Manager, Workforce Planning

Position Summary...

Location: Bentonville, AR (onsite)

The Manager, Workforce Management is responsible for leading the end-to-end Workforce Management function for assigned Marketplace Operations business areas. This role oversees workforce planning execution, scheduling, real-time operations, staffing optimization, vendor performance, and operational governance while partnering across Operations, Forecasting, Finance, Product, Analytics, and BPO teams. The position leads Schedulers and Real-Time Analysts and serves as the primary Workforce Management partner for operational leaders.

What you'll do...

Workforce Management Leadership

• Lead the end-to-end Workforce Management function across assigned business areas.
• Own workforce execution from forecast intake through scheduling, intraday management, and reporting.
• Establish Workforce Management governance and best practices.

Scheduling & Workforce Planning

• Lead schedule creation, optimization, publication, and schedule change management.
• Optimize staffing while balancing business requirements and employee experience.

Intraday & Real-Time Operations

• Lead intraday workforce execution to achieve service levels.
• Manage schedule adherence, occupancy, staffing risks, overtime, VTO, and contingency plans.

Operational Performance

• Monitor workforce KPIs and drive corrective actions.
• Conduct workforce reviews to improve efficiency and operational performance.

Cross-Functional Partnership

• Partner with Operations, Forecasting, Finance, Product, Analytics, HR, Engineering, and BPO partners to execute workforce strategies.

Vendor & BPO Workforce Management

• Oversee Workforce Management execution across outsourced operations.
• Ensure vendor staffing and scheduling align with business expectations.

Continuous Improvement

• Drive automation, process improvements, and Workforce Management system enhancements.
• Standardize Workforce Management processes and documentation.

People Leadership

• Lead, coach, and develop Schedulers and Real-Time Analysts.
• Establish performance expectations and support career development.

Minimum Qualifications

• Bachelor's degree in Business, Operations, Supply Chain, Engineering, or a related field.
• 8+ years of Workforce Management, Scheduling, Real-Time Management, or Contact Center Operations experience.
• 3+ years of people leadership experience.
• Experience with NICE IEX, NICE CXone WFM, Verint, Aspect, or Genesys.
• Advanced Microsoft Excel skills and strong analytical abilities.

Preferred Qualifications

• Retail, eCommerce, Marketplace, or omnichannel operations experience.
• Experience managing BPO workforce operations.
• Experience with SQL, Tableau, or Power BI.
• Knowledge of Erlang, scheduling optimization, and intraday management.

Success Metrics

• Service Level Achievement
• Schedule Efficiency
• Schedule Adherence
• Occupancy
• Staffing Variance
• Overtime & VTO Optimization
• Productivity
• Workforce Utilization
• Stakeholder Satisfaction

Core Competencies

• Workforce Management
• Scheduling
• Intraday Operations
• Operational Excellence
• Leadership
• Continuous Improvement
• Data-Driven Decision Making
• Cross-Functional Collaboration

Why This Role Matters

This role translates workforce strategies into operational execution, ensuring Marketplace Operations consistently delivers strong service levels, operational efficiency, and an excellent customer and seller experience. 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 $80,000.00 - $155,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
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Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Bachelor’s degree in Analytics, Statistics, Computer Science, Mathematics, or related field and 2 years’ experience in data management, business analytics, statistics, or related area OR 4 years’ experience in data analysis, statistics, computer science, or related area.

Preferred Qualifications...

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

Master's degree in in Analytics, Statistics, Computer Science, Mathematics or related field, Project Management Certification, Six Sigma certification

Primary Location...

1601 SE 10th 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.