Director, Omnichannel CX & AI Services

Lagos, Llc; Philadelphia (Philadelphia County); Hybrid; USD 150,000 - 200,000; Full time

Job summary

LAGOS, a luxury jewelry brand, seeks a Director of Omnichannel Contact Center in the Philadelphia area. You will lead strategy, implementation, and optimization of the customer engagement ecosystem across phone, chat, email, SMS, social, and self-service channels.

Own Zendesk, AI-enabled service technologies, and CX operations to drive excellence and scalable growth. You will partner with Retail, Ecommerce, Marketing and Technology to balance customer experience with business growth, supervise

Qualifications

• 7+ years of experience in customer service, contact center, or omnichannel operations.
• Experience leading and developing customer service teams and managers.
• Strong knowledge of omnichannel customer interactions and CRM/workforce platforms.
• Excellent communication and leadership skills; ability to partner cross-functionally.

Responsibilities

• Lead the Omnichannel Contact Center strategy and roadmap across phone, chat, email, SMS, social, and self-service.
• Oversee Zendesk administration, integrations, and governance; drive AI-enabled service initiatives.
• Develop workforce management, forecasting, scheduling, and capacity planning.
• Partner with Retail, Ecommerce, Wholesale, Marketing, Technology and Ops to align support with business needs.
• Define operational KPIs and reporting, ensure efficiency, quality, and customer satisfaction.

Job description

LAGOS, a luxury jewelry brand, seeks a Director of Omnichannel Contact Center in the Philadelphia area. You will lead strategy, implementation, and optimization of the customer engagement ecosystem across phone, chat, email, SMS, social, and self-service channels.

Own Zendesk, AI-enabled service technologies, and CX operations to drive excellence and scalable growth. You will partner with Retail, Ecommerce, Marketing and Technology to balance customer experience with business growth, supervise