Senior Director, Contact Center
Senior Director, Contact Center
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$ 130000 - 260000
1 Vacancy
Job Description
Position Summary...
What youll do...
Customer Enablement Services (CES) (previously Care Business Enablement) is looking for a Senior Director to lead a portfolio of operations teams in a fastpaced 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 jobrelated 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 Walmarts 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.
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...
Preferred Qualifications...
Primary Location...
702 Sw 8Th St Bentonville AR 72716 United States of America
Required Experience:
Exec
Employment Type
Full-Time
