Req ID: 1308316BR
Company Summary: The Walmart eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world’s largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in technology, merchandising, marketing, supply chain, talent and more, we are reimagining the intersection of digital and physical shopping to help achieve that mission.
Job Title: Senior Director, Fraud & Payments (Customer Care)
Position Summary: Our Customer Care team, made up of superheroes, is our secret weapon for delivering an amazing digital shopping experience! Building upon Sam Walton’s foundation of integrity, respect, customer service, and a quest for excellence, our Customer Care Center provides high-touch escalation support to Walmart.com customers. Our teams are continuously improving and setting new standards in customer support by being fanatical in our desire to resolve customer inquiries. We are seeking a dynamic leader who can drive a high performance team.
Position Description: Are you passionate? Driven? Are you the right person to lead a rapidly growing a customer facing contact organization while championing a customer-focused culture? We’re looking for someone who has what it takes to lead our member services operation through a period of rapid expansion and develop the programs, processes, technology and culture to become a best-in-class call center.
In this role, you will hire key leadership, build processes, and develop capabilities throughout the organization that will help us to thrive as the organization more than doubles in size. The member service center handles direct customer interactions as well as support functions such as fraud prevention, merchant support, order management and SKU enrichment. We’re looking for someone who can lead through their daily example, contributing to our values (we’re big on Trust, Transparency and Fairness) and our super high standard of performance.
Minimum Qualifications: Bachelor’s degree
8+ years relevant experience as the senior leader of a large customer service center
Operations experience with fraud and payments
You have a history of effectively managing teams to complete multiple, time-sensitive projects in addition to the day-to-day operations
You must have worked in a high growth/rapid hiring/multi business unit environments
You’re a dynamic leader who can shape the culture of a large organization (and have fun doing it!)
You like thinking about new and innovative ways to create customer passion through front line service (don’t just bring what you did at your last place – we want you to pave a new path)
You’re an independent leader; able to solve problems with minimal direction;
You pay attention to the details and like to get into the data to understand what’s happening and quickly solve problems
Additional Preferred Qualifications: Experience in ecommerce industry is strongly preferred
Category: Customer Service and Call Center