Director, Technology Operations

Walmart • Bentonville, AR

5d • $110,000 - $220,000

About The Position

Position Summary... The Director, Technology Operations is accountable for defining and leading the CES Average Handle Time program through technology strategy, execution, and optimization. Acting as the single threaded business owner for AHT outcomes, this role connects Operations, Product, Engineering, and Analytics to remove friction from associate workflows, automate manual effort, and accelerate resolution without compromising customer experience. The Director leads a cross functional agenda spanning workflow orchestration, tooling optimization, automation, and AI enablement to deliver measurable improvements in AHT, productivity, cost to serve, and contact prevention while strengthening long term platform scalability and governance. What you'll do... AHT Strategy and Program Leadership Define and execute the CES wide AHT reduction roadmap aligned to enterprise performance goals Own AHT as a measurable outcome across tools, workflows, automation, and AI enabled execution Partner with Operations, Product, and Engineering to prioritize initiatives based on ROI and operational impact Serve as the accountable owner for AHT performance, leading cross functional reviews to track progress, dependencies, and risk Translate operational friction into scalable technology solutions that reduce handle time and cognitive load Technology Enablement, Optimization, and Defect Prevention Drive adoption of workflow orchestration, automation, and AI assisted execution capabilities Identify and retire duplicative or low value tools that increase associate effort or complexity Partner with Quality, Knowledge, and Engineering teams to prevent contact creation by resolving systemic process and tooling defects Ensure solutions are scalable, governable, and aligned with long term CES platform strategy Monitor delivery schedules, adoption, and realized savings across AHT initiatives Cross Functional Integration and Communication Establish AHT performance dashboards and maturity reporting for senior leadership Communicate progress, outcomes, and risks in clear, data driven business language Align CES AHT strategy with broader enterprise automation and AI initiatives to enable reuse and scale What You'll Bring....

Requirements

• Bachelor’s degree or equivalent experience in technology operations, business operations, or a related field
• 8 plus years leading large scale operational, technology, or performance programs in service or contact center environments
• Demonstrated ownership of enterprise performance metrics such as AHT, productivity, or cost to serve
• Proven ability to lead complex cross functional initiatives across Operations, Product, and Engineering
• Strong executive communication and data driven decision making skills

Nice To Haves

• Experience driving workflow optimization, automation, or AI enabled execution at scale
• Familiarity with contact center platforms, agent tooling, or knowledge systems
• Experience operating in highly matrixed enterprise environments
• Master’s degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 5 years' experience in project management, program management, program operations, or related area.
• We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly.
• The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.

Responsibilities

• Define and execute the CES wide AHT reduction roadmap aligned to enterprise performance goals
• Own AHT as a measurable outcome across tools, workflows, automation, and AI enabled execution
• Partner with Operations, Product, and Engineering to prioritize initiatives based on ROI and operational impact
• Serve as the accountable owner for AHT performance, leading cross functional reviews to track progress, dependencies, and risk
• Translate operational friction into scalable technology solutions that reduce handle time and cognitive load
• Drive adoption of workflow orchestration, automation, and AI assisted execution capabilities
• Identify and retire duplicative or low value tools that increase associate effort or complexity
• Partner with Quality, Knowledge, and Engineering teams to prevent contact creation by resolving systemic process and tooling defects
• Ensure solutions are scalable, governable, and aligned with long term CES platform strategy
• Monitor delivery schedules, adoption, and realized savings across AHT initiatives
• Establish AHT performance dashboards and maturity reporting for senior leadership
• Communicate progress, outcomes, and risks in clear, data driven business language
• Align CES AHT strategy with broader enterprise automation and AI initiatives to enable reuse and scale

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 11-50 employees