Director, Technology Operations

Position Summary:

The Director, Technology Operations is accountable for defining and leading the CES Average Handle Time program through technology strategy, execution, and optimization. Acting as the single threaded business owner for AHT outcomes, this role connects Operations, Product, Engineering, and Analytics to remove friction from associate workflows, automate manual effort, and accelerate resolution without compromising customer experience.

• Define and execute the CES wide AHT reduction roadmap aligned to enterprise performance goals
• Own AHT as a measurable outcome across tools, workflows, automation, and AI enabled execution
• Partner with Operations, Product, and Engineering to prioritize initiatives based on ROI and operational impact
• Serve as the accountable owner for AHT performance, leading cross functional reviews to track progress, dependencies, and risk
• Translate operational friction into scalable technology solutions that reduce handle time and cognitive load

• Drive adoption of workflow orchestration, automation, and AI assisted execution capabilities
• Identify and retire duplicative or low value tools that increase associate effort or complexity
• Partner with Quality, Knowledge, and Engineering teams to prevent contact creation by resolving systemic process and tooling defects
• Ensure solutions are scalable, governable, and aligned with long term CES platform strategy
• Monitor delivery schedules, adoption, and realized savings across AHT initiatives

• Establish AHT performance dashboards and maturity reporting for senior leadership
• Communicate progress, outcomes, and risks in clear, data driven business language
• Align CES AHT strategy with broader enterprise automation and AI initiatives to enable reuse and scale

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

• Experience driving workflow optimization, automation, or AI enabled execution at scale
• Familiarity with contact center platforms, agent tooling, or knowledge systems
• Experience operating in highly matrixed enterprise environments

• Regularly reads, interprets, and presents information to senior leaders and cross functional teams
• Communicates effectively using written, verbal, and visual channels
• Travels as required to support CES initiatives

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see  Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.

Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Benefits and eligibility are subject to…