Customer Service Team Lead — Data-Driven & Cross-Functional

Walmart; Harrisburg (Dauphin County); Remote; USD 27,552 - 41,328; Full time

Job summary

Walmart is seeking a skilled customer service program lead to manage a team of agents supporting Walmart Health Clinics in Pennsylvania, USA. The role emphasizes collaboration with store operations, merchandising, and labor relations to drive commercial outcomes and improve customer experiences.

The position requires a Bachelor's degree or equivalent experience, with a focus on data-driven decision making and process improvement.

Qualifications

• Bachelor’s degree in business, finance, communications, or a related field.
• OR 2 years of experience in retail, call center operations, or a related area.

Responsibilities

• Manage a team of 3–6 customer service agents to support the Walmart Health Clinics.
• Collaborate with Operations, Merchandising, and Labor Relations stakeholders to drive commercial outcomes and provide insights to management.
• Conduct root cause analysis for issues that impact the customer experience.
• Identify cross‑business collaboration opportunities and support the contact center.
• Develop and execute customer support mitigation plans based on trend data and stakeholder input.
• Reduce or mitigate contact volume through actionable recommendations.
• Partner with leadership to finalize and implement touch mitigation plans.
• Support process improvement initiatives and monitor project milestones.
• Research industry trends, best practices, emerging technologies, and legal requirements to improve procedures and resolution standards.

Skills

Team leadership

Customer service

Education

Bachelor's degree in business/related field

Job description

Walmart is seeking a skilled customer service program lead to manage a team of agents supporting Walmart Health Clinics in Pennsylvania, USA. The role emphasizes collaboration with store operations, merchandising, and labor relations to drive commercial outcomes and improve customer experiences.

The position requires a Bachelor's degree or equivalent experience, with a focus on data-driven decision making and process improvement.