Position Summary...

We are seeking a highly motivated and organized Workforce Planning Director, to lead our Real-Time function in Workforce Planning & Strategy within the Customer Care Team. The primary focus of this role is to lead the strategy and execution of Intraday and short-term workforce management strategies to deliver on optimal staffing levels, service level performance and overall customer experience. This position involves leading both US-based and offshore teams to deliver optimal staffing, and operational efficiency.

What you'll do...

• Lead real-time workforce management across Walmart’s Customer Care operations, ensuring optimal staffing to deliver world-class service.
• Monitor intraday performance across all channels, quickly identifying risks and executing staffing adjustments (e.g., OT, VTO, cross-skilling) to protect service levels and customer experience.
• Partner with Forecasting, Scheduling, and Operations teams to turn business goals into real-time workforce strategies that support our customers and associates.
• Collaborate with Product, Tech, and Reporting teams to develop real-time tools, automation, and dashboards that drive smarter, faster decision-making.
• Use data to identify trends, gaps, and root causes, delivering clear insights and recommendations to senior leadership for operational improvements.
• Lead and develop a high-performing real-time command center team, driving a culture of ownership, agility, documentation and continuous improvement.
• Design and manage escalation protocols to address volume spikes, system outages, and other real-time risks with speed and precision.
• Contribute to Walmart’s business continuity planning by embedding real-time workforce solutions into our contingency frameworks.
• Represent real-time operations in cross-functional planning forums, delivering performance updates and strategic input to help shape future-ready workforce models.
• Champion process optimization and scalability by continuously enhancing real-time practices to meet Walmart’s evolving customer and business needs.

What You'll Bring

• Bachelor’s degree in business, industrial engineering, or relevant experience
• 7+ years’ experience in Workforce Management and Technology Solutions in a contact center environment.
• Experience with contact center structures, real-time and performance analytics. Strong understanding of workforce forecasting, scheduling, and budgeting,
• Retail-related experience strongly preferred
• Familiarity with business intelligence platforms and solutions
• Knowledge of Change Management principles and ability to create influence in implementing recommended solutions
• Demonstrates initiative, responsibility, analytical thinking, and efficient problem-solving skills

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

‎ 

‎ 

‎ 

You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

‎ 

For information about PTO, see https://one.walmart.com/notices.

‎ 

‎ 

Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

‎ 

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

‎ 

For information about benefits and eligibility, see One.Walmart.

‎ 

The annual salary range for this position is $110,000.00-$220,000.00

‎ 

Additional compensation includes annual or quarterly performance bonuses.

‎ 

Additional compensation for certain positions may also include:

‎ 

‎ 

- Stock

‎ 

‎ 

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 Analytics, Statistics, Computer Science, Mathematics, or related field and 5 years’ experience in data management, business analytics, statistics, or related area OR 7 years’ experience in data analysis, statistics, computer science, or related area. 2 years’ supervisory experience.

Preferred Qualifications...

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

Retail Operations

Masters: Analytics, Masters: Computer Science

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of America