Director, Technology Operations

Walmart

Actively hiring
(Usa) 1300 Building Ar Bentonville Home Office, US Posted 129 days ago $110,000–$220,000 / year
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At a glance

AI generated

TL;DR

The Director of Technology Operations leads Walmart’s CES Average Handle Time (AHT) program, focusing on reducing AHT through strategic technology initiatives. This role involves collaborating with Operations, Product, Engineering, and Analytics to streamline workflows, automate processes, and enhance AI capabilities, ensuring continuous improvement in productivity and cost efficiency without compromising customer experience. Key responsibilities include defining the AHT reduction roadmap, driving adoption of workflow orchestration tools, identifying low-value tooling, and preventing contact creation through systemic process improvements. The ideal candidate has over 8 years of experience leading large-scale operational or technology programs in service environments, with a proven track record in cross-functional leadership and executive communication. Preferred qualifications include expertise in workflow optimization, automation, AI enablement, and familiarity with contact center platforms.

Skills

Workflow orchestration Automation AI enabled execution Contact center platforms Agent tooling Knowledge systems Scalable technology solutions Cross functional communication Executive communication Data driven decision making WCAG 2.2 AA standards Digital accessibility Assistive technologies

What you'll do

  • Define and execute CES-wide AHT reduction roadmap aligned with enterprise goals.
  • Own AHT performance outcomes across tools, workflows, automation, and AI execution.
  • Drive adoption of workflow orchestration, automation, and AI-assisted capabilities.
  • Identify and retire low-value tools to reduce associate effort and complexity.
  • Monitor delivery schedules, adoption rates, and realized savings for AHT initiatives.

What we're looking for

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

Market check

Salary context

This $110,000–$220,000 range sits above 23% of similar postings on FindRole.

Peer median band

$169,000–$260,000

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$174,200–$253,500

Middle half of comparable postings.

Based on 236 comparable postings.

* 240 is the maximum number of comparable postings sampled.

Employer

About Walmart

Walmart Inc. is the world''s largest retailer by revenue, operating a chain of hypermarkets, discount department stores, and grocery stores, as well as a growing e-commerce presence through Walmart.com. Industry: General Merchandise & Grocery Retail

Walmart currently has 495 open roles on FindRole.

Listed pay typically runs $117,000–$234,000 across 487 roles with salary data.

Most-posted roles

View all roles at Walmart

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