Senior Director, Multichannel Call Center Leadership

Ariat International; San Leandro (CA); On-site; USD 160,000 - 175,000; Full time

Job summary

Ariat International is seeking a Senior Director, Call Center to lead the team and the technology that turns customer questions into loyalty, shaping a service culture that reflects the brand. This high-visibility role reports to the executive team and influences product, journeys, and operations.

The role oversees multi-channel support, workforce planning, and the evaluation of CRM, telephony, and AI-enabled tools to deliver sharp experiences, strong metrics, and scalable operations across the

Qualifications

• 8–12+ years in call center or customer service operations, including 5+ years leading teams in a multi-channel contact center
• A bachelor’s degree in business, communications, or a related field (or equivalent experience)
• Fluency with the modern contact-center stack: CRM, Salesforce, SAP, Five9, Zoom, and workforce management platforms
• A track record of leading change — digital transformation, AI-assisted support, or a meaningful operational turnaround
• Strong instincts for e-commerce customer behavior and the quirks of footwear, apparel, and accessories (fit, sizing variability across categories, returns)
• Data-driven decision-making paired with the practicality to actually execute
• Communication and stakeholder skills that work equally well with a frontline rep, a peer VP, or the CEO

Responsibilities

• Running inbound and omnichannel support against clear service-level, response-time, and quality standards
• Owning workforce planning, scheduling, and capacity forecasting
• Choosing, deploying, and tuning the technology stack — CRM, telephony, WFM, knowledge base, AI assist
• Defining the KPIs that matter (CSAT, AHT, FCR, SLA, engagement, retention), building the dashboards that surface them, and presenting the story to executive leadership
• Turning data into accountability frameworks that move numbers without burning out the team
• Setting the bar for every interaction, personally handling escalations and critical incidents, and partnering with Marketing, E-commerce, Product, and Operations to fix root causes — not just tickets
• Building and managing the operating budget
• Making defensible calls on insourcing vs. outsourcing, headcount vs. automation, and which tools are earning their keep
• Keeping the organization square with regulatory requirements, data privacy, and internal policy
• Running the QA program and call-monitoring process that keep quality consistent at scale
• Assisting with other responsibilities based on business needs

Skills

Multichannel leadership

CRM systems

Salesforce

Five9

Workforce management

Data-driven decisions

Stakeholder communication

Education

Bachelor's degree in business or communications

Tools

Salesforce

SAP

Five9

Zoom

Job description

Ariat International is seeking a Senior Director, Call Center to lead the team and the technology that turns customer questions into loyalty, shaping a service culture that reflects the brand. This high-visibility role reports to the executive team and influences product, journeys, and operations.

The role oversees multi-channel support, workforce planning, and the evaluation of CRM, telephony, and AI-enabled tools to deliver sharp experiences, strong metrics, and scalable operations across the