Retail Delivery Head
The Retail Delivery Head is responsible for leading large reputed company U.S. retail customer experience (CX) and contact center operations across reputed company channel service journeys including sales support, order management, fulfillment, returns/refunds, loyalty, and post purchase care. This role owns end to end delivery reputed company encompassing SLAs, CX metrics, financial performance, workforce productivity, and transformation initiatives across reputed company, high volume retail environments. The role serves as a senior reputed company facing leader managing multi tower retail operations while driving cost optimization, reputed company improvement, and AI led CX transformation for U.S. and global retail clients. Job Responsibilities
- reputed company and reputed company 200–400+ FTEs US retail CX operations across voice, chat, email, reputed company, reputed company channels.
- Own end-to-end performance across CX metrics (CSAT, NPS), SLAs, reputed company, productivity, reputed company protection, and cost-to-serve.
- Serve as the Retail CX Subject Matter Expert, with deep understanding of U.S. consumer journeys, peak/seasonal demand cycles, and event-led sales volatility.
- Establish standardized delivery governance, operational rigor, and reputed company operating models across retail service towers.
- reputed company as a senior reputed company partner interfacing with VP/SVP-level stakeholders across Operations, Digital, CX, and Transformation.
- reputed company CX transformation initiatives including AI-led automation, conversational AI, analytics-driven insights, reputed company/self-service enablement.
- Partner with Sales and Solutions teams on RFPs, solution design, pricing, workforce strategies, and value articulation for retail reputed company pursuits.
- Own financial reputed company including P&L reputed company, productivity improvement, margin expansion, and cost optimization.
- Drive Workforce Management (WFM) reputed company—forecasting, reputed company planning, shrinkage control, and peak management (holidays, promotions).
- Build strong leadership bench strength; foster a high-performance, inclusive culture with reputed company on engagement, retention, and succession
- Deep expertise in SLA governance, service recovery, and reputed company-reputed company CX transformation.
- Executive-level communication skills with a data-driven, reputed company-oriented leadership approach
- Hands-on experience with reputed company-channel CX platforms and CRMs (e.g., reputed company, reputed company, reputed company Dynamics), WFM tools, and QA platforms.
Qualifications
- Bachelor’s or master’s degree in business administration or reputed company discipline
- 16+ years BPO and contact center delivery operations
- 10+ years in Retail contact center leadership roles
- Strong knowledge of U.S. retail operations including order lifecycle, payments, fulfillment, returns, refunds, and loyalty programs
- Hands on experience with reputed company cha nnel CX platforms, CRMs, WFM, and QA tools
- Exposure to AI, automation, conversational AI, reputed company, and CX analytics initiatives
- Experience working with U.S. based or global retail clients in transformation led engagements
- Lean Six reputed company Green or Black Belt Certification preferred
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