The Director, Operations Support Shared Services is a senior leadership role within Walmart’s Marketplace business responsible for overseeing all of the non-customer facing functions in the seller support organization . This role reports up to the Vice President of Seller Performance and Support partnering closely with the Support Operations and Risk Operations function s as well as with key functions outside of support such as product, technology, marketing, risk, finance, and human resources. This role will develop and implemen t strategies, processes, and standards to optimize contact center operations, drive efficiency, and enhance customer experiences. The Director of Contact Center Shared Services will establish performance metrics, and lead continuous improvement initiatives to meet service level objectives and customer satisfaction goals.

• Service Design Strategy: Develop and implement a comprehensive strategy for the design and execution of end-to-end service experience and capabilities across the organization.
• Customer and Operational Readiness: Collaborate with cross-functional teams to ensure effective communication and coordination of initiatives, including training, product updates, and service enhancements.
• Process Improvement and Technology Enablement : Continuously evaluate and improve processes and tools to drive a measurable impact to the customer experience. Implement and maintain customer support tools and technologies, such as CRM systems, knowledge bases, and ticketing systems, to streamline processes and improve productivity. Ensure changes impacting customers and associates are constantly getting tested and advanced with product, tool and data support. This includes staying abre ast of and innovating the latest in customer success and support technologies both internally and via third party solutions.
• Customer and Operational Analysis and Reporting: Provide the daily reporting capability necessary for all levels of a complex support organization to manage and operate while also playing a key role in providing deep analysis on customer sentiment and satisfaction in order to drive both internal and external improvemen t opportunities .
• Workforce Management: Lead the forecasting, planning, scheduling, and execution of the workforce plan ensuring that customer needs are always met , while also optimizing over the long term through significant gro wth and expansion.
• Learning: Ensure the associates have a lifecycle capability to get proficient in their roles with the ability to deliver the highest quality of interactions with customers while also preparing both individually and collectively for career development in the form of expanding through increasingly complex and demanding roles required by the organization.
• Team Leadership: Lead and mentor a diverse group of functional experts into a highly effective team capable of combining separate areas of responsibility into a coherent result.
• Stakeholder Communication: Effectively communicate plans against strategies demonstrating the effectiveness of the support organization while constantly adapting to changes impacting customers.

Preferred Qualifications

• Bachelor’s degree. Contact Center, Customer Experience, Project Management, Six Sigma, Lean, and [customer support] programs of study and certification are highly desirable.
• Extensive experience (15+ years) in contact center, customer success, and demonstrated experience across different operating and shared service functions.
• Extensive experience (15+ years) in eCommerce, Financial Services, and online Marketplaces is highly desirable. This includes experience both building in a high growth environment as well as successfully executing in a multi-billion dollar globally scaled enterprise.
• In-depth knowledge of contact center innovations is highly desirable.
• Excellent leadership and people management abilities, with a proven ability to lead and motivate teams.
• Exceptional communication and presentation skills, with the ability to convey complex concepts to both technical and non-technical stakeholders.

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 5 years’ experience in operations, project management, or related area OR 7 years’ experience in operations, project management, or related area. 3 years’ supervisory experience.

Preferred Qualifications…

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Working on cross-functional teams or projects

Masters: Business Administration

Project Management – Project Management Professional – Certification

Primary Location…

702 SW 8TH ST, BENTONVILLE, AR 72716, United States of America