Posted:
9/26/2024, 2:55:54 AM
Location(s):
Bentonville, Arkansas, United States ⋅ Arkansas, United States
Experience Level(s):
Senior
Field(s):
Operations & Logistics
Position Summary...
What you'll do...
The Senior Director, Technology Operations - Care Support is responsible for advancing the transformation of CRM applications, overseeing content creation, managing Care intake, and spearheading process improvement initiatives within the organization. To achieve these objectives, this role requires close collaboration with product and technology leaders. Additionally, this leader will forge partnerships with other Customer Care organizations within Walmart to share best practices and align on strategic initiatives.
The position demands a unique blend of leadership, analytical acumen, and innovative thinking to enhance overall efficiency and elevate customer satisfaction. Success in this role will markedly reduce the effort required from both customers and associates to address and rectify customer experience issues.
Program Definition: Requires knowledge of: Program Management techniques, tools and frameworks; Benefits analysis; Program Planning tools and techniques. To understand business requirements and priorities in detail to define a program implementation strategy impacting the entire domain. Define goals, stage gates, critical delivery paths and key deliverables for large scale programs incorporating multiple programs across the domain. Prepare benefits realization plan for the programs.
Program Estimation: Requires knowledge of: Program Estimation tools and techniques; Risk Assessment and Mitigation tools and techniques. To distribute allocated budget for the program across multiple projects and ensure optimum resource allocation. Identify potential risks for successful completion of the programs. Design multiple response plans through scenario planning for the identified risks for multiple projects within the program. Define measures and milestones for tracking and review of program success.
Program Monitoring and Control: Requires knowledge of: Program Monitoring and Control tools and processes; Internal and External program Reporting and logging tools and processes. To define performance objectives and metrics for tracking completion status of programs across multiple products within a domain. Engage with the business to design a coherent view on program success metrics. Take proactive decisions in dealing with program risks related to forecasts, budgets and milestones.
Financial Management: Requires knowledge of: Financial Management tools and processes; Budgeting and internal and external program Communication tools and processes. To create, manage, monitor Program budget for multiple programs. Oversee delivery schedules and cost expenditure across programs in a domain and manage delays / slip ups with stakeholders. Project the ROI of future programs. Define measures and milestones for tracking financial performance of programs.
Influencing and Building Stakeholder Consensus: Requires knowledge of: Verbal/Non-verbal behaviors; Application and allocation of Business Communication styles/techniques in ambiguous and challenging situations; Communication channels/mediums; Interpersonal skills and universal relationship building with ability to connect seemingly unconnected parties; Influencing styles. To lead discussions with varying viewpoints confidently. Influence diverse audiences using customized communication and appropriate frameworks. Leverage fact-based data & analytics insights to build a cohesive narrative and present in a clear, concise and meaningful way. Demonstrate superior decision and coordination skills when faced with conflicting or ambiguous inputs. Become a trusted advisor to diverse stakeholders, influencing them to act on the product/technology matters. Provide respectful, effective, timely feedback and seek, internalize, and utilize received feedback.
Business Operations: Requires knowledge of: Organization KPIs; Assessment techniques. To design the organizations planning processes and decision-making channels. Explain advantages and risks of using business simulations for critical business decisions. Explain business issues and trends of own business unit as compared to other business units. Develop business cases for own function; reviews and critiques cases for other functions. Demonstrate a big picture understanding of the business, its interrelationships, and priorities. Display strong foundation of business fundamentals, measurement, and business finance.
Technology Landscape Awareness: Requires knowledge of: Understanding of technology strategy and its linkages to domain; Basic understanding of existing and upcoming systems, technologies and trends; Product technical information; Basic understanding of domain specific market standards; Basic understanding of methodologies and tools, processes, checkpoints. To participate in developing domain strategy with executive leaders. Evaluate and validate proposed business cases for projects and initiatives. Demonstrate expertise and functioning of multiple businesses and how it integrates in the global scenarios . Approve strategies, initiatives, and projects. Determine metrics and performance indicators. Contribute to strategic decision making regarding key initiatives. Develop new enterprise-wide processes and ways of working. Model industry best practices. Proactively engage in the external community to build Walmart's brand and influence industry practices. Influence and shape business vernacular.
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 $130,000.00-$260,000.00
Additional compensation includes annual or quarterly performance bonuses.
Additional compensation for certain positions may also include:
- Stock
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business,information systems, project/program management, information technology, finance, management, or related area and 7 years’ experience inproject management, program management, program operations, or related area.Option 2: 9 years’ experience in project management, program management, program operations, or related area.4 years’ supervisory experience.Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Master’s degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 6 years' experience in project management, program management, program operations, or related area., We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.Website: http://www.walmart.com/
Headquarter Location: Bentonville, Arkansas, United States
Employee Count: 10001+
Year Founded: 1962
IPO Status: Public
Last Funding Type: Post-IPO Debt
Industries: E-Commerce ⋅ Grocery ⋅ Retail ⋅ Retail Technology ⋅ Shopping