Senior Manager, Business Strategy Omni Fulfillme...

Senior Manager - Business Strategy - Omni Fulfillment Experience - eCommerce

This is a full-time role based in Bentonville, Arkansas, in-office 5 days per week. About the Role We are looking for a customer-obsessed leader who thrives in ambiguity and change and has a passion for data-based analysis. You will lead initiatives focused on customer experience and self-service, minimizing customer effort when required and enabling an empowering experience for our customer. You will own roadmaps and collaborate with Product and Technology teams to deliver best-in-class solutions for a frictionless and consistent experience. The work you lead will touch millions of customers across our online and stores experiences. You will be an advocate for the customer experience and defect elimination. You will use research to understand customer needs and pain points. You will build strategic roadmaps and use your ability to work across business owners, product management, UX and engineering teams to improve our products and promote a customer- and defect-obsessed mindset. Finally, you will tie it all together by diving into analytics to measure performance and apply insights back into the business and products.

What You Will Do

• Project Identification and Prioritization : Identify and address improvement opportunities, demonstrating adaptability and promoting continuous improvement; conduct competitive assessments, develop business cases, and set objectives and KPIs for the customer experience
• Benefit Quantification : Create the case for change through analysis of financial and operational metrics, customer data, and competitive benchmarking
• Roadmap Ownership : Develop roadmaps to deliver self-service capabilities across the order life cycle in areas such as order tracking; visibility, returns; exchanges, or canceling; editing orders
• Collaboration : Define and lead requirements with key partners (product management, design, and engineering), championing experience improvements, sharing best practices and promoting standardization across the customer experience
• Results and Accountability : Define business objectives and measure progress in achieving results; demonstrate strong commitment towards goals and driving complex projects focused on reducing customer contacts, improving cost, quality, customer experience, and delivering bottom line savings

Required Experience

Preferred Qualifications

Primary Location

2501 Se J St, Ste A, Bentonville, AR 72716-3724, United States of America