(USA) Director, Technology Operations
About The Position
The Director, Tech Ops – Experience Excellence will lead how we identify, prioritize, and resolve the biggest sources of customer friction across Walmart’s digital experience. This role will bring together customer behavior, experience data, defects, feedback, and other signals to understand where customers are struggling and why. You’ll turn those insights into clear priorities, determine the right path to resolution, and work across Product, Engineering, Site Experience, and other teams to ensure the highest-impact issues get solved. This person needs to move from data to insight to action, and build the operating mechanisms that keep teams accountable for improving the customer experience. The Site Experience Strategy & Operations team enhances Walmart’s digital shopping by making it easier, more relevant, and enjoyable. Leveraging customer behavior and business data, the team identifies improvement areas and collaborates across Product, Engineering, Merchandising, Marketing, and Analytics to address them. Their work covers discovery, browse, search, navigation, product pages, site content, and personalization. The team develops effective strategies, operating processes, and automation to scale improvements across Walmart.com. Success is measured by customer outcomes and business results, including traffic, conversion, gross merchandise volume, and customer satisfaction.
Requirements
- Strong analytical and problem-solving skills, with the ability to turn complex data into clear actions.
- Experience using behavioral data, funnel analysis, customer feedback, or operational signals to identify customer problems.
- Strong understanding of how Product and Engineering teams manage defects, roadmaps, and technical priorities.
- Sound judgment in prioritizing issues and determining the right path to resolution.
- A track record of driving cross-functional work and holding teams accountable without direct authority.
- Clear communication and the ability to simplify complex issues for senior leaders.
- Comfort operating in ambiguity and creating structure where ownership or processes are unclear.
- 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 6 years’ experience in project management, program management, program operations, or related area.
- 8 years’ experience in project management, program management, program operations, or related area.
- 3 years’ supervisory experience.
Nice To Haves
- 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 5 years' experience in project management, program management, program operations, or related area.
- Creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly.
- 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.
Responsibilities
- Identify and connect data sources that signal customer friction across the digital shopping journey.
- Analyze customer behavior and experience data to uncover root causes and quantify impact.
- Prioritize the highest-impact issues and create a clear view of what needs to be solved first.
- Triage friction into defects, product/technology roadmap items, or strategic issues requiring leadership alignment.
- Partner across Product, Engineering, Analytics, Site Experience, and business teams to establish owners and resolution plans.
- Build mechanisms to track progress, remove blockers, and hold teams accountable for delivery.
- Measure whether implemented changes actually reduce friction and improve the customer experience.
Benefits
- Competitive pay
- Performance-based bonus awards
- Medical coverage
- Vision coverage
- Dental coverage
- 401(k)
- Stock purchase
- Company-paid life insurance
- PTO (including sick leave)
- Parental leave
- Family care leave
- Bereavement
- Jury duty
- Voting leave
- Short-term disability
- Long-term disability
- Company discounts
- Military Leave Pay
- Adoption expense reimbursement
- Surrogacy expense reimbursement
- PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes
- Live Better U (Walmart-paid education benefit program for full-time and part-time associates)
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What This Job Offers
Job Type
Full-time
Career Level
Director
