VP, Operations Strategy & Transformation

QVC•West Chester, PA

4d•Hybrid

About The Position

Working at QVC Group means joining a live social shopping company with incredible teams, ambitious projects and amazing careers. QVC Group, Inc. is a Fortune 500 company with six leading retail brands - QVC, HSN, Ballard Designs, Frontgate, Garnet Hill and Grandin Road. This role owns the multi-year answer to the puzzle of a supply chain and contact strategy that most retailers never have to design, dealing with concentrated, show-driven demand spikes, order services call volumes that can quadruple in an hour, fulfillment centers that may move 30,000 units one day and 130,000 the next, with every order shipping in one to two days. Two domestic fulfillment networks across QVC US and HSN, plus QVC International, and a customer who expects fast, reliable delivery and a personalized, frictionless service experience regardless of brand, channel, or when the show aired. Reporting to the SVP, Chief Supply Chain Officer, you will lead the 3-5 year strategy for both our supply chain network and our customer contact experience, and the capital roadmap that brings it to life. You will build and lead an operational analytics function spanning Supply Chain and Customer Service & Experience, direct the corporate engineering and automation agenda, own network design and capacity planning across the enterprise, shape contact center workforce planning and scheduling for an environment defined by volatility, and run the operations PMO that governs execution. This is a builder role. You will stand up capabilities, make capital bets, and drive change at scale. You will work directly with the CEO, brand presidents, merchandise leaders, and CFO. If you are energized by complex network and workforce problems, fluent in combining technology with human touch to elevate the customer experience, and want to shape where a Fortune 500 retailer invests over the next five years, keep reading.

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 and Lean Six Sigma Black Belt certification valued

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