(USA) Group Director, Technology Operations - VOX Customer & Associate jobs in United States
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Walmart Canada · 1 day ago

(USA) Group Director, Technology Operations - VOX Customer & Associate

positionBentonville, AR
timeFull-time
remoteOnsite
seniorityDirector/Executive

Walmart Inc. is seeking a Group Director for Technology Operations in their Voice of Experience (VOX) team. This role involves leading enterprise-level initiatives to enhance customer and associate experiences by utilizing insights and technology solutions, while also driving continuous improvements and strategic execution.

DeliveryRetailShopping

Responsibilities

Lead the strategic definition and execution of the Voice of Experience strategy, delivering insights that influence customer and associate experience improvements across the enterprise
Leverage call center performance data, customer feedback, and analytics to identify friction, prioritize opportunities, and drive measurable outcomes
Drive continuous improvement initiatives focused on reducing defects, improving processes, and decreasing unnecessary customer and associate contacts
Partner closely with business, product, and technology teams to align on priorities and influence decisions that improve end‑to‑end experiences
Establish and track performance metrics such as contact volume reduction, defect reduction, NPS, associate satisfaction, and process effectiveness
Build, lead, and develop a high‑performing team that operates with strong ethical standards and a culture of accountability and innovation
Enable proactive problem‑solving by leveraging emerging technologies, including GenAI solutions, to identify trends and address issues before they escalate

Qualification

Voice of Experience strategyData analyticsContinuous improvementPerformance metrics trackingEmerging technologiesTeam leadershipCross-functional collaboration

Required

Lead the strategic definition and execution of the Voice of Experience strategy, delivering insights that influence customer and associate experience improvements across the enterprise
Leverage call center performance data, customer feedback, and analytics to identify friction, prioritize opportunities, and drive measurable outcomes
Drive continuous improvement initiatives focused on reducing defects, improving processes, and decreasing unnecessary customer and associate contacts
Partner closely with business, product, and technology teams to align on priorities and influence decisions that improve end‑to‑end experiences
Establish and track performance metrics such as contact volume reduction, defect reduction, NPS, associate satisfaction, and process effectiveness
Build, lead, and develop a high‑performing team that operates with strong ethical standards and a culture of accountability and innovation
Enable proactive problem‑solving by leveraging emerging technologies, including GenAI solutions, to identify trends and address issues before they escalate

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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