Director - Vendor Operations - Walmart eCommerce - Fort Worth

Job description
The Director of Vendor Operations assists the VP of Customer Care with the management of all outsourced services for Walmart.com US with a specific focus dedicated toward operational execution and ensuring that systems and processes are in place for the efficient administration of Walmart.com services. The Director will also be responsible for the selection of new vendors and will direct the VMO in the RFI/RFP process.



1. Manage the efficiency of operational execution in support of Walmart.com achieving its business plan objectives and manage the Opex budgeted forecast with the principle focus of maximizing productivity of several outsourced service providers and minimization of monthly expense.

2. Develop appropriate partnership relationships and ensure regular communications with outsourced service providers to ensure the implementation and delivery of Walmart.com Customer Care policies and procedures are followed accurately.

3. Monitor and manage outsourced service providers to ensure their performance meets planned service level agreements and the evolving nature of the business and adjust standards and associated reporting to match current delivery requirements.

4. Develop and manage Customer Care programs delivered by several outsourced services providers to budgeted forecast while maintaining the integrity of Walmart brand standards.

5. Collaborate ongoing with the Marketing and Customer Experience departments to ensure that respective business initiatives can be supported outsourced service providers.

6. Develop necessary reporting to ensure trends are identified and competitive tracking among partners is available.

7. Investigate new vendor partners, negotiate contracts or amendments, as required. Work directly with VMO to complete RFI/RFP’s.

8. Manage and develop direct reports.

Desired Skills and Experience

1. 10+ years previous experience managing outsourced vendor operations for a Customer Care team with multiple vendors.
2. Experience working with vendors providing support in multiple languages located outside of the US.
3. Experience delivering customer service through multiple channels, to include: voice, chat, and email.
4. Previous experience developing RFI/RFP for vendor selection.
5. Prefer experience with Oracle’s RightNow technology suite.
6. College degree required.

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