Senior Director, Customer Engagement Ops & Transformation

Walmart; Bentonville (AR); On-site; USD 130,000 - 260,000; Full time

Benefits offered by this job

Health benefits

401(k) and stock purchase

Paid time off

Job summary

Walmart in Bentonville, AR is seeking a Senior Director of Customer Engagement Services (CES) Operations Support to oversee and transform critical support functions for over 20,000 agents across 13 countries and 27 states in the U.S. This role drives unified, data-driven improvements to forecasting, scheduling, education, and run-the-business excellence.

The leader will consolidate and optimize staffing, training, and performance metrics, guiding budgets, long-range planning, and

Qualifications

• Bachelor’s degree in Business Administration, Engineering, Operations, or related field; 6+ years in operations or 8+ years in related area.
• 4 years’ supervisory experience.

Responsibilities

• Conduct comprehensive operational assessments across CES support functions and implement strategic changes to improve efficiency, consistency, service levels, and overall effectiveness.
• Develop and execute workforce optimization strategies, including forecasting, resource planning, scheduling, and staffing alignment.
• Lead evolution of Learning & Development, strengthening continuing education and training programs to boost agent readiness and outcomes.
• Establish metrics, reporting, and performance monitoring routines to track operational success and progress against priorities.
• Drive continuous improvement using technology, data analytics, automation, and best practices to improve team performance.

Skills

Large-scale operations leadership

Workforce planning

Operational analytics

Performance management

Executive communication

Education

Bachelor’s degree in Business Administration, Engineering, Operations, or related field

Tools

PMI PMP Certification

Job description

Walmart in Bentonville, AR is seeking a Senior Director of Customer Engagement Services (CES) Operations Support to oversee and transform critical support functions for over 20,000 agents across 13 countries and 27 states in the U.S. This role drives unified, data-driven improvements to forecasting, scheduling, education, and run-the-business excellence.

The leader will consolidate and optimize staffing, training, and performance metrics, guiding budgets, long-range planning, and