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 solid relationships with VP/SVP-level client stakeholders across Operations, Digital, CX, and Transformation.
- Lead CX transformation initiatives involving AI-led automation, conversational AI, analytics, digital/self-service enablement, and knowledge management .
- Partner with Sales and Solutions teams on RFPs, solution design, pricing, workforce strategies, and value articulation for retail growth opportunities.
- Own financial outcomes including P&L; levers, productivity improvement, margin expansion, and cost optimization .
- Drive WFM strategy , including forecasting, capacity planning, shrinkage control, and peak-season management.
- Build leadership bench strength and foster a high-performance culture focused on engagement, retention, and succession planning .

Requirements

- 15+ years of relevant experience in Retail CX, BPO, or Contact Center Operations .
- 8+ years of experience in senior leadership roles managing large, multi-channel delivery programs.




- Proven experience leading large-scale retail CX/contact center operations in the U.S. market .
- Strong understanding of U.S. retail operations, including order lifecycle, payments, fulfillment, returns, refunds, loyalty, and post-purchase customer care .
- Strong financial acumen with experience in operating budgets, P&L; levers, cost management, productivity, and margin improvement .
- Deep expertise in SLA governance, service recovery, operational excellence, and enterprise-scale CX transformation .
- Experience with omni-channel CX platforms and CRMs such as Salesforce, Zendesk, or Microsoft Dynamics , along with WFM and QA platforms.
- Exposure to AI, automation, conversational AI, knowledge management, and CX analytics initiatives.
- Experience working with U.S.-based or global retail clients in transformation-led engagements.
- Strong executive communication, stakeholder management, analytical, and leadership skills .
- Lean, Six Sigma, or CX-related certifications will be an advantage.
- Bachelor’s degree required; Master’s degree in Business, Retail Management, or a related field preferred.

Personal Attributes

- Customer-centric and solution-oriented with a strong ownership mindset.
- Comfortable operating in fast-paced, high-variance U.S. retail environments.
- Resilient, adaptable, and credible when working with senior client and internal stakeholders.
- Strong data-driven, outcomes-oriented, and commercially aware leadership approach.

? Interested candidates can share their resume at [email protected] & [email protected]

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