Group Director, Operations
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Job Location:
Bentonville, AR - USA
Monthly Salary:
$ 160000 - 320000
Posted on:
7 days ago
Vacancies:
1 Vacancy
Job Summary
Position Summary...
This position is responsible for the operation of the Customer Engagement Services (CES) department supporting over 20000 agents across 7 countries including the US and India.The Group Director Operations plays a critical role in enhancing the experience of both customers and associates by overseeing support functions driving operational efficiency and supporting strategic business initiatives. The role manages contact volumes across 45 lines of business leveraging a global footprint of Walmart-badged associates and a BPO network of six providers. Operations focus on speed quality and measurable success.
What youll do...
- Develops and drives operations strategies: Sets operational objectives for multiple divisions and strategic business units by providing leadership converting vision and strategy into actionable plans and guiding alignment of functional and departmental business plans.
- Provides overall direction: Analyzes business objectives and customer needs develops and implements business strategies evaluates operational processes and promotes a customer-focused environment.
- Oversees execution of large-scale projects: Manages complex projects and programs develops solutions and contingency plans and manages budgets and expenditures.
- Workforce Optimization: Develops and implements strategies to attract retain and develop a highly skilled and engaged workforce supporting mentorship workforce development and succession planning.
- Performance Monitoring: Establishes metrics and systems to track success of operational initiatives including CSAT AHT CPD transfer rate productivity and resource utilization.
- Strategic Planning: Develops multi-year plans to improve performance profit and loss and customer experience; supports AGOP & LRP planning and budgeting.
- Learning & Development: Drives initiatives to enhance learning training effectiveness and agent proficiency.
- Cultivates an environment of integrity: Integrates company standards of integrity and ethics into all programs and practices supports the Open Door Policy and ensures compliance.
- Stakeholder Engagement: Builds relationships with key stakeholders supports community outreach and drives execution of business solutions.
- Risk Management: Identifies and mitigates operational risks ensuring business continuity and consistent quality.
What Youll Bring....
- Operations Management
- Leadership
- Business Strategies
- Data Analysis
- Project Management
- Workforce Optimization
- Performance Monitoring
- Strategic Planning
- Learning & Development
Leadership Expectations
- Respect the Individual: Builds high-performing teams embraces diversity fosters belonging and empowers associates.
- Act with Integrity: Maintains high standards of ethics and compliance models company values and supports sustainability and community initiatives.
- Serve Customers and Members: Delivers business results with a customer-first mindset leveraging data and analytics.
- Strive for Excellence: Drives continuous improvement innovation and adoption of new technology.
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 Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sams Club facilities. Programs range from high school completion to bachelors 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 .
The annual salary range for this position is $160000.00 - $320000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
- Stock
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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 Qualifications: Bachelors degree in Business Administration Engineering Operations or related field and 7 years experience in operations project management or related area OR 9 years experience in operations project management or related area. 5 years supervisory experience.Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed there are no preferred qualifications.
Leadership of cross-functional task forces or projectsMasters Masters: Operations ManagementProject Management - Project Management Professional - CertificationPrimary Location...
805 Respect Dr Bentonville AR 72716 United States of AmericaWalmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.Required Experience:
Director
About Company
Walmart started with one man. In 1962, Sam Walton began with just one store and one mission: help people save money so they could live better. As a growing global digital enterprise and with over 11,500 stores, we maintain Mr. Sam’s vision, but now, we are able to help more customers ... View more
