# Director, Service Center **Company**: Target **Experience**: executive **Job type**: full-time **Category**: Customer Service **Industry**: Retail **Apply**: https://target.wd5.myworkdayjobs.com/en-US/targetcareers/job/BangaloreIndia/Director-Guest-Service-Center_R0000453730?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_515157ab-519 ## Description As a Director, Service Center at Target, you will lead a large-scale service center operation while serving as a strategic voice for the guest across the enterprise. You will lead an internal team of 6 to 10 Sr. Manager or Managers and 100+ team members servicing guest contacts to deliver exceptional guest outcomes, operational excellence, and team engagement while influencing broader business decisions that improve the end-to-end guest experience. **Core Responsibilities** **Guest Experience Leadership** - Champion the voice of the guest by using service center insights, guest feedback, and journey analytics to influence business priorities and improve experiences. - Ensure service center strategies align with Target's commitment to delivering differentiated and connected guest experiences. - Identify and remove friction points across guest journeys by partnering with enterprise teams to implement scalable solutions. - Measure, monitor, and improve guest experience outcomes across channels and touchpoints. **Service Center Operations & Organizational Leadership** - Lead a large, complex service center organization through senior leaders, managers, and team leaders. - Deliver performance across service, quality, productivity, cost, and team engagement metrics. - Establish operating rhythms and accountability mechanisms that drive business results and continuous improvement. - Balance short-term performance needs with long-term capability building and transformation priorities. - Foster an inclusive, high-performing culture focused on guest outcomes and operational excellence. **Insights-to-Action Leadership** - Translate service center signals, contact drivers, sentiment trends, and operational insights into actionable business recommendations. - Partner with Analytics, Research, and Product teams to identify systemic issues and opportunities. - Influence enterprise decisions by framing root causes, quantifying business impact, and recommending sustainable solutions. - Shift organizational focus from resolving individual contacts to eliminating the causes of repeat contacts. **Product, Technology & AI Partnership** - Partner with Product, Technology, and Digital teams to influence the design of experiences, tools, and processes that improve guest outcomes. - Evaluate emerging technologies, automation solutions, and AI capabilities to increase efficiency and effectiveness. - Drive adoption of AI-enabled workflows and operating models that enhance both guest and team member experiences. - Ensure technology implementations align with operational needs, controls, and service objectives. **Enterprise Leadership & Influence** - Build trusted partnerships across Product, Technology, Stores, Operations, Merchandising, Finance, Human Resources, and other enterprise functions. - Influence senior leaders through data-driven insights, operational expertise, and guest-centered recommendations. - Drive shared accountability for enterprise guest outcomes across organizational boundaries. - Represent Service Center perspectives during strategic business initiatives and transformation efforts. **Transformation & Change Leadership** - Lead large-scale operational and organizational transformation initiatives. - Navigate ambiguity while balancing service delivery, experience, technology, talent, and financial considerations. - Design and implement future-ready operating models that incorporate automation, AI, and evolving customer expectations. - Lead teams through change while maintaining engagement, performance, and business continuity. **Talent & Organizational Capability** - Build diverse leadership pipelines and future-ready organizational capabilities. - Develop leaders through coaching, sponsorship, mentoring, and meaningful growth opportunities. - Anticipate evolving skill requirements as technology changes the nature of work and service delivery. - Create career pathways and capability strategies that support long-term organizational success. **Minimum Qualifications** - Bachelor's degree or equivalent experience. - 10+ years of progressive leadership experience in service centers, contact centers, customer experience, operations, shared services, or related environments. - Demonstrated experience leading large, complex service organizations and developing high-performing teams. - Experience improving end-to-end guest, customer, or consumer experiences. - Proven ability to translate operational insights into strategic business actions. - Experience partnering with Product, Technology, Analytics, or Digital teams to improve customer experiences. - Strong strategic thinking, business acumen, and decision-making capabilities. - Demonstrated success leading through change and ambiguity. - Exceptional stakeholder management, communication, and influencing skills. - Experience leveraging technology, automation, and AI-enabled solutions to improve business outcomes. ## Skills ### Required - strategic thinking - business acumen - decision-making - leadership - communication - influencing - stakeholder management - technology - automation - AI ### Nice to have - experience leading large-scale service transformation efforts - experience working within retail, e-commerce, consumer-facing, or omnichannel environments - experience redesigning workflows and operating models using automation or GenAI capabilities - experience influencing enterprise strategy through customer insights and operational intelligence - experience managing complex cross-functional portfolios and executive-level partnerships --- Source: [Apply at target.wd5.myworkdayjobs.com](https://target.wd5.myworkdayjobs.com/en-US/targetcareers/job/BangaloreIndia/Director-Guest-Service-Center_R0000453730?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)