VP, Operations Strategy & Transformation

QVC•West Chester, PA

5d•Hybrid

About The Position

This role owns the multi-year answer to the puzzle of managing a supply chain and contact strategy for a live social shopping company with concentrated, show-driven demand spikes, high order volumes, and customer expectations for fast, reliable delivery and personalized service. Reporting to the SVP, Chief Supply Chain Officer, this position will lead the 3-5 year strategy for both supply chain network and customer contact experience, including the capital roadmap. The role involves building and leading an operational analytics function, directing the corporate engineering and automation agenda, owning network design and capacity planning, shaping contact center workforce planning, and running the operations PMO. This is a builder role focused on standing up capabilities, making capital bets, and driving change at scale, with direct interaction with the CEO, brand presidents, merchandise leaders, and CFO.

Requirements

15+ years of progressive supply chain and operations experience, including volume planning, forecasting, capacity planning, and both strategic and tactical operations leadership at scale.
Direct experience leading or substantially shaping contact center operations, workforce planning, and scheduling, ideally in an environment with high daily volume volatility.
Deep expertise in network design and modeling, inventory flow (inbound, outbound, reverse), and the economics of multi-node fulfillment networks.
Track record of building and leading analytics teams that generate operational insight and drive real decisions across both supply chain and customer service contexts.
Experience owning or heavily influencing multi-year CAPEX plans, including building the business case, securing funding, and governing execution.
Strong command of supply chain and contact center technology and how they integrate, including WMS, WCS, TMS, YMS, S&OP, order management, workforce management, and customer contact platforms.
Proven ability to lead complex, cross-functional transformation across operations, customer service, finance, merchandising, and commercial partners.
Executive presence and the ability to influence at all levels, including the ELT, backed by the analytical credibility to win the technical argument when it matters.
Bachelor's degree in Engineering, Operations Management, or a related field.

Nice To Haves

Master's degree
Lean Six Sigma Black Belt certification

Responsibilities

Lead the development of the 3-5 year strategy for QVC Group's fulfillment network, automation footprint, supply chain capabilities, and customer contact experience across QVC US, HSN, and QI.
Own the multi-year CAPEX investment roadmap across fulfillment, transportation, planning systems, and contact center technology, partnering with Finance on prioritization, business case rigor, and execution discipline.
Build and lead an operational analytics function spanning Supply Chain and Customer Service & Experience, generating decision-grade insight on performance, productivity, and where targeted improvements drive service speed and convenience at every touch point.
Direct network design and capacity planning across the enterprise, modeling long-term volume and mix scenarios with the QVC and HSN commercial teams, balancing working capital, fulfillment cost, and last-mile economics.
Shape contact center fulfillment, workforce planning, and scheduling strategy for an environment defined by extreme daily volatility, building flexible workforce models and technology-enabled scheduling solutions that flex with on-air demand.
Lead the corporate industrial engineering team driving automation and technology across the fulfillment center network, and build a pipeline of scalable pilots with automation, technology, and data partners.
Champion a customer contact strategy that combines technology with human touch to create a more personalized and frictionless ordering and service experience across brands and channels.
Own the operations PMO and Project Delivery team, providing governance, change management, and cross-functional coordination across the portfolio of strategic initiatives.
Lead continuous improvement and Lean programs across the network, building a culture where the team brings data, challenges the status quo, and moves from business case to implementation with pace.
Serve as a trusted partner to the CEO, brand presidents, CFO, and CSCO, translating strategy into the language of the business and bringing a strong data-driven point of view to enterprise decisions.