Omnichannel Innovation & Commercial Transformation

Location: Ciudad Nezahualcoyotl

International Company is Looking for a:

Omnichannel Customer Service Director

Requirements

- Bachelor’s degree in Business Administration or a related field.
- Advanced English proficiency is required.
- Minimum of 8 years of experience leading management-level teams (directors/managers) and large-scale operations across multi-site environments, Business Process Outsourcing (BPO), and/or in-house service organizations.

Position Objective

Lead and transform the end-to-end customer service organization by integrating retail store operations and digital support channels into a seamless, high-performing, customer-centric ecosystem. This role is responsible for delivering best-in-class customer experience, improving operational efficiency, and accelerating the transition toward a digital-first service model while ensuring consistent service quality across all customer touchpoints.

What is this position expected to achieve?

- Own the end-to-end customer experience across all support channels, including retail stores, contact centers, mobile app, and web support.
- Ensure a consistent and seamless omnichannel customer experience.
- Lead the development and execution of a digital-first customer service strategy.
- Drive digital adoption and call deflection initiatives to improve efficiency and customer satisfaction.
- Lead the transition to a digital-first, omnichannel customer support model.

Technical Tools

- Digital transformation tools (preferred)
- AI & Automation
- CX platforms, such as Genesys, Zendesk, Amazon Connect, Avaya, and NICE
- Agile and continuous improvement methodologies, including Lean, Six Sigma, and SAFe
- OKRs and data-driven management
- Conversational bots, including knowledge of intent design, training, and feedback optimization