Director, Omnichannel Contact Center

LAGOS•Philadelphia, PA

About The Position

You are a strategic, technology-forward operations leader 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-driven leader with a passion for transforming customer service through smart design, modern platforms, and automation. 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-driven automation. You will deliver world-class customer experiences, and drive continuous improvement through technology, data insights, and process innovation.

Requirements

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.

Nice To Haves

Project management or process improvement certifications preferred.
Experience leading digital service transformation or omnichannel modernization.

Responsibilities

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.
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.
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.
Own forecasting, scheduling, service levels, capacity planning, and operational KPIs across all channels.
Establish clear performance expectations and dashboards for SLAs, CSAT, NPS, first-contact resolution, AHT, backlog, and cost-per-contact.
Build and oversee quality assurance programs, training frameworks, coaching strategies, and continuous learning initiatives.
Manage budgets, vendor relationships, and technology investments.
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.