Director, Business Support - Walmart Luminate
Position Summary What you'll do Director of Customer Support - Walmart Luminate As the Director of Customer Support, you will be responsible for leading and managing the customer support function for a B2B SaaS data company.
In this strategic leadership role, you will oversee a team of support professionals and ensure the highest level of customer satisfaction and retention.
You will develop and implement support strategies, drive process improvements, and foster a customer-centric culture within the organization.
Walmart Data Ventures is focused on productizing Walmart's rich data assets to better serve customers.
Walmart Luminate is a suite of data products that deliver actionable, customer-centric insights to help merchants and brands make better business decisions.
Responsibilities:
Leadership and Strategy:
Develop and execute the customer support strategy aligned with the company's overall goals and objectives.
Provide vision and leadership to the customer support team, setting clear goals and objectives.
Foster a customer-centric culture and mindset across the organization.
Team Management:
Lead, mentor, and develop a high-performing customer support team.
Establish performance goals, conduct regular performance evaluations, and provide coaching and feedback to team members.
Recruit, onboard, and train new support team members as needed.
Customer Satisfaction and Retention:
Drive initiatives to ensure exceptional customer satisfaction and retention rates.
Monitor customer feedback and develop strategies to address customer needs and concerns.
Collaborate with other departments, such as product development, business development and account management, to improve the overall customer experience.
Process Improvement:
Continuously evaluate and improve support processes, workflows, and tools to optimize efficiency and effectiveness.
Implement best practices and industry standards for customer support operations.
Analyze support metrics and KPIs to identify trends, areas of improvement, and implement data-driven solutions.
Cross-functional Collaboration:
Collaborate closely with the sales, marketing, and 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 improvements and enhancements.
Act as a liaison between customers and internal teams, ensuring smooth communication and issue resolution.
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 (Master's degree preferred).
Proven experience in a leadership role within customer support, preferably in a B2B SaaS or technology company.
Strong understanding of customer support principles, best practices, and industry trends.
Exceptional communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
Experience in managing and developing high-performing teams.
Analytical mindset with the ability to leverage data and metrics to drive process improvements and decision-making.
Results-oriented with a focus on customer satisfaction and business outcomes.
Familiarity with CRM systems, ticketing systems, and customer support tools.
Strong problem-solving and decision-making abilities.
Flexibility to adapt to a fast-paced, evolving environment.
Benefits & Perks:
Beyond competitive pay, you can receive incentive awards for your performance.
Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.
Equal Opportunity Employer Walmart, Inc.
is an Equal Opportunity Employer - By Choice.
We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them.
That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions - while being inclusive of all people.
Who We Are Join Walmart and your work could help over 275 million global customers live better every week.
Yes, we are the Fortune #1 company.
But you'll quickly find we're a company who wants you to feel comfortable bringing your whole self to work.
A career at Walmart is where the world's most complex challenges meet a kinder way of life.
Our mission spreads far beyond the walls of our stores.
Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement.
From day one, you'll be empowered and equipped to do the best work of your life.
careers.
walmart.
com At Walmart, we offer competitive pay as well as performance-based incentive 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 https:
//one.
walmart.
com/notices.
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.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.
Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.
Walmart at https:
//bit.
ly/3iOOb1J.
The annual salary range for this position is $105,000.
00-$223,000.
00 Additional compensation includes annual or quarterly performance incentives.
Additional compensation for certain positions may also include:
- Regional Pay Zone (RPZ) (based on location) - Stock equity incentives Minimum Qualifications Outlined below are the required minimum qualifications for this position.
If none are listed, there are no minimum qualifications.
Minimum
Qualifications:
Bachelor's degree in Business Management, Logistics, Computer Science, or related field and 5 years' experience in operations, retail, project management, or related area OR 7 years' experience in operations, retail, project management, or related area.
Preferred Qualifications Outlined below are the optional preferred qualifications for this position.
If none are listed, there are no preferred qualifications.
Preparing and executing budgets, Vendor Management Masters:
Business Administration Project Management - Project Management Professional - Certification Primary Location 702 SW 8TH ST, BENTONVILLE, AR 72716, United States of America Recommended Skills Account Management Analytical Branding Business Administration Business Development Business Management Estimated Salary: $20 to $28 per hour based on qualifications.
