(IND) Director, People Services Generalist

Position Summary...

Want to drive change to impact millions of customers lives? The Director, Contact Center Operations is a critical thought-leadership and execution role that uses analytical skills and strong judgement to drive change for customers and associates.

As a Director, People Services you will be part of the People Services and Technology team within Walmart Global Tech. You will work with product, engineering, and various business leaders to align operations performance against the functional and departmental strategic business plans while influencing change. Youll lead large internal operation teams that impact thousands of associates.
Our organization is responsible for millions of interactions with Walmart associates,. Each interaction we hold ourselves and each other to a high-performance bar while delivering a great working environment for our teams.

We are passionate about delivering consistent solutions to our business segments to support associates employed at Walmart. We have an established, yet evolving team focused on creating simplified and special people support experiences. This Director will be a critical leader in our Bangalore site and important to our overall leadership team globally.

What you'll do...

About Team:
The People Services team supports the successful deployment and adoption of new People technologies across the enterprise. This team supports personnel transactions and moments that matter to associates during their career. The teams work ranges from transactional support to include support of higher touch and complexities. Associates are eager to master the work and evolve to scale and with technology to best support Walmarts workforce.

The role has 4 primary objectives:

(1) Ensure Walmart associates have a legendary person to person contact experience that they only need once

(2) Create a best-in-class environment that engages associates while enabling career paths and scalable growth increasing the AES positive response to core engagement questions

(3) Provide qualitative and quantitative insights to the business to eradicate defects

(4) Be a world class operations team focused on the successful inputs required to deliver on core KPIs

What you'll do:

• Delivering operational excellence for our associates.

• Being a servant leader for your teams focused on a mixture of data and anecdotes to advocate for change.

• Creating, developing, and executing operational work plans that focus on quality, cost, and team engagement. 

• Building and maintaining relationships with leadership from multiple functions across Walmart.

• Supporting strategies and driving initiatives that attract and retain diverse and inclusive talent building high-performing teams.

What you'll bring:

• Youll have 15 plus years of experience in the customer service industry.

• Youll have 12 plus years of leadership and people management experience.

• Youre have expertise in delivering results within complex programs.

• You know Customer Support organizations inside and out.

• Youre familiar with process improvement and implementing change for large operations.

• Youve led large organizations focused on balancing customer and associate needs.

• Youre organized, disciplined, and can manage multiple teams simultaneously.

• Youre a master at making things easily understood through visuals or narratives.

• You have high standards and can hold teams accountable.

• Your second nature is to drive change influenced by data.  

• Youre stimulated by challenges and are ready to engage at Fortune 1 scale.

• You have a deep working knowledge of Workday, SAP, and other HR systems.

• You have the skills for strong team development and building an associate focused culture.

• Experience partnering with cross-functional project development, collaborating with Program Management, Product demands, and TechOps.

About Walmart Global Tech

Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. Thats what we do at Walmart Global Tech. Were a team of software engineers, data scientists, cybersecurity experts and service professionals within the worlds leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered.

We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.

Benefits

Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.

Equal Opportunity Employer:
Walmart, Inc. is an Equal Opportunity Employer – “ By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting, and valuing unique styles, experiences, identities, ideas and opinions while being inclusive of all people.

Minimum Qualifications...

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

Option 1: Bachelor's degree in business, human resources, information technology, or related area and 5 years' experience in business, human resources, information technology, or related area.

Option 2: 7 years’ experience in business, human resources, information technology, or related area.
6 years' supervisory experience.

Preferred Qualifications...

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

Bachelor's degree in business, human resources, information technology, or related area, experience in business, human resources, information technology, or related area., Using advanced functionality of Microsoft Office

Primary Location...

Pardhanani Wilshire Ii, Cessna Business Park, Kadubeesanahalli Village, Varthur Hobli , India