Roles and responsibilities

Service Strategy & Advisory

• Define enterprise and omnichannel service strategy across the shopper, store, supplier and fulfilment ecosystems.

• Shape AI-native service vision, target operating models and multi-year transformation roadmaps.

• Develop business cases, prioritize investment and establish value-realization frameworks.

• Advise boards and C-suite on where to sequence quick wins against enterprise-scale change.

Experience Design

• Map end-to-end journeys for shoppers (order, delivery, returns, loyalty, complaints), associates (store, picker, contact centre) and suppliers (onboarding, purchase orders, invoicing, disputes).

• Blueprint services across people, process, data and technology layers.

• Identify moments of truth and design service recovery for stock-outs, failed deliveries, substitutions and disputed refunds.

• Define channel strategy spanning mobile app, web, WhatsApp, voice, social, store desk and associate/picker devices.

Operating Model & Process Transformation

• Design target operating models spanning shopper services, supplier services, store & workforce services, and fulfilment/ecosystem services.

• Design the workforce across shoppers, store associates, pickers and inventory teams, contact-centre specialists and leads, supplier account teams, and delivery partners/dispatchers.

• Establish governance frameworks — policy and business rules, approval/escalation thresholds, SLAs and entitlements, and human-in-the-loop checkpoints.

• Build KPI and performance frameworks tied to customer value, growth, margin, operational efficiency and enterprise resilience outcomes.

Technology & AI Transformation

• Set CRM and CCaaS platform strategy (Genesys, NICE, Salesforce Service Cloud, Five9, Amazon Connect).

• Shape knowledge and case management (ServiceNow, Zendesk).

• Design conversational and agentic AI (Kore.ai, Dialogflow) — intent detection, content enrichment, knowledge graphs and decisioning/policy engines.

• Integrate across order, store and supply-chain systems of record (OMS, POS, WMS, TMS, ERP, supplier/EDI portals) and IoT/GPS-enabled field and delivery tracking.

• Build service analytics, predictive/prescriptive models and root-cause analysis capability.

Job Title – Retail Service Reinvention – Senior Manager

Management Level:  L06 – Senior Manager

Location: Bangalore, Gurgaon, Mumbai (India; global remit)

Experience: 12+ Years (L06)

Must have skills: Retail Service Reinvention / Customer Service Strategy & Transformation; a blend of industry and consulting experience with deep understanding of the end-to-end retail value chain and how it drives service demand, volume and exceptions; experience shaping AI-native / agentic service operating models.