Director, Contact Center – Enablement

Walmart

. Lead operational support functions including learning and development, quality assurance, operational readiness, process optimization, and knowledge management and content strategy .

Posted 5/22/2026full-timeBentonville • 🇺🇸 United StatesLead💰 $110,000 - $220,000 per yearWebsite

About the role

Key responsibilities & impact

Lead operational support functions including learning and development, quality assurance, operational readiness, process optimization, and knowledge management and content strategy
Develop scalable programs, tools, processes, and content that improve associate effectiveness, productivity, consistency, and member satisfaction
Partner cross-functionally to support new initiatives, process changes, and evolving member needs
Establish quality frameworks, readiness plans, and operational standards that support frontline success
Leverage data and feedback loops to drive continuous improvement and reduce operational friction
Build high-performing teams and foster a culture of accountability and operational excellence

Requirements

What you’ll need

Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 5 years’ experience in retail management, business, psychology, counseling, business administration, or related area OR 7 years’ experience in retail management, business, psychology, counseling, business administration, or related area
Proven leadership experience in directing contact center operations and driving strategic initiatives
Strong expertise in operational excellence, process improvement, and quality control
Ability to collaborate cross-functionally to align business goals and enhance customer experience
Demonstrated success in managing continuous improvement processes and change leadership
Proficient in program management with a focus on analytics, reporting, and decision-making
Experience in learning and development strategy to build and sustain a high-performing team
Ability to partner cross-functionally, influence stakeholders, and lead through change in a fast-paced environment
Experience leveraging operational insights and performance trends to improve associate effectiveness and member experience

Benefits

Comp & perks

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, 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 company paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operational excellenceprocess improvementquality controlprogram managementanalyticsreportingdecision-makinglearning and development strategycontinuous improvement processeschange leadership

Soft Skills

leadershipcollaborationinfluencing stakeholdersaccountabilityoperational excellenceteam buildingcross-functional partnershipcommunicationadaptabilityproblem-solving