Manager, Operations

Walmart • Hoboken, NJ

22h

About The Position

What you'll do... Position: Manager, Operations Job Location: 221 River Street, Hoboken, NJ 07030 Duties: Performs in-depth ongoing analysis of partner operations to track performance, identify inefficiencies and inform product and tools roadmap. Determines areas of improvement for partner operations and related tools and systems. Identifies and analyzes trends to identify root cause of medium to high complexity issues. Develops recommendations for solutions and proposes implementation plans for proposed solutions. Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales. Provides second-level and/or executive escalation support by collaborating with both internal and external partners to identify issue root causes, determine solutions and ensure issue resolution for medium to high complexity issues. Regularly coordinates with cross functional teams to ensure issue resolution. Tracks and manages tickets to ensure timely and agreed upon resolutions; promptly escalates unresolved tickets. Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities. Collaborates with cross-functional teams across the organization to investigate and recommend solutions to partner questions and issues. Coaches less experienced team members and provides feedback to enhance skills, knowledge and work performance. Mentors less experienced specialists. This position does not supervise other employees.

Requirements

• Master’s degree or equivalent in Business Administration, Engineering (any), Operations, Engineering Management, or related field; OR Bachelor’s degree or equivalent in Business Administration, Engineering (any), Operations, Engineering Management, or related field and 2 years of experience in operations, project management, or related area.
• Experience with data extraction, manipulation, and preparation using SQL for relational databases on the Google cloud platform.
• Experience with data visualization through programming in Tableau, Looker, Snowflake, Mode Analytics, Excel, and Power BI.
• Experience analyzing and streamlining operational processes to maximize efficiency and cost through the use of six sigma principles.
• Experience managing multiple technology/software and operational programs/projects simultaneously, including the management of resources and roadmap using Confluence, Asana, and JIRA Tickets.
• Experience identifying and managing potential risks to the business by developing process playbooks and product updates to reduce payment fraud on platforms.
• Experience ideating, developing, and launching support workflows (including AI/ML based customer support) to enable a seamless customer experience for ecommerce last mile delivery.
• Experience developing, planning, and implementing business strategies that align with the overall vision using various strategy and prioritization frameworks.
• Experience working with tech teams to create flags for bugs, triage those through ticketing systems via support agents and internal teams, and managing prioritization through business sizing of impact and track time to resolution.
• Experience creating playbooks and knowledge base articles for support agents and creating automations to resolve customer support issues using Salesforce.
• Experience creating an executive readout in the form of a business requirement document, highlighting the issue at hand, and proposing solution and potential impact to business to gain stakeholder buy in and leadership overview.
• Experience implementing various experimentation frameworks including A/B testing, Multivariate testing, and Bucket testing to validate ideas and develop ramp plans for launch features.
• Employer will accept any amount of experience with the required skills.

Responsibilities

• Performs in-depth ongoing analysis of partner operations to track performance, identify inefficiencies and inform product and tools roadmap.
• Determines areas of improvement for partner operations and related tools and systems.
• Identifies and analyzes trends to identify root cause of medium to high complexity issues.
• Develops recommendations for solutions and proposes implementation plans for proposed solutions.
• Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
• Provides second-level and/or executive escalation support by collaborating with both internal and external partners to identify issue root causes, determine solutions and ensure issue resolution for medium to high complexity issues.
• Regularly coordinates with cross functional teams to ensure issue resolution.
• Tracks and manages tickets to ensure timely and agreed upon resolutions; promptly escalates unresolved tickets.
• Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.
• Collaborates with cross-functional teams across the organization to investigate and recommend solutions to partner questions and issues.
• Coaches less experienced team members and provides feedback to enhance skills, knowledge and work performance.
• Mentors less experienced specialists.

Benefits

• At Walmart, we offer competitive pay as well as performance-based incentive 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, education assistance with 100% company paid college degrees, company discounts, military service pay, adoption expense reimbursement, and more.
• 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.
• For information about benefits and eligibility, see One.Walmart.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees