Position Title: Director- Service Operations

Department: Corporate Capability Centers / Global Services

Position Summary:

Responsible for enterprise-level operational governance, decision leadership, and performance oversight across the Kroger Capability Center (KCC). Ensures consistent execution, disciplined governance, and clear accountability across service towers, vendor management, demand intake, and continuous improvement initiatives without directly operating individual service processes. Acts as the central authority for operational decision rights, escalation resolution, and governance integrity to enable stability, scalability, and sustained performance improvement. Demonstrate the companys core values of respect, honesty, integrity, diversity, inclusion, and safety.

Essential Job Functions:

- Own and operate the enterprise operational governance system, including forums, decision rights, escalation paths, approval standards, and action tracking.
- Ensure consistent execution of operational governance across the KCC without directly managing day-to-day service operations.
- Serve as the final operational authority for resolving decision-right conflicts, escalating only when executive intervention is required.
- Maintain clarity, discipline, and accountability in operational decision-making across service towers, vendors, and delivery leaders.
- Lead and coach Vendor Managers on scorecard governance, remediation discipline, and commercial accountability.
- Ensure vendor performance issues are addressed at the appropriate level using evidence-based analysis and documented outcomes.
- Drive cross-provider alignment on performance metrics, accountability standards, and remediation approaches.
- Oversee the Command Center and set standards for activation criteria, early-warning thresholds, reporting rigor, and executive narratives.
- Ensure operational and performance insights translate into explicit decisions, sustained corrective actions, and prevention of repeat issues.
- Oversee the Request & Demand Management Lead to ensure disciplined intake, accurate classification, and protection of delivery capacity.
- Enforce accountability across request, demand, and delivery handoffs to improve flow efficiency and catalog adherence.
- Oversee process design and transition operations to ensure initiatives are appropriately selected, executed, and measured post-go-live.
- Ensure continuous improvement initiatives are driven by operational signals such as SLA risk, stability, backlog health, and vendor performance.
- Verify improvement initiatives close with measurable and sustained outcomes.




- Supervise and coach direct reports in the performance of their duties; complete performance reviews and provide feedback, 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:

- Bachelor's degree in business, Operations, Management, or related field (or equivalent experience).
- 15+ years of professional experience, including 5+ years in shared services, global operations, or support-function service delivery.
- Demonstrated leadership of multi-vendor delivery ecosystems and enterprise-wide governance cadences.
- Proven experience in performance analytics, portfolio or OKR planning, and executive-level communications.
- Experience integrating operational risk, compliance, and resilience into daily execution.

Desired Qualifications:

- Experience leading command center or enterprise operations management functions.
- Strong people leadership experience managing managers and harmonizing standards.
- Advanced problem-solving skills across business and technology domains.
- Experience driving large-scale operational stabilization and governance maturity initiatives.
- Strong executive stakeholder partnership and influence skills.

Kroger Leadership Model:

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

OUR COMMITMENT TO EQUAL OPPORTUNITY:

We are committed to creating an workplace 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.

- 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 significant 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.

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.

📌 Director - Service Operations (India)
🏢 Kroger Capability Center
📍 India