Director, Contact Center

Walmart•Bentonville, AR

1d•Onsite

About The Position

We are seeking a Director of Care Operations to lead high-impact customer support functions within Walmart’s Customer Engagement Services (CES), focused on Last Mile Delivery. In this role, you’ll drive operational excellence across a complex support ecosystem serving customers, drivers, and applicants. You’ll shape strategy, optimize performance, and lead a large-scale team to deliver best-in-class service outcomes. This is a unique opportunity to influence critical delivery experiences at scale while building and developing high-performing teams. The Customer Engagement Services (CES) team is at the forefront of delivering seamless support experiences across Walmart’s Last Mile Delivery network. This team operates in a fast-paced, data-driven environment, partnering closely with cross-functional stakeholders to resolve issues and improve service quality. As part of this group, you’ll help translate business goals into operational strategies that directly impact customer satisfaction and delivery success. The team values accountability, innovation, and continuous improvement in everything they do.

Requirements

Extensive experience leading contact center or customer operations at scale, preferably in a fast-paced environment
Demonstrated ability to use data and analytics to drive operational decisions and performance improvements
Strong track record of managing workforce planning, service levels, and operational efficiency
Experience implementing or optimizing workforce management systems and tools
Ability to translate business objectives into actionable strategies and measurable outcomes
Proven leadership experience developing teams and managing through change
Clear and effective communication skills with experience influencing cross-functional stakeholders
Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 5 years’ experience in retail management, business, psychology, counseling, business administration, or related area OR 7 years’ experience in retail management, business, psychology, counseling, business administration, or related area

Nice To Haves

Managing virtual teams
Operations
Product Management
Project Management
Supervising Associates

Responsibilities

Lead end-to-end care operations supporting Last Mile Delivery, ensuring consistent, high-quality service across all touchpoints
Analyze operational performance data to identify inefficiencies and implement scalable process improvements
Partner with cross-functional stakeholders to align priorities, streamline workflows, and drive strategic initiatives
Oversee workforce planning, including resource allocation and service level management to meet business demands
Drive implementation and optimization of workforce management systems and operational tools
Develop and execute business strategies, including cost analysis and performance measurement frameworks
Build, mentor, and retain a high-performing team while fostering a culture of integrity and accountability

Benefits

Competitive pay
Performance-based bonus awards
Medical coverage
Vision coverage
Dental coverage
401(k)
Stock purchase
Company-paid life insurance
PTO (including sick leave)
Parental leave
Family care leave
Bereavement
Jury duty
Voting leave
Short-term disability
Long-term disability
Company discounts
Military Leave Pay
Adoption and surrogacy expense reimbursement
Live Better U (Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities, including high school completion to bachelor's degrees, English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.)