About Us:

As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers. Target in India operates as a fully integrated part of Target’s global team and has more than 4,000 team members supporting the company’s global strategy and operations.

About Pyramid : Target Enterprise Services - Service Center Portfolio :

At the heart of Target’s of enabling elevated customer experience, and shaping the Future of Intelligent Customer Service, the Service Center team is redefining how service is delivered across Stores, Guests, Business Partners, and internal Team Members. Our mission is to create a world-class, tech-enabled service experience that’s fast, intuitive, and personalized.

Engineers and technologists on this team work on a modern, cloud-native service enablement platform that integrates cutting-edge vendor solutions with open-source technologies. From powering seamless self-service interactions to enabling complex assisted support journeys, our systems are built for scale, performance, and innovation.

One of the most exciting aspects of this portfolio is our deep investment in Generative AI. We’re pioneering the use of text and voice AI to build intelligent virtual multi-agents, driven help experiences, and voice-assisted support tools pushing the boundaries of what’s possible in digital service, while driving insights and analytics at scale

Joining the Service Center team means being part of a forward-thinking, innovation-first environment where technologists are empowered to build with purpose, experiment with new technologies, and shape the future of intelligent support for millions of users.

About the Role:

As a Technical Program Manager (TPM) on the Service Center Technology team at Target, you will play a pivotal role in transforming our Service Center ecosystem. Your primary focus will be on leading the technical program management of modernization initiatives in Workforce Management (WFM) and Digital Servicing within the contact center space and accelerating the journey for GenAI solutions.

You will collaborate closely with cross functional engineering, product, architecture, and operations teams to drive large-scale initiatives that enhance efficiency, scalability.

Key Responsibilities

• Program Leadership: Own and drive cross-functional programs focused on modernizing Workforce Management (WFM) and enhancing digital servicing capabilities (e.g., chatbots, self-service, omnichannel support), accelerate text and voice ai.

• Technical Oversight: Understand system architecture and technology platforms to identify integration points, scalability challenges, and modernization opportunities.

• Stakeholder Management: Act as the point of contact between technical teams, business stakeholders, and leadership to align goals and ensure clarity across efforts.

• Planning & Execution: Define program roadmaps, break down epics into deliverable milestones, track progress, and manage dependencies.

• Risk Management: Proactively identify program risks, bottlenecks, and issues; develop mitigation strategies; and drive resolution.

• Metrics & Reporting: Track and communicate program performance, KPIs, and progress updates through appropriate tools and channels.

• Change Management: Support teams in navigating organizational and technical change associated with modernization efforts.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related technical discipline; advanced degree preferred.

• 8-10+ years of experience in technical program management or engineering program management, ideally in large-scale enterprise or consumer-facing environments.

• Strong understanding of modern enterprise architectures, cloud technologies, APIs, microservices, and contact center platforms.

• Proven ability to analyze complex technical and business problems and define structured, sustainable solutions.

• Deep experience with risk management, dependency mapping, and driving programs to delivery across multiple teams.

• Excellent verbal and written communication skills, with an ability to convey complex technical concepts to non-technical stakeholders.

• Demonstrated success in driving programs in agile and hybrid environments.

Preferred Skills

• Familiarity with contact centers tools and technologies and operational challenges.

• Knowledge of digital servicing trends, including AI/ML in customer experience, conversational AI, and chatbots.

• Proficiency in tools like JIRA, Confluence, and any program management platforms.

Know More About Us Here:

Life at Target-https://india.target.com/
Benefits-https://india.target.com/life-at-target/workplace/benefits
Culture-https://india.target.com/life-at-target/belonging