1+ months

Director, Retail Operations Support

Brooklyn Park, MN 55443

About us:

Target is an iconic brand, a Fortune 50 company and one of Americas leading retailers.

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

FRS includes several contact centers focused on the quick and seamless resolution of a variety of issues. From REDcard Guest Services to the Client Support Center (CSC), 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 Targets 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.

As the Director, Retail Operations Support, you will be responsible for developing and implementing strategies and solutions to support and improve our Retail Service centers and a work portfolio of over 4000 agents and 12 million guest contacts, supported via social media, chat, phone, email and other emerging channels. You will lead a team of 4-8 direct reports and will be responsible for coordinating and prioritizing work with other Service Center leaders, Merchant partners, Product Teams, Guest Experience, Store Operations, Digital teams, Supply Chain, PR and Event readiness teams and other teams across Target. Together with these partners, you will play a key role in sharing guest feedback, data and analytics to drive continuous improvement at Target. The Director, Retail Operations and their team will provide the support to the Retail Service Center teams and leaders by building strong operational performance routines in knowledge, quality and analytics to create consistency in process and routine insight sharing.

You and your team will lead several key functions that are critical to the efficiency and effectiveness of our Retail Service Centers, like:

  • Project Management Create and lead or participate on cross functional project teams, prioritization and planning to execute on business strategy and ensure optimal alignment of resources and timely execution of plans.
  • Process improvement - Drive process improvements and implementation on behalf of Retail teams, leaders and partners (within the retail teams, and across Target when intersecting impact is identified.)
    • May include documenting new functions, journey mapping, defining new processes and integration points in the business. Including updates to Quality or Knowledge. Your team will help define process/identify resources (business subject matter experts) to regularly update knowledge documents to support new functions or remove old content. Create and execute routines, and serve as point of contact for leaders and other centralized support teams to drive new updates or changes to process or tools. You and your team will support the retail business by coordination and sequencing of work to ensure business and centralized quality teams have tools, routines, reporting and processes in place to support the needs of Retail leaders, teams and outsource partners. Regular and ad hoc review of supporting tools and process to ensure the program meets the needs of our dynamic and rapidly changing business.
  • Analytics support - Lead the development, implementation and distribution of data-driven assessments and reports to share guest feedback and contact trends with the organization.

As Target continues to enhance its shopping and delivery options for guests, Retail Operations support will continue to be heavily involved in reducing guest contacts, driving a great experience for our team and in shaping and improving the guest experience. Utilizing your strong communication skills, you will support your Sr. Director as they define the strategy for Retail Services centers. Your team will develop, measure, articulate and market the benefits and trade-offs of various strategies with Senior Leaders across the enterprise and internal/external partners as needed. You will design and lead an organizational framework that enables your team of Project Mangers, Analyst, Sr. Managers, and specialists to create knowledge documents, manage Quality assurance, lead large scale Cross-functional projects like global staffing or new system implementations and collaborate with peers across Retail and other FRS areas to identify and establish routines/best practices that help support our Service Center vision and Target Purpose. With your strong operations leadership, process re-engineering and ability to drive accountability through your team you will be responsible for creating and delivering a guest experience consistent with Targets iconic brand.

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

About you:

  • BA/BS degree in business or equivalent experience
  • Minimum of 8-10 years of business experience
  • Proven track record in leading teams of various sizes
  • Ability to build strong partnerships and strategically influence others
  • Excellent written and verbal communication skills
  • Strong financial aptitude and analytical skills
  • Proven experience working effectively with senior leadership levels
  • Ability to translate business needs or changes into specific plans for implementation, data collection and overall planning

Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information.


Posted: 2020-01-14 Expires: 2020-03-19

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Director, Retail Operations Support

Brooklyn Park, MN 55443

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