnichannel Contact Center will lead the strategy, implementation, and optimization of LAGOS' customer engagement ecosystem across phone, chat, email, SMS, social media, and self-service channels. As the owner of Zendesk, AI-enabled service technologies, and customer support operations, this role will drive operational excellence, customer experience, and scalable growth through automation, analytics, and process innovation. The position offers a clear path to broader Customer Experience leadership, including customer journey management, digital experience, and CX transformation.

Essential Functions

Strategy & Transformation Leadership

• Execute the strategic roadmap for LAGOS' Omnichannel Contact Center and customer engagement ecosystem.
• Lead the transformation of customer service operations through process redesign, digital modernization, and AI-enabled solutions.
• Establish long-term service strategies that balance customer experience, operational efficiency, and business growth.
• Partner with leaders across Retail, Ecommerce, Wholesale, Marketing, Technology, and Operations to align customer support capabilities with evolving business needs.
• Serve as executive sponsor for customer service innovation initiatives and technology investments.
• Present progress, performance, risks, and strategic recommendations to senior leadership.

Omnichannel Operations Leadership

• Lead all customer support channels, including phone, email, chat, SMS, social care, messaging, and self-service.
• Develop workforce management capabilities encompassing forecasting, scheduling, capacity planning, and resource optimization.
• Establish scalable operating procedures that ensure consistent customer experiences across channels.
• Drive continuous improvement initiatives that enhance service quality, productivity, and responsiveness.
• Ensure operational readiness during seasonal demand fluctuations and major business initiatives.

Zendesk Platform Ownership

• Serve as the executive owner of Zendesk architecture, administration, configuration, integrations, and governance.
• Define and optimize workflows, routing logic, automation rules, service catalogs, and reporting structures.
• Lead platform expansion initiatives including AI capabilities, omnichannel integrations, and self-service enhancements.
• Partner with Technology teams to ensure platform stability, data integrity, cybersecurity compliance, and scalability.
• Establish a long-term Zendesk roadmap aligned with customer and business objectives.

AI, Automation & Digital Leadership

• Define and execute LAGOS' AI-enabled customer service strategy.
• Implement intelligent automation solutions, including chatbots, virtual assistants, agent-assist technologies, knowledge recommendations, and workflow automation.
• Evaluate emerging technologies that improve service quality, productivity, and customer engagement.
• Establish governance frameworks to ensure responsible, accurate, and effective use of AI.
• Quantify business impact through automation adoption, self-service utilization, productivity gains, and customer outcomes.

Customer Experience & Insights

• Champion a customer-first culture across the organization.
• Establish Voice of the Customer processes that convert customer feedback into actionable business improvements.
• Analyze customer behavior, contact drivers, recurring issues, and satisfaction trends to identify improvement opportunities.
• Partner with Ecommerce, Retail, Wholesale, and Marketing teams to improve end-to-end customer journeys.
• Utilize AI and analytics to identify friction points and proactively enhance experiences.

Operational Excellence & Performance Management

• Own enterprise customer service KPIs and performance outcomes.
• Develop reporting frameworks and executive dashboards providing actionable insights into service performance and customer trends.
• Lead quality assurance, coaching, training, and continuous improvement initiatives.
• Manage departmental budgets, vendor relationships, and technology investments.
• Create a performance-driven culture focused on accountability, innovation, and customer advocacy.

Key Performance Indicators

• Customer satisfaction and service quality
• Response and resolution times
• First Contact Resolution
• Self-service and automation adoption
• Workforce productivity and efficiency
• Zendesk and omnichannel effectiveness
• Process improvement and transformation milestones

Qualifications

• Bachelor’s degree in Business Administration, Retail Management, Customer Experience, Operations, or a related field preferred.
• 7+ years of experience in customer service, contact center, retail operations, or omnichannel customer experience, including experience leading teams and managing day-to-day operations.
• Experience leading and developing customer service or call center teams, including managers and frontline employees.
• Experience overseeing omnichannel customer interactions across phone, email, chat, SMS, and other digital communication channels.
• Strong understanding of contact center operations, service standards, workforce planning, scheduling, and performance management.
• Experience establishing, monitoring, and improving key performance indicators, including service levels, response times, customer satisfaction, productivity, and quality.
• Demonstrated ability to improve the customer experience while balancing operational efficiency and business needs.
• Experience developing and implementing processes, procedures, service standards, and training programs.
• Strong leadership and people management skills with the ability to coach, develop, and motivate high-performing teams.
• Experience partnering cross-functionally with Retail, eCommerce, Marketing, Operations, Technology, and other business functions to deliver a consistent omnichannel customer experience.
• Experience with CRM, customer service, contact center, and workforce management platforms.
• Strong analytical and problem-solving skills with the ability to use customer feedback and operational data to identify trends and drive improvements.
• Excellent written and verbal communication skills with a strong customer-focused mindset.
• Experience in luxury retail, jewelry, fashion, or another high-touch customer service environment preferred.

Success Profile

A customer-focused, technology-forward leader who combines contact center expertise with strong process improvement and transformation skills. Successful in this role will be someone who can connect customer needs, frontline operations, data, and technology to create scalable solutions while effectively partnering across the organization.

Equal Employment Opportunities

LAGOS is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin, or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties

Please note this job description is not intended to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.