Walmart · 3 hours ago
Director, Technology Operations
Bentonville, AR
Part-time
Onsite
Director/Executive
$110K/yr - $220K/yr
8+ years expWalmart is a leading retail company, and they are seeking a Director of Technology Operations. This role is responsible for defining and leading the CES Average Handle Time program through technology strategy, execution, and optimization while connecting various departments to enhance operational efficiency and customer experience.
E-CommerceGroceryRetailRetail TechnologyShopping
Responsibilities
Define and execute the CES wide AHT reduction roadmap aligned to enterprise performance goals
Own AHT as a measurable outcome across tools, workflows, automation, and AI enabled execution
Partner with Operations, Product, and Engineering to prioritize initiatives based on ROI and operational impact
Serve as the accountable owner for AHT performance, leading cross functional reviews to track progress, dependencies, and risk
Translate operational friction into scalable technology solutions that reduce handle time and cognitive load
Drive adoption of workflow orchestration, automation, and AI assisted execution capabilities
Identify and retire duplicative or low value tools that increase associate effort or complexity
Partner with Quality, Knowledge, and Engineering teams to prevent contact creation by resolving systemic process and tooling defects
Ensure solutions are scalable, governable, and aligned with long term CES platform strategy
Monitor delivery schedules, adoption, and realized savings across AHT initiatives
Establish AHT performance dashboards and maturity reporting for senior leadership
Communicate progress, outcomes, and risks in clear, data driven business language
Align CES AHT strategy with broader enterprise automation and AI initiatives to enable reuse and scale
Qualification
Required
Bachelor's degree or equivalent experience in technology operations, business operations, or a related field
8 plus years leading large scale operational, technology, or performance programs in service or contact center environments
Demonstrated ownership of enterprise performance metrics such as AHT, productivity, or cost to serve
Proven ability to lead complex cross functional initiatives across Operations, Product, and Engineering
Strong executive communication and data driven decision making skills
Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 6 years' experience in project management, program management, program operations, or related area
Option 2: 8 years' experience in project management, program management, program operations, or related area
3 years' supervisory experience
Preferred
Experience driving workflow optimization, automation, or AI enabled execution at scale
Familiarity with contact center platforms, agent tooling, or knowledge systems
Experience operating in highly matrixed enterprise environments
Master's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 5 years' experience in project management, program management, program operations, or related area
Knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly
Knowledge of accessibility best practices
Benefits
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.
Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.
Company
Walmart
Walmart is a retail corporation that operates several chains of supermarkets, discount stores, and e-commerce platforms. It is a sub-organization of Walmart Family Mobile.
10001+ employees
H1B Sponsorship
Walmart has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4127)
2024 (3905)
2023 (3184)
2022 (3818)
2021 (2839)
2020 (1893)
Funding
Current Stage
Public CompanyTotal Funding
$5B2023-04-15Post Ipo Debt· $5B
1972-08-25IPO
Leadership Team
John Furner
President and Chief Executive Officer, Walmart U.S.
Nuala O'Connor
Senior Vice President & Chief Counsel, Digital Citizenship
Recent News
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