Senior Director, Technology Operations

Position Summary...

Join Us in Transforming Customer Engagement Services at Walmart!
Are you ready to be part of an exciting transformation at Walmart? Our Customer Engagement Services team is at the forefront of delivering massive changes for our customers and the business. With ambitious goals, we are leveraging cutting-edge technology, innovating in AI, and data-driven insights to revolutionize customer experiences.

Beyond Operations: Driving Business Impact
Customer Service used to be just about solving problems. At Walmart, it's now a game-changer. We're driving business impact and giving leaders unparalleled customer insights through advanced tech and data analytics. These improvements will drive increased customer satisfaction, reduce defects, and lower costs, supporting Walmart's Every Day Low Cost (EDLC) vision. We are looking for a passionate leader to join us in this journey and help drive this forward. If you're excited about making a significant impact in a dynamic and innovative environment, we want to hear from you!

What you'll do...

This position is responsible for the operation of a department. An individual in this position will be expected to perform additional job related responsibilities and duties as assigned and/or necessary.

Essential Functions

An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.

Business Operations : Requires knowledge of: Organization KPIs; Assessment techniques. To design the organizations planning processes and decision-making channels. Explain advantages and risks of using business simulations for critical business decisions. Explain business issues and trends of own business unit as compared to other business units. Develop business cases for own function; reviews and critiques cases for other functions. Demonstrate a big picture understanding of the business, its interrelationships, and priorities. Display strong foundation of business fundamentals, measurement, and business finance.

Program Definition: Requires knowledge of: Program Management techniques, tools and frameworks; Benefits analysis; Program Planning tools and techniques. To understand business requirements and priorities in detail to define a program implementation strategy impacting the entire domain. Define goals, stage gates, critical delivery paths and key deliverables for large scale programs incorporating multiple programs across the domain. Prepare benefits realization plan for the programs.

Program Estimation: Requires knowledge of: Program Estimation tools and techniques ; Risk Assessment and Mitigation tools and techniques. To distribute allocated budget for the program across multiple projects and ensure optimum resource allocation. Identify potential risks for successful completion of the programs. Design multiple response plans through scenario planning for the identified risks for multiple projects within the program. Define measures and milestones for tracking and review of program success.

Program Monitoring and Control : Requires knowledge of: Program Monitoring and Control tools and processes; Internal and External program Reporting and logging tools and processes To define performance objectives and metrics for tracking completion status of programs across multiple products within a domain. Engage with the business to design a coherent view on program success metrics. Take proactive decisions in dealing with program risks related to forecasts, budgets and milestones.

Financial Management: Requires knowledge of: Financial Management tools and processes; Budgeting and internal and external program Communication tools and processes To create, manage, monitor Program budget for multiple programs. Oversee delivery sche