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The Staff, Technology Operations is a customer-obsessed leader responsible for driving initiatives that enhance customer experience and self-service capabilities across Walmart’s digital and store platforms. This exciting opportunity will lead high-impact projects focused on minimizing customer effort, enabling empowering experiences, and improving operational efficiency. The role will work primarily with cross-functional teams including Product Management, UX, Engineering, and Business Operations to deliver data-driven solutions that reduce friction for millions of customers.
Job Responsibility:
Identifying and Prioritizing Projects: 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.
Requirements:
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 5 years’ experience in project management, program management, program operations, or related area.
Option 2: 7 years’ experience in project management, program management, program operations, or related area.
2 years’ supervisory experience.
Nice to have:
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 4 years' experience in project management, program management, program operations, or related area.
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.