Senior Director, Operations Support

Walmart • Bentonville, AR

4d • Onsite

About The Position

The Senior Director of Customer Engagement Services (CES) Operations Support plays a crucial role in enhancing the experience of both customers and associates. By overseeing support functions for over 20,000 agents across 13 countries and 27 states within the U.S., this position directly influences the efficiency and effectiveness of CES operations. This role will serve as a strategic leader responsible for overseeing and transforming all key areas within operations support, helping drive a comprehensive overhaul of the operational framework while fostering greater efficiency and collaboration across the organization. The leader will deliver unified support for strategic areas and drive business objectives by consolidating support functions, including Forecasting & Resource Planning, Scheduling, Workforce Planning Reporting, New Hire Agent Support & Tech Delivery, Continuing Education, Learning & Development, and Run the Business Operations Excellence. This position will serve as a catalyst for change and directly contribute to achieving business objectives. About Customer Engagement Services: Customer Engagement Services supports customers and associates across Walmart through a broad portfolio of service and support experiences. Our teams combine frontline operations, operational enablement, technology, data, and innovation to simplify experiences, solve problems, and continuously improve how we serve.

Requirements

• Experience leading large-scale operations, workforce planning, or shared support functions in a complex, multi-site environment.
• Strong capability in operational analytics, performance management, resource planning, and translating data into action.
• Experience building and developing high-performing teams while influencing leaders across functions and levels.
• Ability to lead transformation through process improvement, technology, automation, and AI-enabled ways of working.
• Executive-level communication and business acumen, including experience managing budgets, priorities, and long-range plans.
• Bachelor’s degree in Business Administration, Engineering, Operations, or related field and 6 years’ experience in operations, project management, or related area OR 8 years’ experience in operations, project management, or related area.
• 4 years’ supervisory experience.

Nice To Haves

• Leading a cross-functional team
• Masters: Business Administration
• Masters: Computer Engineering
• Masters: Operations Management
• Project Management - Project Management Professional - Certification

Responsibilities

• Conduct comprehensive operational assessments across CES support functions and implement strategic changes that improve efficiency, consistency, service levels, and overall effectiveness.
• Develop and execute workforce optimization strategies, including forecasting, resource planning, scheduling, and staffing alignment to support current business needs and long-range organizational goals.
• Lead the evolution of Learning & Development by leveraging enterprise assets, strengthening continuing education, and ensuring training programs enhance agent readiness, productivity, and business outcomes.
• Establish metrics, reporting, and performance-monitoring routines to track operational success, workforce effectiveness, agent support, training performance, and progress against strategic priorities.
• Drive a culture of continuous improvement by using technology, data analytics, automation, and best practices to identify opportunities, solve operational challenges, and improve team performance.
• Build, mentor, and lead high-performing teams equipped to meet evolving business needs, support transformation, and deliver consistent results across CES Operations Support.
• Oversee Annual Operating Plan and Long-Range Planning processes, ensuring budgets, resources, and priorities are aligned to strategic goals and effectively managed to support operational initiatives.

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
• PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes
• Live Better U (Walmart-paid education benefit program for full-time and part-time associates)

What This Job Offers

• Job Type: Full-time
• Career Level: Director