About Latinum

Latinum is hiring for a leading global technology consulting and business process services organization, supporting leading U.S. and global retail brands through customer experience transformation, operational excellence, and business process and managed services. The organization is seeking an experienced
Delivery Leader – Retail Operations
to lead large-scale retail CX and contact center operations, drive operational and financial performance, and manage transformation-led retail engagements.

Delivery Leader – Retail Operations

We are seeking an experienced
Retail CX / Contact Center Delivery Leader
to lead large-scale retail customer experience operations for leading U.S. and global retail brands. The ideal candidate will have strong experience in
Retail CX, BPO/Contact Center operations, large-scale delivery management, P&L; ownership, executive client engagement, workforce management, and CX transformation
.
- Experience:
15+ Years
- Location:
Kolkata, West Bengal, India
- CTC:
As per Experience
- Employment Type:
Full-time

Key Responsibilities




- Lead and scale
400–700+ FTE
retail CX operations across voice, chat, email, social, and digital channels.
- Own end-to-end delivery performance across
CSAT, NPS, SLAs, quality, productivity, revenue protection, and cost-to-serve
.
- Drive omni-channel retail customer journeys covering
sales support, order management, fulfillment, returns/refunds, loyalty, and post-purchase care
.
- Serve as a
Retail CX Subject Matter Expert
, with strong understanding of U.S. consumer journeys, seasonal demand cycles, holidays, promotions, and event-led sales volatility.
- Establish standardized
delivery governance, operational rigor, and scalable operating models
across retail service towers.
- Build and manage robust relationships with
VP/SVP-level client stakeholders
across Operations, Digital, CX, and Transformation.
- Lead CX transformation initiatives involving
AI-led automation, conversational AI, analytics, dig

📌 Delivery Leader – Retail Operations | AGM (Kolkata)
🏢 Latinum Hr Solutions
📍 Kolkata