Senior Director, Contact Center
Walmart
Position Summary...
What you'll do...
Customer Enablement Services (CES) (previously Care Business Enablement) is looking for a Senior Director to lead a portfolio of operations teams in a fast-paced scaled operational environment. The leader in this space will be the single threaded operational owner of multiple lines of business supporting the broader Walmart enterprise. They are responsible for fostering an engaging environment for associates and leaders, meeting defined operational targets, managing the financial performance to meet AOP expectations, and building and executing the operational strategy. The ideal candidate has deep experience leading scaled operations teams, both directly and by leveraging vendor partners. The individual in this position will be expected to perform additional job-related responsibilities and duties as assigned and/or necessary.
Who we are…
CES Operations manages ~100M contacts annually across over three dozen lines of business to include eComm customers, store associates, Spark drivers/applicants, specialty businesses, fraud, and more. The network is comprised of thousands of Walmart associates located remotely in 26 states in the US and in a dedicated site in Chennai, India. In addition, CES manages a network of outsource partners globally to meet the volume demands of our growing eComm business. We work in close partnership with business owners across CES and Walmart to ensure that the right support models are in place to manage experiences with high quality and efficiency. We strive to embody Walmart’s mission to be people led and tech powered.
What you will do….
- Develop and drive operational strategy for multiple business units.
- Build a culture of engagement, ownership, accountability, and performance.
- Serve as a relentless advocate for customer, associate and/or partner experiences.
- Build strong relationships and partnerships with key stakeholders to influence and advance your strategy and to improve outcomes.
- Provide input and guidance on the solutions needed to continue to raise the bar operationally.
- Develop and grow strong leadership across all aspects of your organization.
What you will bring….
- Focus. The ability to work at scale leveraging an unrelenting focus on balancing the associate experience with operational efficiency and outcomes. Prior scaled operations leadership a must for this role.
- A drive for excellence. Operations are often the last opportunity for Walmart to save a relationship. We need to deliver.
- A leader of leaders. This role is responsible for attracting, growing and retaining a large team of people, leaders and associates.
- A strategic mindset. You thrive in finding innovative ways to scale solutions across a large people organization.
- A holistic perspective. You consider a range of inputs from qualitative to highly quantitative across a broad landscape.
- Respect for data. Data is a key element to your decision making, evaluating progress, and informing continuous improvement opportunities.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices.
Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $130,000.00-$260,000.00
Additional compensation includes annual or quarterly performance bonuses.
Additional compensation for certain positions may also include:
- Stock
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 7 years’ experience in retail management, business, psychology, counseling, business administration, or related area OR 9 years’ experience in retail management, business, psychology, counseling, business administration, or related area.Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Building system requirements and implementing new technologies., Customer service, contact center, service desk, or related area, Managing teams in an operations or production environment, Project Management, Supervisory experience
