Staff, Technology Operations - Senior Business Strategy Manager, Omni Fulfillment Experience

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Position Summary

What you'll do...

About the Omni Fulfillment Experience Team

In this role, you will be an essential part of the Omni Fulfillment Experience business team, leading and delivering on post transaction fulfillment propositions that drive customer retention, revenue growth and profit for the eCommerce business.

You will be part of a team that is responsible for delivering a perfect order experience and customer satisfaction goals for the business.

You will collaborate and develop deep partnerships with multiple stakeholders across the business such as Product, Supply Chain, Store Operations, Customer Care, Finance, and others to identify opportunities, solve problems and develop new propositions that drive value for our customers.

This is a very high visibility role where we operate in a very dynamic and agile environment. You need to be very comfortable in working through ambiguity, define direction for your cross-functional teams and be ready to roll up your sleeves to execute.

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.

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'll 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, substitutions, 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

• 5+ years of experience in business or product operations & strategy, process improvement, or related fields.
• Strong oral and written communication skills - including the ability to develop and deliver complex messages in a simple, actionable way.
• Strong analytical skills - creative problem-solver that can leverage sources of information from disparate sources and deliver comprehensive, balanced, and actionable analysis.
• Proven ability to bridge data with business insights to drive relevant, actionable output.
• Team player who is a self-starter and able to thrive in a dynamic, results-oriented environment.
• Customer-centric & curious : passionate improving the Walmart customer experience.
• Previous eCommerce or Retail experience; operations or customer experience roles a plus.

Perks and Benefits

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.

The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

The full Job Description can be made available as part of the hiring process.

About Walmart Ecommerce

We are Walmart eCommerce - the team shaping the future of online shopping by defining the global online marketplace that influences millions of shoppers daily.

We bring a passion and expertise that is unmatched, and our efforts have an epic impact on the world around us, both inside and outside of work.

With colleagues across the nation, we strive to create a sense of belonging and embrace diversity in all forms, with no shortage of guidance and support for you as you grow and develop your career here.

Discover the impact you can make at careers.walmart.com.

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.

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.

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.

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

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.

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.

The annual salary range for this position is $90,000.00-$180,000.00.

Additional compensation includes annual or quarterly performance bonuses.

Additional compensation for certain positions may also include :

Stock

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, management information systems, industrial engineering, engineering management, business, information systems, project / program management, information technology, finance, management, or related area and 4 years' experience in project management, program management, program operations, or related area.

Option 2 : 6 years' experience in project management, program management, program operations, 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, management information systems, industrial engineering, engineering management, business, information systems, project / program management, information technology, finance, management, or related area and 3 years' experience in project management, program management, program operations, or related area.

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

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