In this strategic leadership role, you will oversee a team of support professionals and ensure the highest level of customer satisfaction and retention.
You will develop and implement support strategies, drive process improvements, and foster a customer-centric culture within the organization.
Walmart Data Ventures is focused on productizing Walmart's rich data assets to better serve customers.
Walmart Luminate is a suite of data products that deliver actionable, customer-centric insights to help merchants and brands make better business decisions.
Responsibilities:
Leadership and Strategy:
Develop and execute the customer support strategy aligned with the company's overall goals and objectives.
Provide vision and leadership to the customer support team, setting clear goals and objectives.
Foster a customer-centric culture and mindset across the organization.
Team Management:
Lead, mentor, and develop a high-performing customer support team.
Establish performance goals, conduct regular performance evaluations, and provide coaching and feedback to team members.
Recruit, onboard, and train new support team members as needed.
Customer Satisfaction and Retention:
Drive initiatives to ensure exceptional customer satisfaction and retention rates.
Monitor customer feedback and develop strategies to address customer needs and concerns.
Collaborate with other departments, such as product development, business development and account management, to improve the overall customer experience.
Process Improvement:
Continuously evaluate and improve support processes, workflows, and tools to optimize efficiency and effectiveness.
Implement best practices and industry standards for customer support operations.
Analyze support metrics and KPIs to identify trends, areas of improvement, and implement data-driven solutions.
Cross-functional Collaboration:
Collaborate closely with the sales, marketing, and 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 improvements and enhancements.
Act as a liaison between customers and internal teams, ensuring smooth communication and issue resolution.
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 (Master's degree preferred).
Proven experience in a leadership role within customer support, preferably in a B2B SaaS or technology company.
Strong understanding of customer support principles, best practices, and industry trends.
Exceptional communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
Experience in managing and developing high-performing teams.
Analytical mindset with the ability to leverage data and metrics to drive process improvements and decision-making.
Results-oriented with a focus on customer satisfaction and business outcomes.
Familiarity with CRM systems, ticketing systems, and customer support tools.
Strong problem-solving and decision-making abilities.
Flexibility to adapt to a fast-paced, evolving environment.
Benefits & Perks:
Beyond competitive pay, you can receive incentive awards for your performance.
Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.
Equal Opportunity Employer Walmart, Inc.
is an Equal Opportunity Employer - By Choice.
We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them.
That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions - while being inclusive of all people.
Who We Are Join Walmart and your work could help over 275 million global customers live better every week.
Yes, we are the Fortune #1 company.
But you'll quickly find we're a company who wants you to feel comfortable bringing your whole self to work.
A career at Walmart is where the world's most complex challenges meet a kinder way of life.
Our mission spreads far beyond the walls of our stores.
Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement.
From day one, you'll be empowered and equipped to do the best work of your life.
careers.
walmart.
com At Walmart, we offer competitive pay as well as performance-based incentive 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 https:
//one.
walmart.
com/notices.
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.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.
Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.
Walmart at https:
//bit.
ly/3iOOb1J.
The annual salary range for this position is $105,000.
00-$223,000.
00 Additional compensation includes annual or quarterly performance incentives.
Additional compensation for certain positions may also include:
- Regional Pay Zone (RPZ) (based on location) - Stock equity incentives Minimum Qualifications Outlined below are the required minimum qualifications for this position.
If none are listed, there are no minimum qualifications.
Minimum
Qualifications:
Bachelor's degree in Business Management, Logistics, Computer Science, or related field and 5 years' experience in operations, retail, project management, or related area OR 7 years' experience in operations, retail, project management, or related area.
Preferred Qualifications Outlined below are the optional preferred qualifications for this position.
If none are listed, there are no preferred qualifications.
Preparing and executing budgets, Vendor Management Masters:
Business Administration Project Management - Project Management Professional - Certification Primary Location 702 SW 8TH ST, BENTONVILLE, AR 72716, United States of America Recommended Skills Account Management Analytical Branding Business Administration Business Development Business Management Estimated Salary: $20 to $28 per hour based on qualifications.
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