Senior Director II - Customer Care Operations DFW ...

Senior Director II - Customer Care Operations DFW (HO)-WEC

What you'll do

  • Cultivates an environment where associates respect and adhere to company standards of integrity and ethics
  • Develops and drives strategies for customer service
  • Develops and implements strategies to attract and maintain a highly skilled and engaged workforce
  • Develops and leverages internal and external partnerships and networks to maximize the achievement of business goals
  • Directs the development of performance reporting to drive strategic direction
  • Drives strategic initiatives to improve the customer experience within
  • Leads vendor management strategies and processes
  • Provides overall direction
  • Sets the strategic direction for global customer service training

Minimum Qualifications

  • 5 years supervisory experience.
  • Bachelor s degree in Business, or related field and 8 years experience leading a customer service department in a large organization, or related experience, OR 10 years experience leading a customer service department in a large organization, or related experience.

Preferred Qualifications

  • 10 years customer service experience in an eCommerce or web-based organization.
  • 7 years experience working with a global organization.

Detailed Role Description:

Provide strategic direction and operational leadership for over 250 Walmart associates and up to 4,500 outsourced agents supporting phone, email, and chat channels for Customer Service. Some of the high level responsibilities include:
• Manage $66M operating budget, oversee operations, learning & development, workforce management, technology, and analytics
• Partner with Finance to develop budget and track monthly expenses
• Monthly invoice reconciliation
• Lead new customer service technology initiatives
• Develop outsourcing strategy, and manage outsourced relationships
• Negotiate contracts (outsourced and technology)
• Ensure vendor compliance to contractual obligations
• Lead learning & development strategy
• Provide guidance on volume and headcount forecasting
• Attend technology and BPO QBRs
• Host and lead annual holiday planning summit
• Support corporate strategy and initiatives
Walmart Associate
"I focus on continual improvement. Results don’t just come, they happen from hard work and having great teams helping you along the way."
— Dontai, Order Specialist/Process Manager

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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