Position Summary...

What you'll do...

What you'll do

Customer Care plays a key role in shaping the future of our customer experience for Walmart.com, Walmart Stores, Sam’s Club, and other affiliated ecommerce brands and internal businesses by recommending and championing products, processes and solutions to improve Customer Care systems with a focus on Walmart’s Omnichannel Intelligent Routing Contact Center.

As a Senior member of the Customer Care Product organization, you will help define the strategy, priorities and roadmap of support systems functionality for Customer Service Technology Solutions.

This is a unique opportunity to be part of a “once in a decade” journey as we are transforming customer service and its underlaying technology at Walmart from ground up to enable true omni channel customer care. Walmart receives millions of contacts from our Customers, Vendors, Suppliers, and Associates through voice and messaging channels. You get to be the creative problem solver for the Products that power this capability, handle volume at a scale only known to the largest retailer, and provide innovative features that care for our Customers.

This is an opportunity for a unique individual with a combination of product sensibility, technical expertise and the ability to build cross-functional partnerships to make a significant difference. This role will be reporting directly into the Director of Customer Care Product.

Responsibilities:

• Define and execute the multi-year omni-channel strategy roadmap and vision, supporting Walmart’s current needs and deciding what Walmart should invest in to position itself for the future.
• Drive the product discovery process for large complex, and/or ambiguous projects.
• Be the subject matter expert on Omnichannel Contact Center Product & Technology. 
• Evangelize Walmart’s Omnichannel Contact Center across the organization, drive integration with customers and partners and ensure desired positive impact is achieved
• Build products with superior user experience, understand how customers interact with the experience & iterate on it. This work may include: Requirements writing, feature prioritization, user acceptance testing & feedback, and rollout.
• Ensure analytical methods, tools and resources are in place to identify areas of opportunity for our customer care, including cost savings, contact reduction and customer satisfaction.
• Identify the drivers of critical metrics and KPIs and provide business recommendations accordingly
• Facilitate communication and planning between your 4 In the Box: Customer Care Operations team, CX Product, Design and Engineering. Ability to lead Customer Care Product direction with these audiences with confidence and authority.
• Build strong relationships with stakeholders and end users of our Products. Drive consensus and deliver in a matrixed organization with multiple stakeholders.
• You have strong project management skills that will enable to juggle multiple projects and long lists of requirements at the same time.
• Promote and support company policies, procedures, mission, values, and standards of ethics and integrity
  
   

We are building a high-performance team and looking for others who will challenge us to become even better.

Come join an organization where you’ll have the opportunity to contribute significant impact by solving problems at a scale only available to the largest retailer in the world. At Walmart, the products you create are only bound by the scope of your imagination.


 

Minimum Qualifications

• 5+ years of relevant work experience in product management, ideally in a in Customer Service related technology role, owning and driving end-to-end product requirements across multiple technology teams.
• Strong understanding of the Customer Service Product domain.
• Ability to lead, drive consensus and deliver in a matrix organization with multiple stakeholders. You are an expert in building partnerships.
• A high degree of comfort with ambiguity - you are able to quickly develop hypotheses with limited information, test, measure and iterate
• Self-motivated and willing to handle competing priorities in a fast-paced environment
• Strong project management skills.
• Metrics driven, can draw insights from large data sets to iterate over product quickly.
• Ability to prioritize well, communicate clearly and understand how to drive a high level of focus and excellence with a strong, talented, opinionated team.
• Experience delivering technology products/services in a high growth environment with a demonstrated ability to translate customer needs into business and product requirements.
• Bachelor’s degree in Computer Science, Business Administration, Information Systems, or related field and 5+ years experience in product management, business systems analysis, business consulting, or related field.
• Some travel may be required.
  
   

Preferred Qualifications

• MBA or Technical master’s degree

Domain knowledge and Experience in Contact Center’s

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.

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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.

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For information about PTO, see https://one.walmart.com/notices.

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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.

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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.

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For information about benefits and eligibility, see One.Walmart.

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The annual salary range for this position is $110,000.00-$220,000.00

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Additional compensation includes annual or quarterly performance bonuses.

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Additional compensation for certain positions may also include:

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- Stock

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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.

Option 1: Bachelor’s degree in computer science, engineering, or related area and 7 years’ experience in product management. Option 2: 9 years’ experience in product management 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 Computer Science, Engineering, Business Administration, or related area and 6 years’ experience as a product manager, ideally working on consumer-facing, large-scale, highly complex B2B/C products, 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.

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of America