The Retail Delivery Head is responsible for leading large scale U.S. retail customer experience (CX) and contact center operations across omni channel service journeys including sales support, order management, fulfillment, returns/refunds, loyalty, and post purchase care. This role owns end to end delivery excellence encompassing SLAs, CX metrics, financial performance, workforce productivity, and transformation initiatives across complex, high volume retail environments. The role serves as a senior client facing leader managing multi tower retail operations while driving cost optimization, quality improvement, and AI led CX transformation for U.S. and global retail clients.
Job Responsibilities
• Lead and scale 200–400+ FTEs US retail CX operations across voice, chat, email, social, and digital channels.
• Own end-to-end performance across CX metrics (CSAT, NPS), SLAs, quality, productivity, revenue 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 scalable operating models across retail service towers.
• Act as a senior client partner interfacing with VP/SVP-level stakeholders across Operations, Digital, CX, and Transformation.
• Lead CX transformation initiatives including AI-led automation, conversational AI, analytics-driven insights, and digital/self-service enablement.
• Partner with Sales and Solutions teams on RFPs, solution design, pricing, workforce strategies, and value articulation for retail growth pursuits.
• Own financial outcomes including P&L levers, productivity improvement, margin expansion, and cost optimization.
• Drive Workforce Management (WFM) strategy—forecasting, capacity planning, shrinkage control, and peak management (holidays, promotions).
• Build strong leadership bench strength; foster a high-performance, inclusive culture with focus on engagement, retention, and succession
• Deep expertise in SLA governance, service recovery, and enterprise-scale CX transformation.
• Executive-level communication skills with a data-driven, outcomes-oriented leadership approach
• Hands-on experience with omni-channel CX platforms and CRMs (e.g., Salesforce, Zendesk, Microsoft Dynamics), WFM tools, and QA platforms.
Qualifications
• Bachelor’s or master’s degree in business administration or related 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 omni cha nnel CX platforms, CRMs, WFM, and QA tools
• Exposure to AI, automation, conversational AI, knowledge management, and CX analytics initiatives
• Experience working with U.S. based or global retail clients in transformation led engagements
• Lean Six Sigma Green or Black Belt Certification preferred