Position Summary...
This role leads in the execution of the Spark Driver strategy to improve the independent contractor driver experience on the Spark Driver platform. Their responsibilities include both the strategy and management of driver support, driver communications, and overall driver experience in all areas of the Spark Driver platform. They work cross-functionally across the business with teams in Canada and the United States.
What you'll do...
Marketing Strategy
- Lead the execution of the Spark Driver marketing strategy to grow the independent contractor driver pool on the Spark Driver app. Implementation of the strategy includes developing new resources, content, and processes (including integration of new marketing channels) throughout the shopper and driver conversion funnel. Example activities include developing regional driver recruitment strategies( taking into account advertising content and channel effectiveness, acquisition cost, engagement/communications, referrals), replacing and updating the Spark Driver website, developing additional knowledge channels for drivers (e.g. informative videos), and working with Corporate Affairs on PR.
Shopper & Driver Support Strategy
- Owns Shopper and Driver Support for the Spark Driver platform, partnering with the Customer Care team on management and performance of call center vendors who provide Shopper and Driver Support services. This responsibility includes long-term headcount planning of Tier 1 and Tier 2 agents, developing educational resources and programs to improve performance, measuring performance, and maintaining regular engagement with vendor leadership to monitor their execution of the program. It also includes identifying new opportunities for support and leading the implementation of these new areas (e.g. chat support). Leads the effort to create bilingual (English/French) support service for shoppers and drivers.
Driver Communications
- Leads the development and execution of the Spark Driver communications strategy to inform and engage the independent contractor driver pool on the Spark Driver app. Implementation of the strategy includes a comprehensive strategy that increases shopper/driver engagement, targets different shopper/driver demographic groups (e.g. new vs. existing, higher vs. low activity, etc.), developing new resources, content, and processes through different communication channels (e.g. email, website, SMS, in-app notifications) in both English and French.
Communications Technology
- Supports the implementation of new communications tools and channels (i.e., Braze), focusing on requirements gathering, testing, and setting up new features and processes. Works cross-functionally with Technology teams (Product Managers and Engineers) and other Marketing professionals in Canada and the US.
Driver Experience Insights
- Develops and owns the “voice of the driver” (i.e. driver feedback) pillar of the Spark Driver program. Responsibilities include researching, developing, and implementing driver feedback channels, as well as collating feedback data across several sources and analyzing this data for insights and improvement opportunities. Driver feedback channels could include (but are not limited to): Driver Support contacts, surveys, app reviews, appeals and other emails from drivers, in-app feedback, and in-person research.
Driver Experience Improvements
- Identifies improvement opportunities for driver experience, develops requirements, and works closely with stakeholders to ensure successful launch. This responsibility includes managing the KTLO technology backlog for driver experience initiatives as well as for other workstreams for the entire Spark Driver platform. As part of this effort, works closely with International Technology, Market Product, and business stakeholders to ensure the technology backlog is prioritized and addressed effectively and efficiently.
Driver Experience Subject Matter Expertise and Support
- Support new products within the Spark Driver platform, such as the Shopper model, Delivery from Store initiative, and French launch. Lead the implementation of a benefits program to incentivize and engage shoppers/drivers. Advocate for driver experience and evaluate the tradeoff between driver experience vs. operational efficiency for all new products.
Leadership Reporting
- Reports on the business to senior leadership, measuring the program against OKRs and identifying lead/lag metrics. Calls out blockers and develops comprehensive solutions to course correct.
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Age – 16 or older
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Walmart will accommodate the disability-related needs of applicants and associates as required by law.
Primary Location…
1940 Argenita Rd, Mississauga, ON L5N 1P9, Canada
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