Sr Manager FMOC (Remote or HQ Based)

Employer
Target
Location
Brooklyn Park, Minnesota
Posted
Jul 29, 2021
Closes
Aug 10, 2021
Employment Status
Full Time
Description:
About us:

Target is an iconic brand, a Fortune 50 company and one of America's leading retailers.

The Financial and Retail Services (FRS) organization is close to the action when it comes to communication-whether with guests or Target team members. From guest service professionals and product designers, to vendor managers and financial and workforce management analysts, FRS comprises several key and high-visibility areas that elevate and nurture Target's distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable, and committed service-from the inside out-through enterprise services our people can count on.

FRS includes several contact centers focused on the quick and seamless resolution of a variety of issues. From REDcard® Guest Services to the Client Support Center, we pride ourselves on infusing every interaction with that signature Target service that guests and team members alike have come to expect. We directly support Target's bottom line through building guest loyalty as the retailer of choice and taking care of our team members so that they can get back to the work they do best, from headquarters to stores to distribution centers.

Team member-facing contact centers include the Client Support Center (CSC) for companywide level-one technical support, Facilities Management Operations Center (FMOC) which acts as the property management hub for our store locations, and the Transportation Command Center Delivery Services (TCC) which provides round-the-clock resolution of logistical issues, Travel Services, which manages all travel and expense-related work for the enterprise, and the Connected Commerce Service Center which supports our mobile phone business.

As a Sr. Manager in Facilities Management Operations Center, you will provide strategic and operational leadership for FMOC service center leaders and team members, with responsibility for approximately 5-6 exempt leaders and up to 90 FMOC agents taking various call types. You will be responsible for motivating and developing leaders in a fast-paced environment and creating a culture that delivers a great experience for your team members and partners with every interaction. You will be responsible for driving all aspects of team member performance and recognition and for meeting budget goals. You will design and implement operational strategies that drive engagement with our teams, fosters a guest-focused environment, and delivers on key business objectives by achieving service goals. You will be responsible for using critical thinking and analytical skills to identify areas for team and business process opportunities, assessing data and business intelligence to provide insights about critical work, and providing recommendations that align to the changing business needs. You will be responsible for identifying department trends and developing coaching strategies for our team to align with Target Properties and enterprise initiatives, while managing relationships with support teams across the company. Core responsibilities are described within this Job Description. Job duties may change at any time due to business needs.

This position can be remote or HQ Based.

About you:
  • Four-year degree or equivalent experience
  • 5+ years of proven direct or indirect leadership experience
  • 8+ years of experience in operations, contact center, stores or distribution/transportation services
  • Ability to flex schedule to meet the demands of the business, including nights, weekends, and holidays
  • Some travel required
  • Large scale project experience
  • Prior experience with facilities management preferred


Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information.

Qualifications:

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