SrMgr Operations Vendor Operations Management

SrMgr Operations Vendor Operations Management

  • Location FORT WORTH, TX
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type Full Time
  • Position Type Salary
  • Requisition 1064289BR

What you'll do at

Oversees Operations financial and customer experience management for Tier 1 Customer Care by managing the budget of the outsourced Partners; delivering customer experience improvements; identifying and communicating performance drivers to ensure visibility; providing weekly and monthly performance updates to senior leadership; negotiating third party contracts in service of functional and corporate goals; and reviewing and approving invoices.
Monitors Outsource Partners performance.
Implements operations strategies for specific functions by collaborating with Director, Operations to develop the functional strategic business plan; identifying systems and process initiatives to drive profit and loss (P&L) performance, enhance customer experience, and strengthen partner relationships; contributing to multi-year plans to provide visibility to expected performance improvement in P&L or customer experience; and benchmarking the operations function against industry standards and consulting with the Walmart Stores division and other companies to identify industry best practices.
Drives the execution of multiple business plans and projects by identifying customer and operational needs; developing and communicating business plans and priorities; removing barriers and obstacles that impact performance; providing resources; identifying performance standards; measuring progress and adjusting performance accordingly; developing contingency plans; and demonstrating adaptability and supporting continuous learning.

Minimum Qualifications

Bachelor’s degree, preferably in Engineering, Business or Logistics
5+ years experience in a Customer Service Center environment, Warehouse Management Systems and/or Order Management Systems
5+ years management experience
Project management experience (certification a plus)

Preferred Qualifications

eCommerce Retail experience
5+ years experience working in customer care centers
5+ years experience developing and implementing call center metrics


The Walmart US eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world’s largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in merchandising, marketing, supply chain, talent and more, we are reimaging the intersection of digital and physical shopping to help achieve that mission.

All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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