Group Director, Operations

Position Summary... This position is responsible for the operation of the Customer Engagement Services (CES) department, supporting over 20,000 agents across 7 countries, including the US and India. The Group Director, Operations plays a critical role in enhancing the experience of both customers and associates by overseeing support functions, driving operational efficiency, and supporting strategic business initiatives. The role manages contact volumes across 45 lines of business, leveraging a global footprint of Walmart-badged associates and a BPO network of six providers.

Operations focus on speed, quality, and measurable success.

• Develops and drives operations strategies:
  Sets operational objectives for multiple divisions and strategic business units by providing leadership, converting vision and strategy into actionable plans, and guiding alignment of functional and departmental business plans.
• Provides overall direction:
  Analyzes business objectives and customer needs, develops and implements business strategies, evaluates operational processes, and promotes a customer-focused environment.
• Oversees execution of large‑scale projects:
  Manages complex projects and programs, develops solutions and contingency plans, and manages budgets and expenditures.
• Workforce Optimization:
  Develops and implements strategies to attract, retain, and develop a highly skilled and engaged workforce, supporting mentorship, workforce development, and succession planning.
• Performance Monitoring:
  Establishes metrics and systems to track success of operational initiatives, including CSAT, AHT, CPD, transfer rate, productivity, and resource utilization.
• Strategic Planning:
  Develops multi‑year plans to improve performance, profit and loss, and customer experience; supports AGOP & LRP planning and budgeting.
• Learning & Development:
  Drives initiatives to enhance learning, training effectiveness, and agent proficiency.
• Cultivates an environment of integrity:
  Integrates company standards of integrity and ethics into all programs and practices, supports the Open Door Policy, and ensures compliance.
• Stakeholder Engagement:
  Builds relationships with key stakeholders, supports community outreach, and drives execution of business solutions.
• Risk Management:
  
  Identifies and mitigates operational risks, ensuring business continuity and consistent quality.

• Operations Management
• Leadership
• Business Strategies
• Data Analysis
• Project Management
• Workforce Optimization
• Performance Monitoring
• Strategic Planning
• Learning & Development

• Respect the Individual:
  Builds high-performing teams, embraces diversity, fosters belonging, and empowers associates.
• Act with Integrity:
  Maintains high standards of ethics and compliance, models company values, and supports sustainability and community initiatives.
• Serve Customers and Members:
  Delivers business results with a customer-first mindset, leveraging data and analytics.
• Strive for Excellence:
  Drives continuous improvement, innovation, and adoption of new technology.

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  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…