Customer Experience & Operations Lead

Walmart; Raleigh (NC); On-site; USD 35,000 - 40,400; Full time

Job summary

Walmart in Raleigh, USA is seeking a Customer Service professional to collaborate with stakeholders, analyze customer interactions, and drive initiatives that improve service delivery. This role requires a Bachelor’s degree or equivalent experience and offers growth in a fast-paced, values-driven environment.

You will work cross-functionally to optimize contact center operations, guide mitigation strategies, and ensure adherence to policies and standards while delivering excellent customer

Qualifications

• Bachelor's degree in business, marketing, communications, or a related area, or 2 years of experience in retail or contact center management.

Responsibilities

• Collaborates with stakeholders to understand business characteristics and communicate insights to management; conducts root‑cause analysis for focused impact troubles; studies key stakeholders’ businesses to identify collaboration opportunities; works with stakeholders to expand partnership plans; executes customer service collaboration initiatives; and compares collaboration fulfillment and concerns to develop action plans.
• Executes customer service mitigation plans through evaluating and sharing customer service trend data; identifies opportunities to reduce or mitigate contacts; incorporates trends and gaps into mitigation plans; partners with stakeholders and management to finalize touch‑mitigation plans; assists plan implementation; and serves as expert liaison between the touch center and key stakeholders.
• Assists with cross‑functional projects by providing input on project plans, reviewing assignment plans, identifying contact center implications, monitoring project milestones, troubleshooting, and supporting decision‑making and implementation.
• Manages customer support operations by understanding emerging trends, quality practices, industry developments, and regulatory changes; enforces changes to policies, standards, and procedures that positively impact service metrics and power consistency; evaluates the impact of support strategies and actions; presents future operational plans to senior management; aligns resources to support operations and unique initiatives; ensures documentation of processes, requirements, and procedures is communicated; and assists in training new staff and cross‑functional stakeholders.
• Demonstrates up‑to‑date expertise and applies it to the development, execution, and improvement of action plans by offering professional recommendations and guidance; helps align efforts to satisfy customer and business needs; and builds commitment for visions and rationales.
• Provides and supports implementation of business solutions by building relationships with key stakeholders; identifying business needs; determining and executing essential processes; monitoring progress and results; spotting improvement opportunities; and adapting to competing needs, organizational changes, and new responsibilities.
• Ensures compliance with enterprise policies, strategies, and supports company initiatives, values, and standards of ethics and integrity by incorporating them into the improvement and implementation of enterprise plans; utilizes the Open Door policy; and demonstrates and assists others in practicing those in executing enterprise strategies and processes.

Skills

Customer service

Stakeholder collaboration

Data analysis

Process improvement

Education

Bachelor's degree in business, marketing, communications, or related area

Job description

Walmart in Raleigh, USA is seeking a Customer Service professional to collaborate with stakeholders, analyze customer interactions, and drive initiatives that improve service delivery. This role requires a Bachelor’s degree or equivalent experience and offers growth in a fast-paced, values-driven environment.

You will work cross-functionally to optimize contact center operations, guide mitigation strategies, and ensure adherence to policies and standards while delivering excellent customer