Director Guest Service Center

Lead a large-scale service center operation with 6-10 senior managers and 100+ team members to deliver exceptional guest outcomes and operational excellence.

Use guest feedback, data insights, and operational intelligence to identify friction points and influence enterprise-wide improvements in guest experience.

Partner with cross-functional teams (Product, Technology, Digital, Stores, etc.) to drive innovation, implement AI-enabled workflows, and transform service delivery models.

Bachelor's degree or equivalent experience.

10+ years of progressive leadership experience in service centers, customer experience, operations, or related environments.

Proven experience leading large, complex service organizations and delivering measurable improvements in customer or guest experience.

Experience working with Product, Technology, Analytics, or Digital teams to improve customer experiences; leveraging technology, automation, and AI-enabled solutions.

Senior leader with strong strategic thinking and proven ability to translate operational insights into enterprise-wide business actions.

Experienced in managing large, complex teams through change and ambiguity in retail, e-commerce, or omnichannel environments.

Skilled in cross-functional influence, stakeholder management, and leading large-scale service transformation initiatives involving advanced automation and GenAI.