Director Digital Experience Support

The pay range is $125,600.00 - $226,100.00

Pay is based on several factors which vary based on position. These include labor markets and in some instances may include education, work experience and certifications. In addition to your pay, Target cares about and invests in you as a team member, so that you can take care of yourself and your family. Target offers eligible team members and their dependents comprehensive health benefits and programs, which may include medical, vision, dental, life insurance and more, to help you and your family take care of your whole selves. Other benefits for eligible team members include 401(k), employee discount, short term disability, long term disability, paid sick leave, paid national holidays, and paid vacation. Find competitive benefits from financial and education to well-being and beyond at https://corporate.target.com/careers/benefits.

Job Description

Join the Target Digital team, where your goal is to make the multi-channel shopping experience as simple, secure and enjoyable as a visit to your local Target store. You’ll develop strategies that drive sales and innovation while creating a fast, fun experience that inspires guest loyalty.

The Director leads the Digital Experience Support (DES) team and ensures the efficient execution of Target’s e-commerce business processes to maximize revenue, profitability, and guest conversion rates while ensuring a superior guest experience resulting in improved NPS, reduced guest Contacts, and reduced Cancelled Demand. This role leverages operational and digital expertise to lead a global team that triages and facilitates resolution of technical and process issues within the digital guest experience, monitors digital order pipelines, recovers from guest impacting issues, executes operational support, and drives continuous improvements to the digital guest experience.   

Use your skills, experience and talents to be a part of groundbreaking thinking and visionary goals. 

As Director - Digital Experience Support you will:

• Serve as a Champion and Ambassador of the global DES team bringing visibility to the team’s work across various enterprise partners and leaders

• Lead a global team who identifies risk to the business and the guest experience through webforms, order pipeline monitoring (i.e. stuck orders, backorders, missed commitments, cancellations), and alerts (i.e. fast sell) and utilizes operational levers to mitigate risks before they become guest/business impacting

• Develop and maintain internal and external relationships and collaborate with key partners to analyze and resolve issues (i.e. defect resolution with Product teams), identify trends, and influence enhancements to improve the guest experience and reduce guest facing fracture points

• Lead strategic conversations with business and support partners to make critical business and guest impacting decisions related to issues, order cancellations, guest recoveries, and guest communication  

• Act as a subject matter expert for cross-functional projects, provide strategic leadership in discussions and/or with initiatives, and operationalize group strategies and tactics

• Bring visibility to key trends and issues driving guest contacts or impacting the business through forums like the Digital Leadership Weekly Business Reviews, Digital Peak Stand Ups, Network Management Health Calls, etc.

• Lead global team capacity and Peak planning for the team

• Lead, coach and develop an engaged global team with 5 direct reports in MPLS and co-lead a team of 10-15 team members (Sr, Manager, Lead DES Analyst, Sr. DES Analysts, DES Analysts, and Contractors) in TII by facilitating intentional talent planning conversations, providing relevant feedback, visibility, and recognition

• Partner closely with the India DES team to align on shared global team priorities and ensure 24x7 support of guest and business impacting issues

• Align work, define goals, and hold team members and partners accountable to achieving key metrics related to webform SLA and webform, cancellation, missed commitments, and stuck order reduction.  

• Ensure the team has the knowledge and resources to efficiently and successfully perform their job

• Support team members and drive initiatives that motivate, engage, and inspire team members and drive retention

• Foster a diverse