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Executive Team Leader, Service Operations

2 months ago

Austin, Texas, United States Target Full time

About the Role:

We are seeking a highly skilled and experienced Executive Team Leader to join our Service and Engagement team at Target. As a key member of our leadership team, you will be responsible for leading a team of Guest Advocates and Service and Engagement Leaders to deliver exceptional guest service and drive sales growth.

Key Responsibilities:

  • Build and manage a high-performing team of Guest Advocates and Service and Engagement Leaders to deliver exceptional guest service and drive sales growth.
  • Drive total store sales and understand your role in sales growth and how your departments and team contribute to and impact total store profitability.
  • Anticipate staffing needs, talent plan and recruit both long and short term.
  • Manage leaders to follow-up on training completion, check for understanding and provide continuous education opportunities to drive proficiencies for all front of store experiences.
  • Engage in consistent and meaningful development conversations throughout the critical touch points within Service and Engagement Team leader career path.
  • Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture.
  • Establish a culture of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical Service and Engagement behaviors.
  • Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas.
  • Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the guest.
  • Own schedules that follow the scheduling allocation and guidelines to support peak traffic times, key holiday events and weekends.
  • Manage the store experience by anticipating and/or reacting with urgency to staffing or scheduling needs based on fluctuations in guest traffic and sales.
  • Ensure Team Leader schedules support a frictionless experience during guest peak traffic times for all shopping preferences: checklanes, self-checkout (SCO), Order Pick-up (OPU), drive up (DU).
  • Be the champion of physical and digital offerings to ensure your team can inform, educate and promote the suite of benefits, features and offerings that reward our guest and/or enhance their shopping experience (Including Target RedCard and Wallet).
  • Expect and enable your team to stay up-to-date on upcoming major promotions, brand launches and events.
  • Utilize guest survey reporting tools to drive change in key areas with the greatest impact on guest experience; and use guest feedback to coach/recognize teams.
  • Lead the team to deliver an efficient and hassle-free guest pick-up experience.
  • Work a schedule that aligns to guest and business needs (this includes early morning, evening and weekends).
  • Demonstrate a culture of ethical conduct, safety and compliance; lead team to work in the same way and hold others accountable to this commitment.
  • As a key carrier, follow all safe and secure training and processes.
  • Address store needs (emergency, regulatory visits, etc.).
  • All other duties based on business needs.

Requirements:

  • 4-year degree or equivalent experience.
  • Strong interpersonal and communication skills.
  • Strong business acumen.
  • Manage conflict, lead and hold others accountable.
  • Relate well with and interact with all levels of the organization.
  • Strong cognitive skills, including problem analysis, decision making, financial and quantitative analysis.
  • Learn and adapt to current technology needs.
  • Manage workload and prioritize tasks independently and with a team.

About Target:

Target is a leading retailer that is committed to delivering exceptional guest service and driving sales growth. We are a fun and energetic company that values our team members and provides opportunities for growth and development.