Position Summary...
This pivotal role oversees the Customer Engagement Services (CES) department, managing operations for over 20,000 agents across seven countries, including the US and India. As the Director of Global Operations, you will enhance the experience for both customers and employees by optimizing support functions and driving operational excellence.
What you'll do...
Develop and implement strategic operational goals for various divisions, transforming vision into actionable plans and aligning departmental objectives.
Provide overall direction by assessing business objectives and customer needs, formulating business strategies, and fostering a customer-centric environment.
Oversee the execution of large-scale initiatives, effectively managing complex projects, budgets, and risk mitigation strategies.
Drive workforce optimization strategies aimed at attracting, retaining, and nurturing a highly skilled and engaged team through mentorship and succession planning.
Monitor performance by establishing and analyzing key metrics related to operational success, including customer satisfaction and productivity rates.
Engage in strategic planning by developing multi-year initiatives to improve performance, profitability, and overall customer experience.
Advance learning and development programs that enhance training effectiveness and agent skills.
Foster a culture of integrity by integrating ethical standards into all operations and ensuring compliance with company policies.
Build and maintain relationships with key stakeholders and promote community outreach to drive effective business solutions.
Proactively identify and mitigate operational risks, ensuring long-term business continuity and quality delivery.
What You'll Bring.... Strong background in Operations Management
Proven Leadership skills
Experience in developing Business Strategies
Data Analysis expertise
Project Management experience
Skill in Workforce Optimization
Performance Monitoring abilities
Strategic Planning experience
Commitment to Learning & Development
Leadership Expectations Respect the Individual: Foster diversity, build high-performing teams, and empower associates.
Act with Integrity: Uphold ethics and compliance, model company values, and support sustainability initiatives.
Serve Customers and Members: Adopt a customer-first approach to achieve business results using data-driven insights.
Strive for Excellence: Promote continuous improvement, innovation, and technology adoption.
At Walmart, we offer competitive pay and performance-based bonuses, along with comprehensive benefits to enhance your well-being and financial stability. Our health benefits include medical, vision, and dental coverage, as well as a financial package featuring a 401(k) plan, stock purchase options, and company-paid life insurance. We provide paid time off for various needs, including vacation and family care, in addition to short-term and long-term disability coverage. Our education benefits, known as Live Better U, cover tuition, books, and fees for various programs, including high school completion and bachelor's degrees. Eligibility for benefits may depend on job classification and length of employment. Details about benefits and eligibility are available on One.Walmart. The annual salary range for this position is $160,000.00 - $320,000.00, with additional performance bonuses available. Some positions may also include stock options. Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Minimum Qualifications: Bachelor's degree in Business Administration, Engineering, Operations, or related field and 7 years of experience in operations, project management, or a related area OR 9 years of experience in those fields. At least 5 years of supervisory experience is required. Preferred Qualifications... Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. Leadership experience with cross-functional projects Master's degree in Operations Management Project Management Professional (PMP) Certification Primary Location... 805 Respect Dr, Bentonville, AR 72716, United States of America Walmart maintains a drug-free workplace with no tolerance for illegal drugs and alcohol during work hours. This policy is applicable to all employees to promote a safe and productive work environment. Walmart, Inc. is an Equal Opportunity Employer. We believe that understanding, respecting, and valuing diversity enhances our capability to serve our associates, customers, and communities effectively.
Provide overall direction by assessing business objectives and customer needs, formulating business strategies, and fostering a customer-centric environment.
Oversee the execution of large-scale initiatives, effectively managing complex projects, budgets, and risk mitigation strategies.
Drive workforce optimization strategies aimed at attracting, retaining, and nurturing a highly skilled and engaged team through mentorship and succession planning.
Monitor performance by establishing and analyzing key metrics related to operational success, including customer satisfaction and productivity rates.
Engage in strategic planning by developing multi-year initiatives to improve performance, profitability, and overall customer experience.
Advance learning and development programs that enhance training effectiveness and agent skills.
Foster a culture of integrity by integrating ethical standards into all operations and ensuring compliance with company policies.
Build and maintain relationships with key stakeholders and promote community outreach to drive effective business solutions.
Proactively identify and mitigate operational risks, ensuring long-term business continuity and quality delivery.
What You'll Bring.... Strong background in Operations Management
Proven Leadership skills
Experience in developing Business Strategies
Data Analysis expertise
Project Management experience
Skill in Workforce Optimization
Performance Monitoring abilities
Strategic Planning experience
Commitment to Learning & Development
Leadership Expectations Respect the Individual: Foster diversity, build high-performing teams, and empower associates.
Act with Integrity: Uphold ethics and compliance, model company values, and support sustainability initiatives.
Serve Customers and Members: Adopt a customer-first approach to achieve business results using data-driven insights.
Strive for Excellence: Promote continuous improvement, innovation, and technology adoption.
At Walmart, we offer competitive pay and performance-based bonuses, along with comprehensive benefits to enhance your well-being and financial stability. Our health benefits include medical, vision, and dental coverage, as well as a financial package featuring a 401(k) plan, stock purchase options, and company-paid life insurance. We provide paid time off for various needs, including vacation and family care, in addition to short-term and long-term disability coverage. Our education benefits, known as Live Better U, cover tuition, books, and fees for various programs, including high school completion and bachelor's degrees. Eligibility for benefits may depend on job classification and length of employment. Details about benefits and eligibility are available on One.Walmart. The annual salary range for this position is $160,000.00 - $320,000.00, with additional performance bonuses available. Some positions may also include stock options. Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Minimum Qualifications: Bachelor's degree in Business Administration, Engineering, Operations, or related field and 7 years of experience in operations, project management, or a related area OR 9 years of experience in those fields. At least 5 years of supervisory experience is required. Preferred Qualifications... Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. Leadership experience with cross-functional projects Master's degree in Operations Management Project Management Professional (PMP) Certification Primary Location... 805 Respect Dr, Bentonville, AR 72716, United States of America Walmart maintains a drug-free workplace with no tolerance for illegal drugs and alcohol during work hours. This policy is applicable to all employees to promote a safe and productive work environment. Walmart, Inc. is an Equal Opportunity Employer. We believe that understanding, respecting, and valuing diversity enhances our capability to serve our associates, customers, and communities effectively.