Experienced Director of Business Support - Customer Service Leadership in B2B SaaS and Data Analytics at Walmart

Join the Walmart Team: Leading Customer Service and Data-Driven Insights

Walmart, a global leader in retail and technology, is seeking an exceptional Director of Business Support to oversee and drive customer service capabilities for its B2B SaaS data organization, Walmart Information Adventures. As a key leader, you will be responsible for managing a team of support specialists, ensuring the highest level of customer satisfaction and retention, and implementing service strategies that align with the company's overall goals and objectives.

About Walmart Information Adventures and Luminate

Walmart Information Adventures is focused on leveraging Walmart's rich data assets to better serve customers. Our flagship product, Walmart Luminate, is a suite of data products that deliver actionable, customer-driven insights to help traders and brands make better business decisions. By joining our team, you will be part of a dynamic organization that is revolutionizing the way businesses interact with data and customers.

Key Responsibilities

• Service Strategy and Leadership: Develop and execute the customer service strategy aligned with the organization's overall goals and objectives. Provide vision and leadership to the customer service team, setting clear goals and targets.
• Team Management: Lead, coach, and develop a high-performing customer service team. Establish performance objectives, conduct regular performance evaluations, and provide coaching and feedback to team members.
• Customer Satisfaction and Retention: Drive initiatives to ensure exceptional customer satisfaction and loyalty standards. Monitor customer feedback and develop strategies to address customer needs and concerns.
• Process Improvement: Continuously assess and improve support processes, workflows, and tools to optimize efficiency and effectiveness. Implement best practices and industry standards for customer care operations.
• Cross-Functional Collaboration: Collaborate closely with business, marketing, product, and tech teams to align support efforts with business objectives. Provide insights and recommendations based on customer feedback and support data to drive product enhancements and improvements.
• Escalation Management: Handle complex or escalated customer issues, ensuring timely and satisfactory resolution. Develop and maintain strong relationships with key customers and stakeholders.

Requirements

• Bachelor's Degree: In business, computer science, or a related field (graduate degree preferred).
• Experience: Proven experience in a leadership role within customer service, ideally in a B2B SaaS or technology organization.
• Customer Service Principles: Solid understanding of customer service principles, best practices, and industry trends.
• Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Team Management: Experience in managing and growing high-performing teams.
• Analytical Mindset: Analytical mindset with the ability to use data and metrics to drive process improvements and decision-making.
• Results-Oriented: Results-oriented with a focus on customer satisfaction and business results.
• Technical Skills: Experience with CRM systems, ticketing systems, and customer care tools. Strong problem-solving and analytical skills.
• Adaptability: Adaptability to adjust to a fast-paced, evolving environment.

Career Growth Opportunities and Learning Benefits

At Walmart, we are committed to the growth and development of our associates. As a Director of Business Support, you will have access to:

• Professional Development: Opportunities for professional growth and development in a dynamic and evolving organization.
• Training and Mentorship: Comprehensive training and mentorship programs to enhance your skills and knowledge.
• Career Advancement: Opportunities for career advancement and leadership development.

Work Environment and Company Culture

Walmart is a company that values diversity, inclusion, and respect for all associates. Our culture is built on:

• Diversity and Inclusion: A commitment to diversity, equity, and inclusion, with a focus on creating a workplace where everyone feels valued and respected.
• Collaboration and Teamwork: A collaborative and team-oriented work environment that encourages open communication and feedback.
• Recognition and Rewards: Opportunities for recognition and rewards for outstanding performance and contributions.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package that includes:

• Competitive Salary: A competitive salary of $25/hour.
• Incentive Programs: Incentive programs and bonuses for outstanding performance.
• Benefits: Comprehensive benefits package, including 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, and various health plans.

Why Join Walmart?

By joining Walmart, you will be part of a global leader in retail and technology, with a commitment to making a positive impact on customers, associates, and communities. Our mission is to help people live better, and we achieve this through:

• Customer Focus: A relentless focus on customer satisfaction and loyalty.
• Innovation: A culture of innovation and experimentation, with a focus on using technology to drive business results.
• Community Engagement: A commitment to community engagement and social responsibility.

How to Apply

If you are a motivated and experienced customer service leader looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will be in touch with you soon.

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