Director, Omnichannel Contact Center

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. 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.

About You

You are a strategic, technology-forward operations leaders with a deep understanding of omnichannel customer support. 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.

Position Summary

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.

Zendesk Platform Ownership

• Serve as the senior owner of all Zendesk capabilities, configurations, workflows, and integrations.
• Oversee the design of ticket routing logic, triggers, automations, macros, and customer objects.
• Lead large-scale enhancements-including consolidation of instances and permission structures.
• Partner with the technology team to maintain data flows, APIs, and system health.
• Ensure the Zendesk ecosystem is optimized for omnichannel efficiency, compliance, and coordinator productivity.

AI & Automation Leadership

• Implement and refine AI chatbots, virtual assistants, and self-service flows to reduce contract volume and improve speed to resolution.
• Deploy AI-powered agent assist, knowledge recommendations, and automated quality scoring.
• Identify automation opportunities across the agent lifecycle-from forecasting to after-call work.
• Establish governance and measurement frameworks to ensure automation accuracy, reliability, and customer satisfaction.

Operational Excellence

• Own forecasting, scheduling, service levels, capacity planning, and operational KPIs across all channels.
• Establish clear performance expectations and dashboards for SLAs, CSAT, NPS, firs-contact resolution, AHT, backlog, and cost-per-contact.
• Build and oversee quality assurance programs, training frameworks, coaching strategies, and continuous learning initiatives.
• Manager budgets, vendor relationships, and technology investments.
• Cross-Functional Leadership
• Partner closely with technology, revenue, marketing, and compliance to align on customer needs and operational readiness.
• Serve as the voice of the customer, delivering insights and root-cause analysis to drive product and process improvements.
• Lead change management efforts for new channels, tools, and workflows.

Qualifications

• 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.
• 5+ years of middle management experience leading multi-site or large-scale contact center teams.
• Deep, hands-on experience with Zendesk, including advanced configuration, automation design, routing, analytics, and integrations.
• Direct experience implementing AI-powered automation, such as chatbots, agent assist tools, natural language understanding (NLU), and workflow automation.
• Proven ability to manage operational budgets, workforce management, and vendor partnerships.
• Strong analytical capability with experience using dashboards , BI tools, and operational data to drive decisions.
• Demonstrated success improving SLAs, CSAT, cost-per-contact, and operational scalability.
• Excellent communication, stakeholder alignment, and executive-level presentation skills.
• Project management or process improvement certifications preferred.
• Experience leading digital service transformation or omnichannel modernization.

Core Competencies


To thrive and grow with our company, you must possess and continue to develop the following competencies:

• Customer Focus : 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.
• Driving for Results : Setting high goals for personal and group accomplishment; using measurement methods to monitor progress towards goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
• Building Trusting Relationships : 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.
• Adaptability : Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make change successful.
• Growth Orientation : Harnessing technical expertise, continuous learning, and commitment to improvement to optimize processes, address challenges, and achieve impactful results.

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.