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Job Details


Walmart

(USA) Manager II, Business Operations

Retail

All

Full Time

On Site

No

Fort Worth, Texas, United States

Position Summary...

What you'll do...

Position Summary

As an Outsource Operations Manager for Walmart eCommerce, you will be responsible for day-to-day supervision of 3rd party call center providers to support delivery of all operational KPIs. The Outsource Operations Manager will be responsible for remote and onsite focus groups, remote call monitoring, as well as leading and participating in Monthly leadership meeting, and weekly and quarterly business reviews. In this role, you will be responsible for identifying opportunities for improvement and collaborating with key stakeholders (for example, Quality, Training, and Technology) in order to develop action plans to improve KPIs, support implementation of process changes, track and evaluate success of process changes, and communicate results of changes to leadership.

Position Description

You will coordinate, complete, and oversee outsourced partner performance for Walmart eCommerce Customer Service. You will ensure compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity. The Outsource Operations Manager will ensure operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance. You will identify and lead process improvement and cross functional projects for the Customer Service Call Center Operations to completion. The Outsource Operations Manager monitors compliance of external partners with established Walmart eCommerce Operations processes. You will manage customer experience improvements; identify and communicate performance drivers to ensure visibility; provide weekly and monthly performance updates to senior leadership.

Minimum Qualifications

  • Bachelor's degree, preferably in Engineering, Business or Logistics
  • 2+ years experience in a Customer Service Center environment, Warehouse Management Systems and/or Order Management Systems 2+ years management experience
  • Project management experience (certification a plus)
  • Ability to travel 75% of the time


Additional Preferred Qualifications
  • eCommerce Retail experience
  • 2+ years' experience working In customer care centers
  • 2+ years' experience developing and implementing call center metrics


Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Bachelor degree in business or related field or equivalent experience

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Experience in related area

Primary Location...
5300 WESTPORT PKWY, FORT WORTH, TX 76177, United States of America