Manager, Process Improvement (Ops readiness/ Change Management)

Job Description

About the Marketplace Shared Services Team :

We help our Marketplace partners by providing a dynamic approach to meeting their needs. This emerging team is continually implementing new processes and growing rapidly.

We are enthusiastic about delivering for our customers and are a fun, hardworking, and innovative team looking for more associates to join the group.

About this role

We are looking for a proactive and strategic Change Management and Operational Readiness Specialist to join our customer support team in an e-commerce marketplace environment.

This role is crucial in ensuring that our customer support operations are fully prepared and equipped to handle changes effectively.

You will drive change initiatives, develop readiness plans, and collaborate with various teams to ensure seamless transitions and continuous improvement in our customer support processes.

You’ll make an impact by :

Change Management :

• Develop and implement change management strategies and plans to support customer support initiatives and projects.
• Conduct impact analyses, assess change readiness, and identify key stakeholders.
• Create and deliver communication plans to ensure stakeholders are informed and engaged throughout the change process.
• Develop training programs and materials to support change initiatives.

Operational Readiness :

• Ensure the customer support team is prepared for new product launches, process changes, and system implementations.
• Develop and execute operational readiness plans, including risk assessments, contingency planning, and go-live support.
• Coordinate with cross-functional teams to align operational readiness activities with project timelines.
• Monitor and report on the readiness status and identify areas for improvement.

Collaboration & Communication :

• Work closely with customer support leadership, product managers, IT, and other stakeholders to ensure alignment on change initiatives.
• Facilitate workshops, meetings, and training sessions to support change and operational readiness efforts.
• Communicate effectively with stakeholders at all levels to ensure clear understanding and alignment on objectives and outcomes.

Performance Measurement :

• Develop and track key performance indicators (KPIs) to measure the effectiveness of change management and operational readiness activities.
• Conduct post-implementation reviews to assess the success of change initiatives and identify lessons learned.
• Provide regular updates and reports to senior management on the status and outcomes of change and readiness efforts.

Qualifications

Minimum Qualifications :

• Project management experience - doesn’t have to be PMP certified, but clear project management in their history and at least 2-3 years of it
• Very good at communicating through multiple Written, presentations, verbal and comfortable with talking to Senior Leaders

Preferred Qualifications :

• Certification in change management (e.g., Prosci, ACMP) is preferred.
• Project management certification (e.g., PMP, PRINCE2) is a plus.
• Excellent communication, facilitation, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in project management and change management tools.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with strong organizational and time management skills.

Additional Information

Benefits & Perks :

Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.

Equal Opportunity Employer

Walmart, Inc. is an Equal Opportunity Employer By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them.

That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions while being inclusive of all people.