Director, Contact Center

Walmart

. Set the operating strategy for Customer Support, establishing priorities, performance standards, and governance mechanisms aligned with business and customer needs .

Posted 11/11/2026full-timeBangalore • IndiaLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading large-scale customer support organizations, utilizing data, analytics, and automation to enhance operational efficiency and customer experience. Proven ability to build high-performing teams and establish scalable operating mechanisms while influencing stakeholders across complex organizations.

Highest-signal resume keywords

Customer Experience ManagementData Analytics and AutomationExecutive CommunicationLeadership DevelopmentMulti-Channel Customer Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceContact Center ManagementProject ManagementOperational StrategyPerformance StandardsGovernance MechanismsCapacity ManagementCost OptimizationProcess ImprovementBusiness Continuity

Soft Skills

Stakeholder ManagementInfluencing SkillsTeam BuildingEngagementContinuous Improvement

Tools & Technologies

AI SolutionsAnalytics ToolsAutomation TechnologiesTechnology-Enabled Solutions

Industry Keywords

Retail ManagementEcommerceConsumer BusinessOperations ManagementService Desk

About the role

Key responsibilities & impact

Set the operating strategy for Customer Support, establishing priorities, performance standards, and governance mechanisms aligned with business and customer needs
Create visibility and accountability to identify issues early and drive timely action
Improve customer experience and the operating model using customer insights and operational data
Simplify processes, remove friction, and partner across teams to improve the end-to-end customer journey
Influence across organizational boundaries with Product, Technology, Finance, People, Workforce Management, and other partners
Ensure operational controls and business continuity mechanisms maintain resilience through change and disruption
Lead transformation across Customer Support using automation, AI, analytics, and new operating models
Partner with Product and Technology to turn emerging capabilities into measurable business outcomes
Own capacity and operation economics, aligning resources with demand and optimizing staffing, OPEX, productivity, and cost-to-serve
Build a strong leadership organization by developing senior leaders and people managers and strengthening succession and talent pipelines
Foster high standards, accountability, engagement, and continuous improvement

Requirements

What you’ll need

18+ years of professional experience, including 10+ years leading large, multi-layered organizations and developing senior leaders
Proven experience leading large-scale customer service, contact center, or customer experience organizations, with accountability for service, quality, productivity, customer experience, and cost, and a track record of delivering measurable improvements across these outcomes
Experience leading multi-channel customer support across voice, chat, and digital channels, preferably within a large-scale retail, ecommerce, technology, or consumer business
Strong executive communication and stakeholder management skills, with the ability to influence senior leaders and partners across a complex global organization
Demonstrated ability to build high-performing organizations, establish scalable operating mechanisms, and lead complex, cross-functional initiatives
Experience using data, analytics, AI, automation, and technology-enabled solutions to transform customer operations and improve scalability and efficiency
Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 5 years’ experience in retail management, business, psychology, counseling, business administration, or related area OR 7 years’ experience in retail management, business, psychology, counseling, business administration, or related area
Customer service, contact center, service desk, or related area
Managing teams in an operations or production environment
Project Management
Supervisory experience