Senior Manager, Workforce Performance

Position Summary...

We are seeking a results-driven and strategically minded Senior Manager of Workforce Performance to join our Customer Engagement Services (CES) team. This leader will serve as the cross-functional performance and finance point-of-contact, owning critical workstreams across partner operations, financial planning, and forecasting insights. The role plays a pivotal part in enabling data-backed decision-making, cost optimization, and operational readiness through scalable frameworks and collaborative execution.

What you'll do...

About the Role

This role serves as the connective tissue between CES Finance, Workforce Strategy, and Operations, driving operational excellence, financial discipline, and strategic foresight. The Senior Manager will support workforce strategy, financial plan compliance, and performance intelligence by providing key insights

Key Responsibilities

1. Strategic Partner Performance

Leads the alignment between partner delivery operations and strategic performance expectations across BPOs (Business Process Outsourcing).

• Partner with Operations to define and evolve site strategy aligned with customer experience, cost, and scalability goals.
• Drive volume allocation modeling and support data-driven distribution of contact loads across vendor partners.
• Partner with operations to design and operationalize partner performance scorecards, defining measurable KPIs and accountability routines, Business Continuity Plans (BCPs) with site-level operations to ensure resilience and minimal disruption risk.
• Oversee billing reconciliation and invoice validation in partnership with Finance

2. Financial Forecasting & Performance

• Lead financial forecasting cycles aligned to the Annual Operating Plan (AOP), coordinating assumptions with both internal and external stakeholders.
• Manage variance analysis for both internal and BPO-reported performance, surfacing root causes and partnering with Operations to close gaps.
• Partner with Operations to identify and implement cost improvement initiatives especially through outlier management of high-cost drivers.
• Ensure compliance with budget expectations and proactively flag risk areas or opportunity levers.
• Support financial reviews (e.g., MBRs, QBRs) with insightful reporting on trends, risks, and corrective strategies.

3. Performance Insights & Workforce Intelligence

Drives insight generation and strategic planning through data-driven workforce analytics.

• Track and report on forecast accuracy across demand, staffing, and contact drivers.
• Lead workforce quartiling efforts to assess performance distribution in support of Operational coaching plans.
• Collaborate with L&D teams on skillset planning aligned to workforce strategy and evolving service needs, building a proficiency matrix to align workforce capabilities with performance and business demand.
• Monitor and improve demand forecast model accuracy, using historical and forward-looking inputs to refine projections.

What You’ll Bring

• Bachelor's degree in Finance, Business, Operations, Economics, or related discipline.
• 6–8+ years of experience in financial planning, operations performance, or vendor strategy—preferably in contact center or BPO environments.
• Strong understanding of BPO ecosystems, including cost modeling, forecasting, and performance measurement.
• Demonstrated ability to manage large cross-functional initiatives involving Finance, Ops, and Procurement.
• Expertise in Excel-based financial modeling; experience with data visualization tools (Tableau, Power BI) preferred.
• Clear, executive-ready communication skills with a talent for simplifying complexity into action.

Primary Location

702 SW 8th St, Bentonville, AR 72716, United States
#LI-onsite

About Walmart

This position plays a key role in Walmart’s pursuit of cost-effective, scalable, and high-performing customer care. The responsibilities outlined above reflect core role expectations, but the full scope will be discussed as part of the hiring process.

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