Position Summary...

We are seeking a Director of Care Operations to lead high-impact customer support functions within Walmart’s Customer Engagement Services (CES), focused on Last Mile Delivery. In this role, you’ll drive operational excellence across a complex support ecosystem serving customers, drivers, and applicants. You’ll shape strategy, optimize performance, and lead a large-scale team to deliver best-in-class service outcomes. This is a unique opportunity to influence critical delivery experiences at scale while building and developing high-performing teams.

About the Team:

The Customer Engagement Services (CES) team is at the forefront of delivering seamless support experiences across Walmart’s Last Mile Delivery network. This team operates in a fast-paced, data-driven environment, partnering closely with cross-functional stakeholders to resolve issues and improve service quality. As part of this group, you’ll help translate business goals into operational strategies that directly impact customer satisfaction and delivery success. The team values accountability, innovation, and continuous improvement in everything they do.

What you'll do...

• Lead end-to-end care operations supporting Last Mile Delivery, ensuring consistent, high-quality service across all touchpoints
• Analyze operational performance data to identify inefficiencies and implement scalable process improvements
• Partner with cross-functional stakeholders to align priorities, streamline workflows, and drive strategic initiatives
• Oversee workforce planning, including resource allocation and service level management to meet business demands
• Drive implementation and optimization of workforce management systems and operational tools
• Develop and execute business strategies, including cost analysis and performance measurement frameworks
• Build, mentor, and retain a high-performing team while fostering a culture of integrity and accountability

What you’ll bring:

• Extensive experience leading contact center or customer operations at scale, preferably in a fast-paced environment
• Demonstrated ability to use data and analytics to drive operational decisions and performance improvements
• Strong track record of managing workforce planning, service levels, and operational efficiency
• Experience implementing or optimizing workforce management systems and tools
• Ability to translate business objectives into actionable strategies and measurable outcomes
• Proven leadership experience developing teams and managing through change
• Clear and effective communication skills with experience influencing cross-functional stakeholders

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 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. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see https://one.walmart.com/notices. Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $110,000.00 - $220,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :

• Stock

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Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications: 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.

Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Managing virtual teams, Operations, Product Management, Project Management, Supervising Associates

Primary Location...

805 Respect, Bentonville, AR 72716, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.