Director, Technology Operations

Position Overview

The Director, Technology Operations is accountable for defining and leading the CES Average Handle Time (AHT) 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.

The Director leads a cross functional agenda spanning workflow orchestration, tooling optimization, automation, and AI enablement to deliver measurable improvements in AHT, productivity, cost to serve, and contact prevention while strengthening long term platform scalability and governance.

Salary: $110,000.00 - $220,000.00

Compensation: Annual or quarterly performance bonuses; may include Stock.

Location: 1300 Se 8Th St, Bentonville, AR 72712, United States of America

Key Responsibilities

• AHT Strategy and Program Leadership:
• 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.
• Technology Enablement, Optimization, and Defect Prevention:
• 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.
• Cross Functional Integration and Communication:
• 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.

Required Qualifications

• Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or a related area and 6 years’ experience in project management, program management, program operations, or a related area.
• Option 2: 8 years’ experience in project management, program management, program operations, or a related area, and 3 years’ supervisory experience.

Preferred Qualifications

• Master’s degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or a related area and 5 years' experience in project management, program management, or program operations.
• Experience in creating inclusive digital experiences with demonstrated knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and digital accessibility best practices.

Benefits & Perks

• Competitive pay and performance-based bonus awards.
• Benefits: Health benefits including medical, vision, and dental coverage.
• Benefits: Financial benefits including 401(k), stock purchase, and company-paid life insurance.
• Benefits: Paid time off benefits including PTO (vacation, sick leave, holidays, etc.) and PPTO based on job classification and length of employment.
• Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, and adoption and surrogacy expense reimbursement.
• Live Better U – a Walmart-paid education benefit program covering tuition, books, and fees for various educational programs.