Walmart

Director, Contact Center, Fraud Operations

Walmart

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $110,000 - $220,000 per year

Job Level

Lead

Tech Stack

Spark

About the role

  • Lead the Fraud & Risk Operations strategy, partnering with Fraud Strategy, Technology, and other key stakeholders to detect, prevent, and reduce fraud in the digital and retail space
  • Direct large-scale operations teams (internal, outsourced, and offshore) with accountability for fraud KPIs, risk outcomes, and productivity metrics
  • Build strong cross-functional partnerships across product, technology, customer service, and business teams to influence and advance fraud prevention strategies
  • Drive continuous improvement and operational efficiency by identifying process gaps, leveraging automation and APIs, and scaling innovative solutions
  • Oversee vendor relationships and ensure alignment of external partner performance with internal standards
  • Provide strategic oversight of reporting and analytics, ensuring the right data informs decision-making, resource allocation, and continuous improvement
  • Attract, develop, and retain top talent while cultivating a culture of integrity, accountability, inclusion, and performance
  • Represent Fraud & Risk Operations as a key voice in Walmart Care, influencing enterprise-wide strategies and outcomes

Requirements

  • Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field OR 7 years’ experience in retail management, business, psychology, counseling, business administration, or related area
  • 5 years’ experience in retail management, business, psychology, counseling, business administration, or related area with Bachelor's degree
  • Deep fraud and risk management expertise in digital/retail
  • Operational leadership experience with large, diverse teams across internal, outsourced, and offshore environments
  • Strong vendor management skills
  • Experience collaborating with BPOs or third-party fraud prevention providers
  • Track record of scaling operations through efficiency, innovation, and technology adoption (automation, APIs, digital tooling)
  • Project management experience driving large, complex initiatives
  • Exceptional strategic thinking and analytical skills
  • Leadership style rooted in servant leadership, collaboration, and influence