Omnichannel CX Leader | AI-Driven Contact Center

LAGOS

Philadelphia (Philadelphia County)

On-site

USD 120,000 - 180,000

Full time

9 days ago

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Job summary

LAGOS seeks a Director of Omnichannel Contact Center to orchestrate strategy, implementation, and optimization of customer engagement across phone, chat, email, SMS, social, and self-service channels. You will own Zendesk, AI-enabled service tech, and strive for scalable growth through automation and analytics.

Reporting to Operations VP, you’ll partner with Retail, Ecommerce, Marketing, Technology, and Ops to align capabilities with business goals, drive transformation, and elevate the luxury

Qualifications

Bachelor’s degree in a related field preferred.
7+ years in customer service or omnichannel operations, with leadership experience.
Experience managing omnichannel interactions across phone, email, chat, SMS, and digital channels.
Strong leadership, analytics, and ability to drive KPI improvements.

Responsibilities

Lead Omni-channel contact center strategy and operations.
Oversee Zendesk architecture, integrations, and governance.
Drive AI-enabled automation and digital service initiatives.
Partner across Retail, Ecommerce, Marketing, Technology, and Ops.
Own enterprise customer service KPIs and reporting.

Skills

Leadership

Omnichannel

Team leadership

Workforce planning

KPIs

CRM systems

Analytics

Communication

Industry knowledge

Education

Bachelor’s degree in Business Admin./Retail/Customer Experience/Operations

Tools

Zendesk

CRM software

Workforce management software

Job description

Reporting to Operations VP, you’ll partner with Retail, Ecommerce, Marketing, Technology, and Ops to align capabilities with business goals, drive transformation, and elevate the luxury

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