What you’ll do at
Position Summary…
What you’ll do…
Walmart+ is a membership program that brings together in-store and digital benefits like no other retailer can. With membership benefits like Free store delivery, Free shipping with no order minimum, Mobile scan & go in-store, Early Access to Deals, and Member prices on Fuel, Walmart+ helps our members save time & money.
We are looking for an experienced Senior Manager I to join the Walmart+ business team to develop scalable, omni-channel strategies that drive elevated member care (customer service) experiences. The Member Care team is focused on building differentiated member care experiences when contacting Walmart+ Customer Care. The ideal candidate is passionate about customer care and overall customer experience and has a strong background in Program Management and Change Management.
The Senior Manager I will drive business growth by developing and maintaining multiple internal and external business relationships; understanding and managing mutual value propositions, risks, and benefits; and supporting engagement and dialogue with stakeholders to mitigate risks, resolve issues, and realize value proposition and subsequent business objectives.
This role will Influence and drive the overall member care strategy to ensure highest retention, paid conversion, upgrades as well as NPS by driving W+ Member Care strategy and influencing cross-functional partners.
This role will also support the development and implementation of new reactive and proactive care engagements with our members to resolve member pain points and also advocate for the W+ membership. Strong communication skills and stakeholder management will be key in the role, as well as experience running test & learn programs (A/B testing) in a customer service / digital operations role.
Leveraging our member data and deriving insights valuable for care engagements, this role will help innovate and test new ways to make the member experience better. They should be a seasoned change management professional with a proven track record of finding opportunities for improvement and optimization in the customer/member care experience.
How will you Deliver for the Member?
- Customer/Member Focus: Delivers expected business results while putting the member first and consistently applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.
- Strategic Thinking: Adopts a holistic perspective that considers data, analytics, member insights, and different parts of the business when making plans and shaping the team’s strategy. Strong analytical skills with proven experience of making data-based decisions and working in tandem with Business Intelligence, Data Science, and technology teams to better leverage data for actionable insights
- Experienced with setting up test and learn programs, managing and driving everything from test design to execution to reporting.
You’ll wow us if….
- Analytical work excites you.
- You are passionate about customer care, customer experience.
- You have strong analytical skills with proven experience of making data based decisions, working in tandem with business intelligence, data science and technology teams.
- You know how to leverage data to develop actionable strategic plans and develop roadmaps.
- Stays ahead of the curve on industry best practices for customer/member care, informing and driving adoption of relevant best practices to the W+ member care strategy
- You Thrive in ambiguity and comfortable in a start-up working environment.
- You are flexible and adaptable as the business evolves
- You’re highly skilled at leading multiple simultaneous projects.
- You excel at communicating at all levels of the organization.
- You are an expert at mentoring focused improvement methodologies (Root Cause Analysis, DMAIC, etc.).
- You possess a great deal of energy and a positive attitude.
- You have a high learning index, a high numeric ability and high verbal reasoning skills.
- You participate in strategic planning meetings to create alignment toward your organization’s strategy.
- You have deep expertise in working in a cross functional environment, often in complex organizational matrixes.
Minimum Qualifications
Bachelor’s degree in Business Administration, Engineering, Operations, or related field and 5 years’ experience in operations, project management, or related area OR 7 years’ experience in operations, project management, or related area.
Proven experience implementing various programs.
Preferred Qualifications…
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Previous experience working in Customer Support operations
Previous experience working with highly matrixed organizations, influencing without authority
Previous experience managing tests and deriving clear outcomes for business actions
PMP Certification
#WalmartPlus
The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
This role can be based in San Bruno CA (SFO), Hoboken NJ (NYC) or Bentonville, AR (XNA). This role is not fully remote and should be considered an hybrid role. Team office days occur each week and the candidate should be available to commute into the office for team meeting day(s).
At Walmart, we offer competitive pay as well as performance-based incentive 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 at https://bit.ly/3iOOb1J .
The annual salary range for this position is $105,000.00-$195,000.00
Additional compensation includes annual or quarterly performance incentives.
Additional compensation for certain positions may also include:
– Regional Pay Zone (RPZ) (based on location)
– Stock equity incentives
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, Human Resources, or related field and 3 years’ experience in project management, compliance, operations
management, or related area OR 5 years’ experience in project management, compliance, operations management, or related area.
1 year’s experience leading cross-functional teams.
3 years’ experience using intermediate functionality of Microsoft Office.
Preferred Qualifications…
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Managing a budget, profit and loss statement, or relate financial process, Master’s degree in Business Administration or related field like (not limited to) Project Management, Compliance, Operations Management
Project Management – Project Management Professional – Certification Primary Location… 850 Cherry Avenue, San Bruno, CA 94066-3031, United States of America
About Walmart
At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability-and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries-all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?
Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.
“I love that at Walmart, each associate has the opportunity and autonomy to create their own career path and grow.” – Diane, Project Manager
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