Director, Contact Center, Fraud Operations

Position Summary...

Walmart's Customer Engagement Services (CES) team is seeking a highly skilled and experienced Director of Fraud Operations to lead at scale in one of the most dynamic areas of our business. This leader will be responsible for driving operational excellence in detecting and preventing fraud across our digital and retail ecosystem, ensuring that our customers, associates, and business are protected while delivering best-in-class efficiency and outcomes.
The ideal candidate is an operator at heart. Passionate about leading large, diverse teams, driving innovation, and leveraging technology to deliver strong fraud and risk KPIs alongside world-class productivity metrics. They will be expected to collaborate across departments, manage vendor partnerships, and create a culture of accountability, agility, and customer-centricity.
About Customer Engagement Services (CES)
CES Operations manages ~100M contacts annually across more than three dozen lines of business, including eCommerce customers, store associates, Spark drivers/applicants, specialty businesses, fraud, and more. The CES network is comprised of thousands of Walmart associates across 26 U.S. states and in Chennai, India, as well as a global network of outsourced partners. Together, we power seamless, safe, and trusted experiences by combining people-led service with tech-enabled innovation.

What you'll do...

• Lead the Fraud & Risk Operations strategy, partnering with Fraud Strategy, Technology, and other key stakeholders to detect, prevent, and reduce fraud in the digital and retail space.
• Direct large-scale operations teams (internal, outsourced, and offshore) with accountability for fraud KPIs, risk outcomes, and productivity metrics.
• Build strong cross-functional partnerships across product, technology, customer service, and business teams to influence and advance fraud prevention strategies.
• Drive continuous improvement and operational efficiency by identifying process gaps, leveraging automation and APIs, and scaling innovative solutions.
• Oversee vendor relationships and ensure alignment of external partner performance with internal standards.
• Provide strategic oversight of reporting and analytics, ensuring the right data informs decision-making, resource allocation, and continuous improvement.
• Attract, develop, and retain top talent while cultivating a culture of integrity, accountability, inclusion, and performance.
• Represent Fraud & Risk Operations as a key voice in Walmart Care, influencing enterprise-wide strategies and outcomes.

What You'll Bring

• Deep fraud and risk management expertise in digital/retail, ideally with experience at a top e-commerce retailer.
• Operational leadership experience with large, diverse teams across internal, outsourced, and offshore environments.
• Strong vendor management skills, with experience collaborating with BPOs or third-party fraud prevention providers.
• A track record of scaling operations through efficiency, innovation, and technology adoption (automation, APIs, digital tooling).
• Project management experience, with the ability to drive large, complex initiatives across multiple stakeholders.
• Exceptional strategic thinking and analytical skills, leveraging data to inform decisions and drive measurable improvements.
• A leadership style rooted in servant leadership, collaboration, and influence, with the ability to inspire and empower teams.

Additional Information

The above information is designed to indicate the general nature and level of work performed in the role. It is not intended to be a comprehensive list of all responsibilities and qualifications. The full Job Description will be provided during the hiring process.

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 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.

The annual salary range for this position is $110,000.00-$220,000.00

Additional compensation includes annual or quarterly performance bonuses.

Additional compensation for certain positions may also include:

- Stock

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 Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 5 years' experience in retail management, business, psychology, counseling, business administration, or related area OR 7 years' experience in retail management, business, psychology, counseling, business administration, or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Managing virtual teams, Operations, Product Management, Project Management, Supervising Associates

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.