Outsource Operations Manager - Contact Center BPO and Vendor Experience

Join Our Team and Be Part of Something Bigger! We're seeking an experienced Outsource Operations Manager to lead our Contact Center BPO and Vendor Experience team. This hybrid role offers a unique blend of remote work and collaboration in our office environment, with a competitive salary and comprehensive benefits package.

About Us

We're a dynamic team that provides business support to cross-functional Marketplace Business and Seller Support Teams. Our focus is on delivering exceptional user and seller experiences through timely trouble ticket resolution, UAT and business requirement gathering support, and data updates within the Salesforce Ecosystem.

Job Summary

As an Outsource Operations Manager, you will be responsible for the day-to-day supervision of 3rd party contact center providers, ensuring the delivery of all operational KPIs. Your expertise will drive success in remote and onsite focus groups, call monitoring, presentation development, and stakeholder management. You'll identify areas for improvement, develop action plans, and collaborate with key stakeholders to enhance KPIs and implement process changes.

Key Responsibilities

• Manage and optimize outsourced partner performance for Walmart eCommerce Customer Service
• Ensure compliance with company policies, procedures, and standards of ethics and integrity
• Communicate operational objectives to cross-functional business partners and external partners
• Lead process improvement and cross-functional projects to enhance Customer Service Call Center Operations
• Monitor compliance of external partners with established Walmart eCommerce Operations processes
• Drive customer experience improvements and provide weekly and monthly performance updates to senior leadership

Qualifications

Minimum Requirements:

• Bachelor's degree in Business or related field
• 4+ years of BPO experience
• 4+ years of experience in a Customer Service Center/Call center environment
• 2+ years of experience with Warehouse Management Systems and/or Order Management Systems
• 4+ years of experience in Vendor/Outsourcing management
• 4+ years of experience in Analytics using multiple data sources
• Proficient in Excel, metrics and KPIs, Tableau, PowerBi
• Ability to travel internationally up to 50% of the time
• 2+ years of Operations experience

Preferred Qualifications:

• 2+ years of eCommerce Retail experience
• 2+ years of experience developing and implementing call center metrics
• WFM experience a plus
• Project management experience (certification a plus)

What We Offer

Competitive salary and benefits package, including:

• Incentive awards for performance
• 401(k) match
• Stock purchase plan
• Paid maternity and parental leave
• PTO
• Multiple health plans

Equal Opportunity Employer

Walmart, Inc. is an Equal Opportunity Employer – By Choice. We value diversity and inclusion, and welcome applications from all qualified candidates.

Apply Now and take the first step towards a rewarding career with our team!