Position Summary:

Responsible for end-to-end service delivery outcomes supporting Supply Chain and Retail Operations across captive and managed service provider (MSP) delivery models within the Kroger Capability Center (KCC). Ensures service continuity, operational stability, throughput, and execution reliability in high-volume, time-sensitive fulfillment environments while supporting business continuity, cost-to-serve optimization, and continuous improvement 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 Supply Chain and Retail Operations services across captive and third-party delivery models.
- Ensure reliable operational performance supporting business continuity, throughout targets, and execution reliability.
- Lead the functional response to service disruptions, volume spikes, operational incidents, and execution risks.
- Maintain service continuity and resilience plans for fulfillment and retail operations services.
- Co-own service scorecards, governance routines, and Quarterly Business Reviews (QBRs) with Vendor Managers.
- Monitor and calibrate provider performance, capacity, quality, and operational risk through an operations-focused lens.
- Escalate systemic issues impacting service continuity, fulfillment speed, throughput, or reliability to KCC leadership.
- Ensure third-party delivery remains aligned to operational priorities, service commitments, and performance expectations.
- Oversee readiness, cutover, and hypercare activities for new or expanded Supply Chain and Retail Operations services transitioning into the KCC.
- Validate operational readiness, functional acceptance criteria, and upstream/downstream impacts prior to go-live.
- Verify service stabilization, throughput recovery, and value realization postgo-live.
- Lead functional performance reviews and prepare data-driven inputs for Customer Councils and KCC governance forums.
- Translate service metrics, incident trends, capacity constraints, and operational risks into clear action plans.
- Support reinvention initiatives focused on service stability, throughput improvement, and cost-to-serve reduction.
- Build functional capability and accountability across the fulfillment operations tower.
- Support run-cost management, demand forecasting, and benefits tracking; intervene early on variances.
- 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 Supply Chain, Operations, Business, or related field (or equivalent experience).
- 12+ years of professional experience, including 5+ years in shared services, global operations, or operational service delivery.
- Experience managing vendor-supported, SLA-based operational environments.
- Proven experience with issue escalation, incident management, and operational recovery.
- Strong transition, change, and hypercare leadership experience.
- Demonstrated financial acumen supporting run-cost management and benefits realization.

Qualifications:

- Deep experience in Supply Chain and Retail Operations.
- Solid understanding of fulfillment operations, operational planning, inventory and order flow, and exception management.
- Experience leading teams in high-volume, time-sensitive service environments.
- Experience driving continuous improvement and cost-to-serve optimization initiatives.
- Strong stakeholder management and cross-functional collaboration skills.

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 environment 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 (Bengaluru)
🏢 Kroger Capability Center
📍 Bengaluru