We're looking for an Outsource Operations Manager to take the reins and ensure our third-party contact centers are operating at their best.
In this role, you'll oversee daily operations, drive process improvements, and collaborate with cross-functional teams to hit those all-important KPIs. Whether it's leading focus groups, remote call monitoring, or providing leadership updates, you'll be the key player in enhancing customer service at Walmart eCommerce. Plus, this position will require some international travel-so if you're ready for a bit of adventure, we're all for it.
What you'll do:
- You'll be driving process improvements (like a pro), collaborating with Quality, Training, and Technology to make sure no process is left behind.
- You'll oversee remote and onsite operations, ensuring Walmart's commitment to excellence shines through in every customer interaction.
- And let's not forget-weekly and monthly performance updates to leadership are your chance to showcase how YOU raised the bar for customer experience.
What we're looking for:
- Bachelor's degree, preferably in Business.
- International travel availability and a valid passport (including 2 trips to Bentonville annually, plus 2-3 international trips, such as to the Philippines, Colombia, Guatemala, Egypt, El Salvador, Honduras, and India - specific travel locations depend on vendor portfolio).
- 2+ years of experience in a Customer Service Center environment or Warehouse Management Systems.
- 2+ years of management experience.
- 5+ years of experience in contact centers and/or BPO environments.
- 5+ years managing outsourced teams/vendors.
- Project management experience (certification is a plus).
- Proficiency in Excel; experience with Tableau or PowerBI is preferred.
- Operations experience (OPS) with a strong focus on numbers and metrics (KPIs).
- Strong storytelling or excellent communication skills.
Preferred Qualifications:
- eCommerce and Retail experience.
- Experience with Workforce Management (WFM).
- Oracle experience preferred.
- Global experience or working with global teams is preferred.
Ready to put your operational skills to the test? Apply now and help us raise the bar for customer service excellence.
Job Type: Full-time
Pay: $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8-hour shift
- Day shift
- Monday to Friday
Application Question(s):
- This position requires a valid passport and international travel at least twice a year. Are you comfortable with this requirement?
Experience:
- Call center management: 5 years (Required)
- Vendor management: 5 years (Required)
- Data analytics: 3 years (Required)
Ability to Commute:
- Bentonville, AR 72716 (Required)
Work Location: In person