Position Summary...

What you'll do...

Want to use your creativity, critical thinking, and customer obsession to influence the future of eCommerce? The Senior Manager, Operations– Customer Experience will own the vision, strategy, and execution for how delivery can be a lever to win retail. 

This leader will develop a deep understanding of our gig delivery app and how backend platform capabilities can create frontend, frictionless and engaging, shopping and delivery experiences. They will develop an equally deep understanding of the Walmart customers that they are building for and lead initiatives that drive customer engagement, improve retention rates, and strengthen customer loyalty.  They will develop and drive key strategic initiatives, shape the product and tooling roadmap, manage key cross-functional partnerships, and focus on optimization and continuous improvement of the operation to scale and accelerate Walmart as the top wallet destination among U.S. households.

This role requires a blend of strategic thinking, hands-on execution, and cross-functional collaboration to build lasting relationships with our customers and maximize lifetime value.

You'll sweep us off our feet if...

• You understand the gig industry landscape and the connection between Retail eCommerce and the Last Mile Delivery network.
• You're a visionary...constantly looking for ways to set us apart from the competition, spotting new and innovative technology that can make shopping experience easy, convenient, and fun.
• You're a strategic problem-solver...breaking down complex and ambiguous issues, formulating and testing hypotheses, developing, and communicating recommendations.
• You're an inspiring communicator...leading broad strategic initiatives isn't easy, but you educate and motivate others to move forward through effective structured communication and storytelling.
• You build trust quickly and lead by influence...creating sustainable business impact through cross-functional partnership, as well as end-to-end ownership.
• You are data driven and leverage insights...to make informed and impactful decisions and know how to articulate to influencing business strategy, gain stakeholder buy-in and drive action.
• You believe in “one team, one dream” and prioritize the collective success of the team and are quick to jump in, help, mentor, and coach your fellow team members.

You'll Make an Impact By:

• Leading the development and execution of comprehensive retention strategies aimed at improving customer satisfaction and reducing churn across various customer segments.
• Using customer data and insights to inform strategies, track KPIs, and measure the success of retention and loyalty efforts. Regularly report on program performance, identifying opportunities for improvement.
• Developing sophisticated segmentation strategies to deliver personalized communications and experiences that resonate with different customer groups.
• Analyzing and optimizing the customer journey, identifying key touchpoints and opportunities for engagement across the customer lifecycle.
• Representing Voice of Delivery Customer by understanding the unique customer needs to consistently deliver an outstanding shopping and delivery experience and unlock full potential of deepening Walmart's relationship with its customers.
• Executing go-to-market strategies for new capabilities and managing scaling efforts to go from MVP to best-in-class.
• Exhibiting both an entrepreneurial growth mindset balanced with a continuous improvement mindset by designing operational frameworks and critical customer feedback mechanisms to consistently raise the bar for customers.
• Agility to successfully navigate hyper-growth, and sometimes ambiguous environments, with multiple cross-functional stakeholders to drive best-in-class, coherent and consistent customer experiences across Walmart.
• Becoming an invaluable strategic partner to internal stakeholders representing the business by communicating top priorities, challenges and risks and articulating the ‘why’ behind it all to make forward-progress.

What You'll Need

• 3-5+ years of experience in consumer-focused business operations and strategy work
• Experience in retention, loyalty, customer experience, or related roles, with a proven track record of driving customer retention and engagement
• Self-starter with analytical skills, able to identify problems and/or opportunities for improvement, assesses viable solutions, and develops and executes complex projects and comprehensive action plans.
• Uses relevant business metrics, analyses, and reports to measure, monitor, and improve performance. Identifies and applies sound, fact-based criteria in setting priorities and making decisions that roll up to the broader company vision.
• Highly organized and self-motivated with distinctive problem-solving capabilities.
• Able to deal tactfully, respectfully, and effectively with a diverse array of individuals; develops and communicates logical, convincing reasons, including lessons learned, to build support for one's viewpoints and actions. Involves others in decisions and plans that affect them, when appropriate.
• Equally comfortable devising strategic initiatives and operationalizing tactical projects and willing to get hands dirty to make forward progress.
• Proven track record in building and scaling new capabilities and strategic initiatives.
• Demonstrates creativity and strength in the face of change, obstacles, or adversity, and agility adapting to competing demands and shifting priorities in a fast-paced environment.
• Continuous learning and growth mindset updating knowledge and skills to handle new complexities, challenges, and responsibilities.
• Expresses self-awareness and humility in accepting and learning from failures as well as showing empathy for others’ failures or opportunities.

Conveys a sense of urgency, genuine passion, and enthusiasm for the overall mission in ways that motivate others to complete responsibilities and achieve goals

This is a Bentonville, AR based role.

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 $90,000.00-$180,000.00

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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.

Minimum Qualifications: Bachelor’s degree in Business Administration, Engineering, Operations , or related field and 3 years’ experience in operations, project management, or related area OR 5 years’ experience in operations, project management, or related area. 1 year’s 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...

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