As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers. Target in India operates as a fully integrated part of Target's global team and has more than 4,000 team members supporting the company's global strategy and operations.
About Pyramid : Target Enterprise Services - Service Center Portfolio :
At the heart of Target's of enabling elevated customer experience, and shaping the Future of Intelligent Customer Service, the
Service Center team
is redefining how service is delivered across Stores, Guests, Business Partners, and internal Team Members. Our mission is to create a
world-class, tech-enabled service experience
that's fast, intuitive, and personalized.
Engineers and technologists on this team work on a
modern, cloud-native service enablement platform
that integrates cutting-edge vendor solutions with open-source technologies. From powering seamless self-service interactions to enabling complex assisted support journeys, our systems are built for scale, performance, and innovation.
One of the most exciting aspects of this portfolio is our
deep investment in Generative AI
. We're pioneering the use of
text and voice AI
to build intelligent virtual multi-agents, driven help experiences, and voice-assisted support tools pushing the boundaries of what's possible in digital service, while driving insights and analytics at scale
Joining the Service Center team means being part of a
forward-thinking, innovation-first environment
where technologists are empowered to build with purpose, experiment with new technologies, and shape the future of intelligent support for millions of users.
About the Role:
As a Technical Program Manager (TPM) on the Service Center Technology team at Target, you will play a pivotal role in transforming our Service Center ecosystem. Your primary focus will be on leading the technical program management of modernization initiatives in Workforce Management (WFM) and Digital Servicing within the contact center space and accelerating the journey for GenAI solutions.
You will collaborate closely with cross functional engineering, product, architecture, and operations teams to drive large-scale initiatives that enhance efficiency, scalability.
Key Responsibilities
Program Leadership
: Own and drive cross-functional programs focused on modernizing Workforce Management (WFM) and enhancing digital servicing capabilities (e.g., chatbots, self-service, omnichannel support), accelerate text and voice ai.
Technical Oversight
: Understand system architecture and technology platforms to identify integration points, scalability challenges, and modernization opportunities.
Stakeholder Management
: Act as the point of contact between technical teams, business stakeholders, and leadership to align goals and ensure clarity across efforts.
Planning & Execution
: Define program roadmaps, break down epics into deliverable milestones, track progress, and manage dependencies.
Risk Management
: Proactively identify program risks, bottlenecks, and issues; develop mitigation strategies; and drive resolution.
Metrics & Reporting
: Track and communicate program performance, KPIs, and progress updates through appropriate tools and channels.
Change Management
: Support teams in navigating organizational and technical change associated with modernization efforts.
Required Qualifications
Bachelor's degree in Computer Science, Engineering, or related technical discipline; advanced degree preferred.
8-10+ years of experience in technical program management or engineering program management, ideally in large-scale enterprise or consumer-facing environments.
Strong understanding of modern enterprise architectures, cloud technologies, APIs, microservices, and contact center platforms.
Proven ability to analyze complex technical and business problems and define structured, sustainable solutions.
Deep experience with risk management, dependency mapping, and driving programs to delivery across multiple teams.
Excellent verbal and written communication skills, with an ability to convey complex technical concepts to non-technical stakeholders.
Demonstrated success in driving programs in agile and hybrid environments.
Preferred Skills
Familiarity with contact centers tools and technologies and operational challenges.
Knowledge of digital servicing trends, including AI/ML in customer experience, conversational AI, and chatbots.
Proficiency in tools like JIRA, Confluence, and any program management platforms.
We are proud to provide benefits that support you, your family and your future.
Health and well-being
Target in India (TII) prioritizes our people by offering healthcare support, fitness programs, teleheath benefits (i.e., screenings and consultations) and 24/7 confidential mental well-being telecounseling support.
Financial well-being
Your financial well-being is bright with TII's comprehensive flexible insurance program, National Pension System, learning assistance program, day care support and much more.
Paid time off
TII encourages work-life balance with paid time off like privilege, casual, bereavement and parental leaves that offer support in all stages of life.
Competitive pay
TII knows our people are everything and proudly provides equitable and competitive pay.
Other benefits
From digitalized cafeteria solutions to transportation services to broadband reimbursement, enjoy special everyday perks.
Eligibility requirements may vary based on position, average hours worked, length of service and program requirements. Benefits are subject to change.
Creating a culture of joy
-----------------------------
We bring out the best in each other every day.
Inclusivity
We value diverse voices and approaches. We act with authenticity and respect. We create equitable experiences for all.
Connection
We build trusted relationships. We collaborate across business functions. We recognize and celebrate progress.
Drive
We do what is right for Target, our team and guests. We deliver results that matter. We continually learn by valuing progress over perfection.
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