Director Guest Service Center

Job description

About UsWorking at Target means helping all families discover the joy of everyday life. We bring that vision to life through our values and culture. Target is an iconic brand, a Fortune 50 company and one of America's leading retailers.Target Enterprise Services (TES) is close to the action when it comes to supporting guests, team members and enterprise partners. Through our Service Centers, we deliver exceptional experiences, resolve complex issues, generate business insights and help shape enterprise decisions that improve the end-to-end guest journey. About the RoleAs a Director, Service Center, 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. This role requires a balance of operational leadership, strategic thinking, innovation and enterprise influence. You will leverage guest feedback, contact drivers, data insights and operational intelligence to identify friction points, influence upstream solutions and improve how Target serves guests across channels.You will partner closely with Product, Technology, Digital, Stores, Operations, Merchandising and other enterprise teams to transform insights into action, drive innovation and shape the future of service delivery through automation, AI and evolving operating models. Core ResponsibilitiesGuest 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 deliveringdifferentiated 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 andtouchpoints. 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 andtransformation 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 ofexperiences, 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 organizationalboundaries.• Represent Service Center perspectives during strategic business initiatives andtransformation 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 a