What you’ll do at
Position Summary…
What you’ll do…
LMD Sr. Manager II – Operations – Ecomm – App Stability and Driver Success
Location:
You will have the opportunity to work from one of our hub locations where we have a team presence, Hoboken, NJ, San Bruno, CA, or Bentonville, AR.
The team you’ll get to join:
On the Driver Experience team, we’re focused on creating an intuitive gig-driver experience that just works. One that is built through the lens of agent success which fosters trust and transparency, nurtures driver retention, and enables a differentiated support experience – empowering us to become a low-cost delivery partner and platform of choice for gig-drivers everywhere.
The Driver experience team views optimizable contact rate as a defect, and is focused on reduction of contact rate as our primary OKR. We do so by holistically analyzing the experience across every phase of the driver journey and collaborating with product and engineering to enhance existing platform experiences, reduce high-friction pain points, and eliminating working as designed defects.
How you will make an impact:
- We are looking for a thought leader and strategist who can help identify across every phase of the platform experience our greatest enhancement opportunities. In a lot of ways we function like a startup, meaning you’ll leverage cross functional leadership, a collaborative mindset (understanding the impact your suggestions have on other teams goals and OKRs), and a full range of product thinking and customer experience/operational strategist skills across all organizations. Moreover, your contributions should galvanize our ability to solve known and yet to be discovered experience problems within the unified end-to-end journey on the Spark platform for Last Mile Delivery.
- Plan strategically and think tactically as a partner with product and engineering to define the future of the Spark Driver roadmap.
- An opportunity to reshape the strategic vision for the most critical parts of our driver experience.
- Influence the shape of the platform with research, data, a lens of cost impact and an agent and driver-first mindset.
- Inspire your team (including your product and engineering partners) by bringing new ideas, and identifying high-friction pain points for them innovate and improve upon.
- Perform exploratory analysis of contact drivers to gain deeper understanding of the problem and the impact to support cost and our key metrics
- Analyze product launch and experiment observational data; KPI and contract rate impact, communicate findings, facilitate launch/scale decision recommendations.
- Create a framework for design that is focused on building trust with our core customer, improving transparency of the experience and accelerating our agents ability to solve contacts through proactive resolution capabilities that you’ll help build.
- Design product bug and working as designed defect framework meant to accelerate early detection and galvanize solutioning and resolution for our highest friction and driver trust busting use cases
- Explore, assess and propose technologies that bring disruptive capabilities to the Spark platform.
You will sweep us off our feet if you…
- Are someone who feels comfortable working with ambiguity and evolving data while articulating eloquently on business requirements with internal and external senior stakeholders improving holistic app/platform experience
- Have in-depth expertise in contact center operational leadership, and contact center learnings space
- Have 5-7 + Years of experience in a high-growth environment (tech-startup), with contributor and leadership roles in product ideation, design and implementation
- Possess excellent communication and influencing skills; proven experience of influencing other teams and stakeholders (up to the executive level), where their support is critical to success.
- Have an ability to identify upstream blockers, prioritize solutions and communicate effectively, outward and upward.
- Possess 7+ years of work experience in a related field (consulting, operations, strategy, analytics and tech) or 4+ years of experience with a relevant Bachelor’s Degree.
- Ability to thrive in a fast-paced and ambiguous environment.
- 3+ years of implementation experience in a related field
Preferred Qualifications
Unparalleled business judgment and critical thinking skills with the ability to use objective data to influence enterprise strategy and executive decisions
Ability to articulate complex problems clearly and to multiple levels of audiences
Strong experience building and executing complex processes.
Exceptional business acumen, coupled with high emotional intelligence
6+ years in a product management type role, with an ability to thrive at the intersection of product, engineering customer and agent success.
Lean Six Sigma Training – Green Belt
Project Management Professional / Scrum experience
Self-motivated; excels with minimal guidance in a high-profile position
Live our Values
Culture Champion
• Models the Walmart values to foster our culture; holds oneself and others accountable; and supports Walmart’s commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.
Servant Leadership
• Acts as an altruistic servant leader and is consistently humble, self-aware, honest, and transparent.
Embrace Change
Curiosity & Courage
• Demonstrates curiosity and a growth mindset; fosters an environment that supports learning, innovation, and intelligent risk-taking; and exhibits resilience in the face of setbacks.
Digital Transformation & Change
• Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working.
Deliver for the Customer
Customer Focus
• Delivers expected business results while putting the customer 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, customer insights, and different parts of the business when making plans and shaping the team’s strategy.
Focus on our Associates
Diversity, Equity & Inclusion
• Identifies, attracts, and retains diverse and inclusive team members; builds a high-performing team; embraces diversity in all its forms; and actively supports diversity goal programs.
Collaboration & Influence
• Builds strong and trusting relationships with team members and business partners; works collaboratively and cross-functionally to achieve objectives; and communicates with energy and positivity to motivate, influence, and inspire commitment and action.
Talent Management
• Creates a discipline and focus around developing talent, promotes an environment allowing everyone to bring their best selves to work, empowers associates and partners to act in the best interest of the customer and company, and regularly recognizes others’ contributions and accomplishments.
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 $119,000.00-$221,000.00
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 Administration, Engineering, Operations , or related field and 4 years’ experience in operations, project management, or related area OR 6 years’ experience in operations, project management, or related area. 2 years’ supervisory experience.
Preferred Qualifications…
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Leadership of cross-functional task forces or projects
Masters, Masters: 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.
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