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.