Senior Manager, Workforce Planning

About the Role 

The Workforce Planning team within Customer Engagement Services (CES) ensures the right workforce is in place to support Walmart’s customer care operations at scale. The Senior Manager, Workforce Planning plays a critical role in shaping and delivering network-wide workforce strategies that support peak volumes, business expansion, and structural change. This role owns cross-functional workforce planning programs that span multiple sites, channels, and lines of business. Rather than owning a single forecast, this leader ensures that major initiatives—such as peak readiness, new business launches, and site transitions—are successfully planned, integrated into WFM processes, and executed with minimal disruption to service and productivity. 

What You'll Do 

• 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. 

What You'll Bring 

• 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. 

About Walmart Global Tech  

 
Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. Thats what we do at Walmart Global Tech. Were a team of software engineers, data scientists, cybersecurity experts and service professionals within the worlds leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered. We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail. 

Walmart’s culture sets us apart, and we know being together helps us innovate, learn and grow great careers. This role is based in our [Bangalore/Chennai] office for daily work, with the flexibility for associates to manage their personal lives. 

Benefits 

Benefits Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more. 
 
Belonging 

We aim to create a culture where every associate feels valued for who they are, rooted in respect for the individual. Our goal is to foster a sense of belonging, to create opportunities for all our associates, customers and suppliers, and to be a Walmart for everyone. 

At Walmart, our vision is "everyone included." By fostering a workplace culture where everyone is—and feels—included, everyone wins. Our associates and customers reflect the makeup of all 19 countries where we operate. By making Walmart a welcoming place where all people feel like they belong, we’re able to engage associates, strengthen our business, improve our ability to serve customers, and support the communities where we operate.