Position Summary...

The Director, Business Integration leads the design, execution, and scaling of a unified support model across Customer Engagement Services (CES). This leader is responsible for consolidating contact center operations, aligning cross-functional processes, and integrating segmented teams into a standardized enterprise support framework. With deep cross-functional partnerships across HR, Finance, Legal, Operations, and Technology, this role ensures enterprise transitions are seamless, sustainable, and experience-led. The Director will conduct holistic resource assessments to ensure readiness and optimize integration planning across CES segments.

What you'll do...

The Director, Business Integration leads the design, execution, and scaling of a unified support model across Customer Engagement Services (CES). This leader is responsible for consolidating contact center operations, aligning cross-functional processes, and integrating segmented teams into a standardized enterprise support framework. With deep cross-functional partnerships across HR, Finance, Legal, Operations, and Technology, this role ensures enterprise transitions are seamless, sustainable, and experience-led. The Director will conduct holistic resource assessments to ensure readiness and optimize integration planning across CES segments.

Key Responsibilities

Enterprise Operating Model & Integration Strategy

• Design and implement the CES enterprise support operating model, integrating contact centers, platforms, roles, and KPIs
• Lead the end-to-end contact center consolidation roadmap, balancing cost, quality, and experience outcomes
• Translate long-range planning (LRP) and transformation priorities into a staged, measurable integration plan
• Create frameworks that enable scalable, repeatable transitions of support functions across the enterprise

Segment Resource Assessment & Transition Planning

• Conduct comprehensive assessments of existing resources across CES segments—covering Operations, Technology, Finance, Learning & Development, and Workforce Management
• Identify duplicative or fragmented processes, tools, and roles and develop transition plans to standardize and optimize
• Evaluate talent alignment and create organizational designs for future-state support functions
• Collaborate with Segment VPs and team leads to build realistic resource migration plans without disrupting business continuity

HR, Finance & Legal Standardization

• Partner with HR to define consistent roles, onboarding processes, agent support models, and change management plans
• Collaborate with Finance to establish labor and cost models, budget transfers, and benefit realization frameworks
• Work with Legal and Risk to ensure all integrations comply with policy, contracts, and jurisdiction-specific regulations
• Align transition strategies with organizational controls, enterprise governance, and employee engagement strategies

Governance, Execution & Operational Readiness

• Establish and lead cross-functional governance routines, including SteerCos, workstream check-ins, and dependency management
• Build business readiness playbooks and toolkits to guide teams through complex integrations
• Own program tracking, KPI definition, and executive reporting for enterprise consolidation milestones
• Serve as the escalation point for integration blockers, risk mitigation, and executive alignment

Value Realization & Scalability

• Define success metrics for consolidation and integration initiatives (e.g., cost per contact, agent utilization, contact resolution, NPS, experience parity)
• Drive continuous improvement through post-integration analysis and feedback loops
• Ensure future-state operating model is adaptable to new business units, acquisitions, or emerging support needs

Qualifications

• 10+ years of experience in enterprise operations, transformation, or large-scale support integration
• Deep knowledge of contact center structures, BPO/vendor transitions, and enterprise tech stack consolidation
• Experience leading cross-functional initiatives with HR, Finance, Legal, Tech, and Segment leaders
• Strong understanding of workforce planning, change enablement, and L&D in operational transitions
• Executive-level presence with excellent communication and stakeholder engagement skills
• Bachelor's degree required; MBA or advanced degree preferred

Success Profile

• Systems-level thinker with a bias for action and structured execution
• Operates with credibility across executive, operational, and technical functions
• Comfortable leading through ambiguity, conflict, and complex change environments
• Focused on delivering long-term enterprise value while safeguarding customer and associate experience
• Skilled in balancing transformation speed with operational stability and cultural integration

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.

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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.

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

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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.

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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.

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

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

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Additional compensation includes annual or quarterly performance bonuses.

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Additional compensation for certain positions may also include:

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- Stock

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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, Statistics, Social Science, Communications, or related field and 6 years’ experience in retail merchandising, operations management, or related area OR 8 years’ experience in retail merchandising, operations management, 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.

Leading a cross-functional team

Masters: Computer Engineering, Masters: Computer Science, Masters: Mathematics, Masters: Supply Chain, Masters: Transportation

Primary Location...

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