Lagos
Director, Omnichannel Contact Center
Philadelphia, PA · Director
Sponsorship not specifiedDetected 26 days ago
Project ManagementForecastingExcelOperations ManagementProcess ImprovementCustomer SupportZendeskLeadershipCommunicationMentoringAdaptability
About the role
- Zendesk Platform Ownership Serve as the senior owner of all Zendesk capabilities, configurations, workflows, and integrations.
- Ensure the Zendesk ecosystem is optimized for omnichannel efficiency, compliance, and coordinator productivity.
- Deploy AI-powered agent assist, knowledge recommendations, and automated quality scoring.
Responsibilities
- As Director, Omnichannel Contact Center, you are responsible for leading the strategy, operations, and performance of a high-volume, multi-channel customer support organization.
- This includes architecting and scaling an integrated support ecosystem-phone, chat, email, SMS, social care, and self-service-anchored in best-in-class Zendesk platform optimization and AI-drive automation.
- You will deliver world-class customer experiences, and drive continuous improvement through technology, data insights, and process innovation.
- Essential Functions Leadership & Strategy Develop and execute the omnichannel support strategy across voice, chat, email, messaging, social, and self-service.
- Direct the call center organization, including operations, quality, training, and support teams.
- Drive a customer-centric culture focused on excellence, accountability, and continuous improvement.
- Oversee the design of ticket routing logic, triggers, automations, macros, and customer objects.
- AI & Automation Leadership Implement and refine AI chatbots, virtual assistants, and self-service flows to reduce contract volume and improve speed to resolution.
- Operational Excellence Own forecasting, scheduling, service levels, capacity planning, and operational KPIs across all channels.
- Serve as the voice of the customer, delivering insights and root-cause analysis to drive product and process improvements.
Requirements
- 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.
- Bachelor's Degree in business administration, operations management, information systems, or communications or organizational leadership.
- 10+ years of experience in customer support, call center operations, or customer experience leadership.
- Deep, hands-on experience with Zendesk, including advanced configuration, automation design, routing, analytics, and integrations.
Skills
- Establish governance and measurement frameworks to ensure automation accuracy, reliability, and customer satisfaction.
Company info
- 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.
- Founded by master jeweler, Steven Lagos, the brand's signature Caviar collections offer bold, unique styles that encourage personal expression.
- Today, Steven's daughter.
- Kate Lagos serves as Associate Designer and Brand Stylist, continuing the tradition of excellence and creativity that defines the brand's iconic Caviar collections.
- You are equally comfortable innovating with AI and optimizing core operations.
- You excel at translating complex technology into practical workflows, building strong teams, and delivering exceptional customer experiences at scale, Above all, you are a proactive, data-drive leader with a passion for transforming customer service through smart design, modern platforms, and automation.
- Ensuring that the internal and external customer's perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers' needs; promoting and operationalizing customer service as a value.
- Using appropriate interpersonal styles to establish relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one's intentions.
- About Us 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.
Visa & Work Authorization
- d to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin, or citizenship
This listing is sourced directly from Lagos's careers page and normalized into a canonical job model.