What you’ll do at
Position Summary…
What you’ll do…
The Director, Operations Support Shared Services is a senior leadership role within Walmart’s Marketplace business responsible for overseeing all of the non-customer facing functions in the seller support organization . This role reports up to the Vice President of Seller Performance and Support partnering closely with the Support Operations and Risk Operations function s as well as with key functions outside of support such as product, technology, marketing, risk, finance, and human resources. This role will develop and implemen t strategies, processes, and standards to optimize contact center operations, drive efficiency, and enhance customer experiences. The Director of Contact Center Shared Services will establish performance metrics, and lead continuous improvement initiatives to meet service level objectives and customer satisfaction goals.
What you’ll do…
- Service Design Strategy: Develop and implement a comprehensive strategy for the design and execution of end-to-end service experience and capabilities across the organization.
- Customer and Operational Readiness: Collaborate with cross-functional teams to ensure effective communication and coordination of initiatives, including training, product updates, and service enhancements.
- Process Improvement and Technology Enablement : Continuously evaluate and improve processes and tools to drive a measurable impact to the customer experience. Implement and maintain customer support tools and technologies, such as CRM systems, knowledge bases, and ticketing systems, to streamline processes and improve productivity. Ensure changes impacting customers and associates are constantly getting tested and advanced with product, tool and data support. This includes staying abre ast of and innovating the latest in customer success and support technologies both internally and via third party solutions.
- Customer and Operational Analysis and Reporting: Provide the daily reporting capability necessary for all levels of a complex support organization to manage and operate while also playing a key role in providing deep analysis on customer sentiment and satisfaction in order to drive both internal and external improvemen t opportunities .
- Workforce Management: Lead the forecasting, planning, scheduling, and execution of the workforce plan ensuring that customer needs are always met , while also optimizing over the long term through significant gro wth and expansion.
- Learning: Ensure the associates have a lifecycle capability to get proficient in their roles with the ability to deliver the highest quality of interactions with customers while also preparing both individually and collectively for career development in the form of expanding through increasingly complex and demanding roles required by the organization.
- Team Leadership: Lead and mentor a diverse group of functional experts into a highly effective team capable of combining separate areas of responsibility into a coherent result.
- Stakeholder Communication: Effectively communicate plans against strategies demonstrating the effectiveness of the support organization while constantly adapting to changes impacting customers.
Preferred Qualifications
- Bachelor’s degree. Contact Center, Customer Experience, Project Management, Six Sigma, Lean, and [customer support] programs of study and certification are highly desirable.
- Extensive experience (15+ years) in contact center, customer success, and demonstrated experience across different operating and shared service functions.
- Extensive experience (15+ years) in eCommerce, Financial Services, and online Marketplaces is highly desirable. This includes experience both building in a high growth environment as well as successfully executing in a multi-billion dollar globally scaled enterprise.
- In-depth knowledge of contact center innovations is highly desirable.
- Excellent leadership and people management abilities, with a proven ability to lead and motivate teams.
- Exceptional communication and presentation skills, with the ability to convey complex concepts to both technical and non-technical stakeholders.
About Walmart Ecommerce
We are Walmart eCommerce – the team shaping the future of online shopping by defining the global online marketplace that influences millions of shoppers daily. We bring a passion and expertise that is unmatched, and our efforts have an epic impact on the world around us, both inside and outside of work. With colleagues across the nation, we strive to create a sense of belonging and embrace diversity in all forms, with no shortage of guidance and support for you as you grow and develop your career here. Discover the impact you can make at careers.walmart.com.
The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.
At Walmart, we offer competitive pay as well as performance-based incentive 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 at https://bit.ly/3iOOb1J .
The annual salary range for this position is $105,000.00-$223,000.00
Additional compensation includes annual or quarterly performance incentives.
Additional compensation for certain positions may also include:
– Regional Pay Zone (RPZ) (based on location)
– Stock equity incentives
Minimum Qualifications…
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications: Bachelor’s degree in Business Administration, Engineering, Operations, or related field and 5 years’ experience in operations, project management, or related area OR 7 years’ experience in operations, project management, or related area. 3 years’ supervisory experience.
Preferred Qualifications…
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Working on cross-functional teams or projects
Masters: Business Administration
Project Management – Project Management Professional – Certification Primary Location… 702 SW 8TH ST, BENTONVILLE, AR 72716, United States of America
About Walmart
At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability-and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries-all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?
Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.
Hello, NW Arkansas
With over 200 miles of trails, an emerging locally-sourced food scene, the world-renowned Crystal Bridges Museum-NWA has something for everyone.