Director, Business Strategy and Integration
Director, Business Strategy and Integration
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$ 110000 - 220000
1 Vacancy
Job Description
Position Summary...
The Director Business Integration leads the design execution and scaling of a unified support model across Customer Engagement Services (CES). This leader is responsible for consolidating contact center operations aligning crossfunctional processes and integrating segmented teams into a standardized enterprise support framework. With deep crossfunctional partnerships across HR Finance Legal Operations and Technology this role ensures enterprise transitions are seamless sustainable and experienceled. The Director will conduct holistic resource assessments to ensure readiness and optimize integration planning across CES segments.What youll do...
The Director Business Integration leads the design execution and scaling of a unified support model across Customer Engagement Services (CES). This leader is responsible for consolidating contact center operations aligning crossfunctional processes and integrating segmented teams into a standardized enterprise support framework. With deep crossfunctional partnerships across HR Finance Legal Operations and Technology this role ensures enterprise transitions are seamless sustainable and experienceled. The Director will conduct holistic resource assessments to ensure readiness and optimize integration planning across CES segments.
Key Responsibilities
Enterprise Operating Model & Integration Strategy
- Design and implement the CES enterprise support operating model integrating contact centers platforms roles and KPIs
- Lead the endtoend contact center consolidation roadmap balancing cost quality and experience outcomes
- Translate longrange planning (LRP) and transformation priorities into a staged measurable integration plan
- Create frameworks that enable scalable repeatable transitions of support functions across the enterprise
Segment Resource Assessment & Transition Planning
- Conduct comprehensive assessments of existing resources across CES segmentscovering Operations Technology Finance Learning & Development and Workforce Management
- Identify duplicative or fragmented processes tools and roles and develop transition plans to standardize and optimize
- Evaluate talent alignment and create organizational designs for futurestate support functions
- Collaborate with Segment VPs and team leads to build realistic resource migration plans without disrupting business continuity
HR Finance & Legal Standardization
- Partner with HR to define consistent roles onboarding processes agent support models and change management plans
- Collaborate with Finance to establish labor and cost models budget transfers and benefit realization frameworks
- Work with Legal and Risk to ensure all integrations comply with policy contracts and jurisdictionspecific regulations
- Align transition strategies with organizational controls enterprise governance and employee engagement strategies
Governance Execution & Operational Readiness
- Establish and lead crossfunctional governance routines including SteerCos workstream checkins and dependency management
- Build business readiness playbooks and toolkits to guide teams through complex integrations
- Own program tracking KPI definition and executive reporting for enterprise consolidation milestones
- Serve as the escalation point for integration blockers risk mitigation and executive alignment
Value Realization & Scalability
- Define success metrics for consolidation and integration initiatives (e.g. cost per contact agent utilization contact resolution NPS experience parity)
- Drive continuous improvement through postintegration analysis and feedback loops
- Ensure futurestate operating model is adaptable to new business units acquisitions or emerging support needs
Qualifications
- 10 years of experience in enterprise operations transformation or largescale support integration
- Deep knowledge of contact center structures BPO/vendor transitions and enterprise tech stack consolidation
- Experience leading crossfunctional initiatives with HR Finance Legal Tech and Segment leaders
- Strong understanding of workforce planning change enablement and L&D in operational transitions
- Executivelevel presence with excellent communication and stakeholder engagement skills
- Bachelors degree required; MBA or advanced degree preferred
Success Profile
- Systemslevel thinker with a bias for action and structured execution
- Operates with credibility across executive operational and technical functions
- Comfortable leading through ambiguity conflict and complex change environments
- Focused on delivering longterm enterprise value while safeguarding customer and associate experience
- Skilled in balancing transformation speed with operational stability and cultural integration
For information about PTO see Better U is a Walmartpaid education benefit program for fulltime and parttime associates in Walmart and Sams Club facilities. Programs range from high school completion to bachelors degrees including English Language Learning and shortform 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 . Outlined below are the required minimum qualifications for this position. If none are listed there are no minimum qualifications. Outlined below are the optional preferred qualifications for this position. If none are listed there are no preferred qualifications.Minimum Qualifications...
Bachelors degree in Business Statistics Social Science Communications or related field and 6 years experience in retail merchandising operations management or related area OR 8 years experience in retail merchandising operations management or related area.
2 years supervisory experiencePreferred Qualifications...
Primary Location...
702 Sw 8Th St Bentonville AR 72716 United States of America
Required Experience:
Director
Employment Type
Full-Time
