(USA) Group Director, Contact Center - Operations and Marketplace Seller Support

Position Summary...

What you'll do...

Location: Bentonville, AR

Group Director, Contact Center - Operations and Marketplace Seller Support

Overview

As the Group Director of Marketplace Seller Support Strategy & Operations, you will drive operational excellence across all facets of our seller support ecosystem. You will oversee BPO operations, Seller Support Operations, and Risk Operations (domestic and China), ensuring seamless support for sellers across multiple channels. Your leadership will extend to Workforce Planning, Operational Readiness, Performance, Strategy & Analytics, and the Seller Connection-our new center of excellence for Marketplace support.

Key Responsibilities

Strategic Leadership & Innovation

• Develop and implement operational strategies to enhance the seller experience, streamline support processes, and drive overall business growth in Marketplace.
• Lead multi-year planning to improve seller satisfaction, operational efficiency, and profitability, benchmarking against eCommerce industry standards.
• Shape the future of our seller support operations with your innovative ideas and strategic insights.

Operational Excellence

• Oversee the design, development, and continuous improvement of seller support operations, ensuring best-in-class service across all channels and platforms.
• Manage large-scale projects and initiatives, including the rollout of new support tools, process automation, and omnichannel support solutions.
• Be at the forefront of transforming our support operations to achieve unprecedented growth and efficiency.

Workforce Development

• Build and lead a high-performing, digitally savvy support team, focusing on talent acquisition, training, and ongoing professional development tailored for eCommerce environments 7 .
• Foster a culture of mentorship, innovation, and continuous improvement.
• Develop a team that thrives on excellence and innovation, with ample opportunities for career advancement and personal growth.

Data-Driven Decision Making

• Leverage analytics to monitor support performance, identify trends, and drive actionable insights that enhance seller satisfaction and operational outcomes 3 6 .
• Collaborate with cross-functional teams (product, technology, marketing, fulfillment) to optimize the seller journey and resolve issues proactively.
• Use data-driven insights to shape strategic decisions and drive impactful changes across the organization.

Integrity & Ethics

• Champion company values and ethical standards, ensuring all support interactions reflect the brand's commitment to integrity and transparency.

Business Solutions Implementation

• Partner with stakeholders to implement innovative support solutions, such as AI chatbots, self-service resources, and knowledge management systems, to improve efficiency and scalability 2 6 .
• Oversee the integration of new technologies and tools that enhance the seller support experience.
• Work in a dynamic environment that encourages creativity and the implementation of cutting-edge solutions.

Community & Stakeholder Engagement

• Build strong relationships with sellers, internal teams, and external partners to create a collaborative support ecosystem.
• Represent the voice of the seller within the organization, advocating for their needs and driving continuous improvement initiatives.
• Engage with a diverse community of stakeholders to foster collaboration and drive mutual success.

Growth & Cost Management

• Optimize operational processes to drive growth, reduce costs, and minimize risk, using data-driven analysis to prioritize initiatives and measure impact.

This role requires a visionary leader with deep experience in eCommerce contact center operations, a passion for delivering exceptional seller experiences, and a proven ability to drive cross-functional collaboration and innovation.

Qualifications

• Proven leadership experience in operations management, particularly within Seller Support and BPO operations.
• Strong analytical and strategic planning skills.
• Expertise in project management and execution of complex initiatives.
• Commitment to workforce development and talent management.
• Excellent communication and stakeholder engagement skills.
• Demonstrated ability to drive innovation and operational improvements.

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.
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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.
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For information about PTO, see https://one.walmart.com/notices .

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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.
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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.
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For information about benefits and eligibility, see One.Walmart .

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The annual salary range for this position is $160,000.00-$320,000.00
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Additional compensation includes annual or quarterly performance bonuses.
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Additional compensation for certain positions may also include:
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- 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.

Option 1: Bachelor's degree in Business, Retail Management, Technology, Communications, or related
field and 7 years' experience in retail management, business, technology, communications, or related area.
Option 2: 9 years' experience in business, technology, communications, or related area.
5 years' supervisory experience.
5 years' experience leading cross-functional teams.

Preferred Qualifications...

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

Leading a cross-functional team, Project Management, Supervisory experience

Masters: Business Administration, Masters: Computer Engineering, Masters: Operations Management

Project Management - Project Management Professional - Certification

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of America