Senior Director, Contact Center Operations (Custom...

Senior Director, Contact Center Operations (Customer Care)

  • Location SALT LAKE CITY, UT
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type -
  • Position Type -
  • Requisition 1308323BR

What you'll do at

Are you passionate? Driven? Are you the right person to lead a rapidly growing a customer facing contact organization while championing a customer-focused culture? We’re looking for someone who has what it takes to lead our member services operation through a period of rapid expansion and develop the programs, processes, technology and culture to become a best-in-class call center. You will hire key leadership, build processes, and develop capabilities throughout the organization that will help us to thrive as the organization more than doubles in size. The member service center handles direct customer interactions as well as support functions such as fraud prevention, merchant support, order management and SKU enrichment. We’re looking for someone who can lead through their daily example, contributing to our values (we’re big on Trust, Transparency and Fairness) and our super high standard of performance.

Minimum Qualifications

• Bachelor’s Degree
• 8+ years relevant experience as the senior leader of a large customer service center
• You have a history of effectively managing teams to complete multiple, time-sensitive projects in addition to the day-to-day operations
• You must have worked in a high growth/rapid hiring/multi business unit environments

Additional Requirements
• You’re a dynamic leader who can shape the culture of a large organization (and have fun doing it!)
• You like thinking about new and innovative ways to create customer passion through front line service (don’t just bring what you did at your last place – we want you to pave a new path)
• You’re an independent leader; able to solve problems with minimal direction;
• You pay attention to the details and like to get into the data to understand what’s happening and quickly solve problems

Preferred Qualifications

• Experience in ecommerce industry is highly preferred.

About Walmart

At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability—and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries—all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?

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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