Director Guest Service Center
Target · Posted Oct 14
General merchandise, apparel, grocery, and home goods retail services
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About the role
Target Enterprise Services (TES) Service Centers support guests, team members and enterprise partners by delivering exceptional experiences, resolving complex issues and generating business insights that improve the end-to-end guest journey. As Director, Service Center, the role leads a large-scale service center operation with 6 to 10 Sr. Managers or Managers and 100+ team members. The role uses guest feedback, contact drivers, data insights and operational intelligence to identify friction points, influence upstream solutions, and partner with Product, Technology, Digital, Stores, Operations and Merchandising teams to drive innovation through automation, AI and evolving operating models.
What you will do
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Skills used in this role
What the employer is looking for
- 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.
Preferred qualifications
- 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Target
Target Corporation operates an extensive chain of general merchandise and discount retail department stores across the United States. The company provides a broad assortment of owned and national brand products, including apparel, electronics, beauty items, groceries, and home goods. Through its physical stores and digital platforms, Target focuses on delivering style, design, and value to help consumers discover the joy of everyday life.
- Industry
- Retail
- Company size
- 415000+ employees
- Founded
- 1902
- Location
- Minneapolis, Minnesota, USA
- Funding stage
- Public Company
Leadership
Chief Executive Officer
Executive Chair of the Board
Jim Lee
Executive Vice President and Chief Financial Officer
Prat Vemana
Executive Vice President and Chief Information and Product Officer
Mark Weinstein
Executive Vice President and Chief Marketing and Guest Experience Officer
Recent coverage
Home Page News
Target Completing 2026 Expansion Plan With Eight Store Openings This Fall2026-09-08
AP News
Target regains its footing under a new CEO and raises expectations for 20262026-08-19
Target Corporate
Target Unveils Multi-Year Strategy Under CEO Michael Fiddelke to Accelerate Growth2026-03-03