Director, Customer Experience
BrightseedSalary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
RetailIndustries
Requirements
- 10+ years of progressive leadership experience in retail operations, with a strong focus on returns, e-commerce, or supply chain transformation
- Demonstrated success in leading strategic initiatives that improve customer experience and reduce operational costs
- Strong analytical and data-driven decision-making skills
- Proven ability to innovate and drive change in a fast-paced, complex environment
- Excellent communication, collaboration, and stakeholder management abilities
- Experience leading cross-functional teams and managing large-scale projects
- Commitment to fostering a culture of integrity, ethics, and continuous improvement
Responsibilities
- Lead the strategic planning and execution of initiatives to transform the retail returns experience, focusing on customer satisfaction, operational efficiency, and cost optimization
- Oversee the design and implementation of returns programs and policies, ensuring best-in-class customer experience while reducing return-related costs
- Collaborate with e-commerce teams to create seamless, omnichannel returns solutions that enhance the digital customer journey
- Analyze data and industry trends to identify opportunities for innovation and continuous improvement across the Returns experience
- Benchmark returns operations against industry standards and implement best practices to maintain a competitive edge
- Lead large-scale, complex projects and cross-functional work streams, ensuring timely delivery and measurable results
- Build and nurture partnerships with key stakeholders, both internal and external, to drive alignment and support for transformation initiatives
- Foster a culture of integrity, ethics, and continuous learning within the team
Skills
Retail Operations
Returns Management
Customer Experience
E-commerce
Supply Chain
Strategic Planning
Omnichannel
Data Analysis
Process Optimization
Cross-functional Leadership
Project Management
Stakeholder Management
Walmart
Global retail chain offering affordable products
About Walmart
Walmart operates a chain of hypermarkets, discount department stores, and grocery stores, providing a wide variety of products at low prices to everyday consumers, families, and communities. The company combines physical retail locations with an e-commerce platform, allowing customers to shop for groceries, apparel, electronics, and household items both in-store and online. Walmart's efficient supply chain management and large-scale purchasing enable it to maintain affordability, setting it apart from competitors. The company also offers financial services and health and wellness services, including pharmacies and vision centers. Walmart's goal is to save people money and support communities, as demonstrated by its efforts during the COVID-19 pandemic and its commitment to social responsibility, including programs for veterans and military families.
Bentonville, ArkansasHeadquarters
1962Year Founded
$5,515MTotal Funding
IPOCompany Stage
Financial Services, Consumer GoodsIndustries
10,001+Employees
Benefits
PTO: Paid vacation, sick time, personal time and holiday time
10% discount on regularly priced general merchandise and fresh fruits and vegetables
6% 401(k) match to all employees, including hourly workers, after one year
Roth IRA available
Associate Stock Purchase Plan
maximum and eligible preventive care covered at 100%
Health reimbursement plans
Risks
Rising U.S. labor costs could pressure profit margins.
Amazon's grocery delivery expansion threatens Walmart's market share.
Fintech investments expose Walmart to financial regulatory risks.
Differentiation
Walmart's omnichannel strategy integrates physical and online retail seamlessly.
The company offers a wide range of products at consistently low prices.
Walmart's commitment to community support enhances its brand reputation.
Upsides
Walmart's investment in fintech expands its financial services offerings.
Robotics integration in distribution centers boosts operational efficiency.
Culturally themed product lines attract diverse customer segments.
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