Job Description

What you'll do...

Position Summary

As an Outsource Operations Manager for Walmart eCommerce, you will be responsible for day-to-day supervision of 3rd party contact center providers to support delivery of all operational KPIs. The Outsource Operations Manager will be responsible for remote, and onsite focus groups, remote call monitoring, as well as developing presentations and leading various meetings internally and with partners.  In this role, you will be responsible for identifying opportunities for improvement, quantifying impacts, and collaborating with key stakeholders (for example, Quality, Training, and Technology) in order to develop action plans to improve KPIs, support implementation of process changes, track and evaluate success of process changes, and communicate results of changes to leadership.

Position Description

You will coordinate, complete, and manage outsourced partner performance for Walmart eCommerce Customer Service. You will ensure compliance with company policies and procedures and support company mission, values, and standards of ethics and integrity.  The Outsource Operations Manager will ensure operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance and drive accountability. You will identify and lead process improvement and cross functional projects for the Customer Service Call Center Operations to completion. The Outsource Operations Manager monitors compliance of external partners with established Walmart eCommerce Operations processes. You will manage customer experience improvements; identify and communicate performance drivers to ensure visibility; provide weekly and monthly performance updates to senior leadership.