Position Summary:

Responsible for end-to-end service delivery outcomes supporting Merchandising and Marketing functions across captive and managed service provider (MSP) delivery models within the India Capability Center (KCC). Ensure business demand, service performance, vendor delivery, and customer experience outcomes are aligned to commercial priorities, campaign execution needs, and enterprise value objectives.
Demonstrate the companys core values of respect, honesty, integrity, diversity, inclusion, and safety.

Essential Job Functions:

- Own end-to-end service delivery outcomes for Merchandising and Marketing services across captive and third-party delivery models.
- Ensure reliable service performance during demand spikes, campaign periods, and time-sensitive commercial events.
- Maintain service continuity and resilience plans; lead the functional response during delivery disruptions or business-critical events.
- Co-own service scorecards, governance forums, and Quarterly Business Reviews (QBRs) with Vendor Managers.
- Monitor vendor performance, capacity, quality, and operational risk through a customer-value and demand-based lens.
- Escalate systemic vendors or delivery issues impacting service quality, campaign execution, customer value, or commercial readiness.
- Ensure third-party delivery remains aligned to business priorities, service commitments, and quality expectations.
- Oversee readiness, cutover, and hypercare activities for new or expanded Merchandising and Marketing services transitioning into the KCC.
- Validate business readiness, functional acceptance criteria, and downstream user impacts prior to go-live.
- Verify operational stabilization, value realization, and service performance postgo-live.
- Translate demand signals, backlog trends, service quality, and stakeholder input into actionable delivery priorities.
- Identify and oversee functional reinvention opportunities tied to customer value, demand shaping, and service experience improvements.
- Ensure governance models incorporate voice of the customer (VOC), business demand, service performance, and customer experience outcomes.
- Promote service improvements that enhance responsiveness, quality, and speed-to-execution for Merchandising and Marketing support.
- Build functional capability in Merchandising and Marketing operations, service management, and continuous improvement.
- Support budget management, demand planning, and benefits tracking; identify resource gaps or variances early.
- Supervise and coach direct reports in the performance of their duties; complete performance evaluations as applicable.
- Travel up to 20%,



as business needs require.
- Ability to work cooperatively in high paced and sometimes stressful environment
- Ability to manage conflict in a reasonable, nonconfrontational and cooperative manner
- Ability to act with honesty and integrity regarding customer and business information
- Ability to follow directions and seek assistance when necessary to resolve customer and business issues
- Provide support and assistance through direct interaction with minors, individuals with special needs, and/or older adults
- Must be able to perform the essential functions of this position with or without reasonable accommodation.

Minimum Requirements:

- Bachelors degree in Business, Marketing, Merchandising, Operations, or related field (or equivalent experience).
- 12+ years of professional experience, including 5+ years in shared services, global operations, or commercial operations.
- Experience managing vendor-supported service delivery and SLA-based performance environments.
- Proven experience with vendor management, issue escalation, and service governance.
- Strong transition, change, and hypercare experience.
- Demonstrated financial acumen supporting budgets, demand, and benefits management.

Qualifications:

- Deep experience supporting Merchandising and Marketing operating models.
- Strong understanding of commercial planning, campaign execution, and demand-driven service delivery.
- Experience managing customer-facing or category-facing support processes.
- Executive-level stakeholder management and communication skills.
- Experience building high-performing teams and continuous improvement cultures.

Kroger Leadership Model:

Some of the Leadership Behaviors needed to successfully perform this position are:

- Puts the Customer First- Anticipates customer needs, champions for the customer, acts with customers in mind, exceeds customers expectations, gains customers trust and respect.
- Communicates effectively and candidly- Communicates clearly and directly, approachable, relates well to others, engages people and helps them understand change, provides and seeks feedback, articulates clearly, actively listens.
- Achieves results through teamwork Is open to diverse ideas, works inclusively and collaboratively,



holds self and others accountable, involves others to accomplish individual and team goals.
- Leads through positive influence Demonstrates strong character; builds partnerships; models a conscious balance between work and personal life; takes personal responsibility for own development; role models leadership qualities such as motivation, inspiration, passion and trust.
- Coaches and develops others- Develops and cares about associates, builds effective teams, helps people be their best, values and manages diversity, provides candid and constructive feedback.
- Leads change and innovation - Challenges the status quo, embraces technology, puts forward creative ideas, champions and implements process improvements, gathers the ideas of others, demonstrates good judgment about which ideas will work.
- Executes with excellence - Is action oriented, drives for results, sets clear expectations and milestones, reviews progress, acts decisively, solves problems, can be counted on to consistently meet or exceed goals.
- Provides clear and strategic direction- Plans and organizes well, sets a clear and simple course of action, stays focused on the most important priorities, has the ability to visualize and plan for the future, understands the industry and marketplace.
- Safety Awareness -Identifying and correcting conditions that affect employee safety; upholding safety standards.

OUR COMMITMENT TO EQUAL OPPORTUNITY:

We are committed to creating an environment of respect, inclusion, and equal opportunity for all. We believe that a diverse workforce strengthens our ability to serve customers and communities effectively. We seek to attract, develop, and retain talent from a wide range of backgrounds and perspectives ensuring that everyone has the opportunity to contribute and grow. We provide equal employment opportunities to all applicants and employees, without regard to race, color, religion, gender, age, disability, or any other characteristic protected by applicable law. This commitment reflects our broader purpose to serve people, support communities, and create an setting where individuals can do their best work.

Talent Value Proposition statement:

At Kroger Capability Center India, your expertise becomes part of something bigger. Work alongside global teams, build capabilities across critical business functions, solve meaningful challenges, and help shape how Kroger operates and grows. As the center takes shape, you have the opportunity to contribute early, learn continuously, and see the connection between your work and the millions of customers Kroger serves.

📌 Senior Manager II Service Delivery - Supply Chain & Retail Operations (India)
🏢 Kroger Capability Center
📍 India