(USA) Group Director, Technology Operations - VOX Customer & Associate

Position Summary...

As Group Director, Technology Operations - VOX Customer & Associate), you will lead the strategy and execution of enterprise level initiatives designed to identify, prioritize, and eliminate friction across the customer and associate journey. This role drives meaningful improvements in service experiences by leveraging customer insights, operational data, and technology enabled solutions. You will partner cross functionally to influence outcomes that improve satisfaction, reduce defects, and strengthen loyalty at scale.

About Voice of Experience (VOX) – Customer & Associate

The Voice of Experience (VOX) team is responsible for uncovering, understanding, and solving the most critical pain points across customer and associate interactions. By combining customer feedback, contact center data, operational metrics, and GenAI‑powered insights, VOX enables proactive decision‑making and continuous improvement. The team plays a critical role in shaping experiences that drive trust, engagement, and long‑term loyalty.

What you'll do...

• Lead the strategic definition and execution of the Voice of Experience strategy, delivering insights that influence customer and associate experience improvements across the enterprise.
• Leverage call center performance data, customer feedback, and analytics to identify friction, prioritize opportunities, and drive measurable outcomes.
• Drive continuous improvement initiatives focused on reducing defects, improving processes, and decreasing unnecessary customer and associate contacts.
• Partner closely with business, product, and technology teams to align on priorities and influence decisions that improve end‑to‑end experiences.
• Establish and track performance metrics such as contact volume reduction, defect reduction, NPS, associate satisfaction, and process effectiveness.
• Build, lead, and develop a high‑performing team that operates with strong ethical standards and a culture of accountability and innovation.
• Enable proactive problem‑solving by leveraging emerging technologies, including GenAI solutions, to identify trends and address issues before they escalate.

What you'll bring:

• Deep experience leading experience‑driven, insight‑led programs across complex, matrixed organizations.
• Strong background in leveraging customer and operational data to influence strategy, prioritize investments, and drive action.
• Proven ability to partner across business, product, operations, and technology teams to deliver scalable experience improvements.
• Demonstrated success driving continuous improvement, defect reduction, and operational efficiency initiatives.
• Strong executive communication skills, with the ability to translate complex data and insights into clear, actionable recommendations.
• Experience building and leading high‑performing teams focused on customer and associate outcomes.
• Product mindset with the ability to think holistically about experience design, technology enablement, and long‑term impact.

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 https://one.walmart.com/notices. 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 Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depe