Senior Director, Operations Support
Sales & Business Development, Operations, Customer Service · Full-time
Posted on Sep 24, 2026
Position Summary...
The Senior Director of Customer Engagement Services (CES) Operations Support plays a crucial role in enhancing the experience of both customers and associates. By overseeing support functions for over 20,000 agents across 13 countries and 27 states within the U.S., this position directly influences the efficiency and effectiveness of CES operations. This role will serve as a strategic leader responsible for overseeing and transforming all key areas within operations support, helping drive a comprehensive overhaul of the operational framework while fostering greater efficiency and collaboration across the organization. The leader will deliver unified support for strategic areas and drive business objectives by consolidating support functions, including Forecasting & Resource Planning, Scheduling, Workforce Planning Reporting, New Hire Agent Support & Tech Delivery, Continuing Education, Learning & Development, and Run the Business Operations Excellence. This position will serve as a catalyst for change and directly contribute to achieving business objectives.About Customer Engagement Services:
Customer Engagement Services supports customers and associates across Walmart through a broad portfolio of service and support experiences. Our teams combine frontline operations, operational enablement, technology, data, and innovation to simplify experiences, solve problems, and continuously improve how we serve.
What you'll do...
• Conduct comprehensive operational assessments across CES support functions and implement strategic changes that improve efficiency, consistency, service levels, and overall effectiveness.
• Develop and execute workforce optimization strategies, including forecasting, resource planning, scheduling, and staffing alignment to support current business needs and long-range organizational goals.
• Lead the evolution of Learning & Development by leveraging enterprise assets, strengthening continuing education, and ensuring training programs enhance agent readiness, productivity, and business outcomes.
• Establish metrics, reporting, and performance-monitoring routines to track operational success, workforce effectiveness, agent support, training performance, and progress against strategic priorities.
• Drive a culture of continuous improvement by using technology, data analytics, automation, and best practices to identify opportunities, solve operational challenges, and improve team performance.
• Build, mentor, and lead high-performing teams equipped to meet evolving business needs, support transformation, and deliver consistent results across CES Operations Support.
• Oversee Annual Operating Plan and Long-Range Planning processes, ensuring budgets, resources, and priorities are aligned to strategic goals and effectively managed to support operational initiatives.
What you'll bring:
• Experience leading large-scale operations, workforce planning, or shared support functions in a complex, multi-site environment.
• Strong capability in operational analytics, performance management, resource planning, and translating data into action.
• Experience building and developing high-performing teams while influencing leaders across functions and levels.
• Ability to lead transformation through process improvement, technology, automation, and AI-enabled ways of working.
• Executive-level communication and business acumen, including experience managing budgets, priorities, and long-range plans.
At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
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 :
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Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum QualificationsBachelor’s degree in Business Administration, Engineering, Operations , or related field and 6 years’ experience in operations, project
management, or related area OR 8 years’ experience in operations, project management, or related area.
4 years’ supervisory experience.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Leading a cross-functional teamMasters: Business Administration, Masters: Computer Engineering, Masters: Operations ManagementProject Management - Project Management Professional - Certification
