Service Business Development Manager driving service revenue growth in China. Overseeing service offerings and ensuring alignment with sales and marketing strategies across the region.
About the role
- Senior Manager leading large-scale workforce planning initiatives for Walmart's customer care operations. Collaborating cross-functionally to ensure operational readiness and scalability.
Responsibilities
- Lead large-scale, network-wide workforce planning initiatives including peak planning and execution, new business stand-up, and integration into workforce management
- Own end-to-end workforce planning for new site openings, closures, and headcount transitions, ensuring operational readiness and minimal service disruption
- Drive annual and intra-year peak planning efforts, aligning demand forecasts, capacity plans, hiring strategies, and execution timelines across the network
- Partner closely with operations, business units, recruiting, training, finance, data science, and WFM teams to translate business strategy into executable workforce plans
- Monitor execution performance for major workforce initiatives, proactively identifying risks, tradeoffs, and mitigation strategies
- Lead scenario planning and risk modeling for volume volatility, ramp curves, and capacity constraints
- Communicate workforce strategies, assumptions, and outcomes clearly to senior leadership to enable informed decision-making
- Establish governance, standard processes, and documentation to improve consistency, scalability, and planning rigor
- Analyze outcomes of workforce initiatives to identify root causes, drive continuous improvement, and strengthen future planning
Requirements
- Bachelor’s degree in Business, Operations, Analytics, Industrial Engineering, or a related field; Master’s degree preferred
- 14 – 20 years of experience in workforce planning, capacity planning, operations strategy, or large-scale program leadership
- Proven experience leading complex, cross-functional workforce initiatives across multiple sites or business units
- Strong executive communication and stakeholder management skills, with the ability to influence without direct authority
- Deep understanding of workforce management concepts, forecasting, capacity modeling, and operational execution
- Experience supporting large contact center, retail, or service-based operations at scale is strongly preferred
- Ability to manage ambiguity, balance competing priorities, and drive results in a fast-paced environment
Benefits
- incentive awards for your performance
- maternity and parental leave
- PTO
- health benefits
- best-in-class benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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