Director, Technology Operations jobs in United States
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Walmart Canada · 2 hours ago

Director, Technology Operations

positionBentonville, AR
timeFull-time
remoteHybrid
seniorityDirector/Executive
date8+ years exp

Walmart Inc. is a leading retail corporation, and they are seeking a Director of Technology Operations to define and lead the CES Average Handle Time program. This role involves connecting Operations, Product, Engineering, and Analytics to optimize workflows and improve customer experience through technology strategy and execution.

DeliveryRetailShopping

Responsibilities

Define and execute the CES wide AHT reduction roadmap aligned to enterprise performance goals
Own AHT as a measurable outcome across tools, workflows, automation, and AI enabled execution
Partner with Operations, Product, and Engineering to prioritize initiatives based on ROI and operational impact
Serve as the accountable owner for AHT performance, leading cross functional reviews to track progress, dependencies, and risk
Translate operational friction into scalable technology solutions that reduce handle time and cognitive load
Drive adoption of workflow orchestration, automation, and AI assisted execution capabilities
Identify and retire duplicative or low value tools that increase associate effort or complexity
Partner with Quality, Knowledge, and Engineering teams to prevent contact creation by resolving systemic process and tooling defects
Ensure solutions are scalable, governable, and aligned with long term CES platform strategy
Monitor delivery schedules, adoption, and realized savings across AHT initiatives
Establish AHT performance dashboards and maturity reporting for senior leadership
Communicate progress, outcomes, and risks in clear, data driven business language
Align CES AHT strategy with broader enterprise automation and AI initiatives to enable reuse and scale

Qualification

AHT performance metricsWorkflow orchestrationAutomationAI enablementExecutive communicationData driven decision makingCross functional leadershipContact center platformsAgent toolingKnowledge systemsMatrixed enterprise experience

Required

Bachelor's degree or equivalent experience in technology operations, business operations, or a related field
8 plus years leading large scale operational, technology, or performance programs in service or contact center environments
Demonstrated ownership of enterprise performance metrics such as AHT, productivity, or cost to serve
Proven ability to lead complex cross functional initiatives across Operations, Product, and Engineering
Strong executive communication and data driven decision making skills

Preferred

Experience driving workflow optimization, automation, or AI enabled execution at scale
Familiarity with contact center platforms, agent tooling, or knowledge systems
Experience operating in highly matrixed enterprise environments

Company

Walmart Canada

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Walmart Canada is a subsidiary of Walmart that operates a chain of more than 400 stores nationwide. It is a sub-organization of Walmart.
dateFounded in 1994
location
Mississauga, Ontario, CAN
people-size10001+ employees
web-link
https://www.walmartcanada.ca/

Funding

Current Stage
Late Stage

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