Sr Manager TCOM Guest Services

Job Id: R0000382854

About us:

As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers. Target in India operates as a fully integrated part of Target’s global team and has more than 4,000 team members supporting the company’s global strategy and operations.

The Target Enterprise Services (TES) organization is close to the action when it comes to communication—whether with guests or Target team members. From guest service professionals and product designers, to vendor managers and financial and workforce management analysts, TES comprises several key and high-visibility areas that elevate and nurture Target’s distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable and committed service—from the inside out—through enterprise services our people can count on.

TES includes several contact centers focused on the quick and seamless resolution of a variety of issues. From Target Circle card® Guest Services to the Client Support Center, we pride ourselves on infusing every interaction with that signature Target service that guests and team members alike have come to expect. We directly support Target’s bottom line through building guest loyalty as the retailer of choice and taking care of our team members so that they can get back to the work they do best, from headquarters to stores to distribution centers.

Guest-facing contact centers that directly impact Target’s profit and growth while fostering an exceptional guest experience and our strong reputation include: Collections (Loss Prevention, Recovery Operations and Collection Strategy), Target Circle card® Guest Services (Guest Contact, Fulfillment and Legal & Executive Support), Guest Relations, which engages with guests via all communication channels to strengthen loyalty and drive sales and Digital Guest Services, which handles all guest inquiries and comments relating to Target.com orders and site issues.

As a Sr. Manager in Target.com Guest Services, you will provide strategic and operational leadership for service center leaders and team members, with responsibility for up to 100 agents taking various call types across multiple locations. You will be expected to motivate and develop leaders in a fast-paced environment and create a culture that delivers a great experience for your team members and guests with every interaction. You will have ownership of staffing strategies for internal teams, provide input on staffing strategies for external/offshore teams, and be responsible for driving all aspects of performance and meeting budget goals. You will have be responsible for designing and implementing operational strategies that drives engagement with our teams, a guest-focused environment, and delivers on key business objectives by achieving service goals. You will be responsible for the assessment of business and team performance opportunities, creating impactful solutions that will drive performance while adapting to changing business needs. You will identify and develop strategies for our team and vendor network to align with enterprise initiatives, integrate team and guest intelligence to improve the guest experience, and drive guest loyalty and sales through team results.

Core responsibilities are described within this Job Description. Job duties may change at any time due to business needs.

About you:
• Four-year degree or equivalent experience
• 5+ years of direct or indirect leadership experience
• 8+ years of experience in operations, contact center, or retail services
• Proven experience with global resource management and/or vendor management desired
• Ability to flex schedule to meet the demands of the business; limited domestic and international travel may be required
• Large scale project experience working with retailers or merchant teams
• MBA preferred