Manager, Program Management (Support)
About The Position
Walmart Data Ventures is seeking an experienced Manager, Support Program Management to lead the evolution, maturity, and long-term roadmap of our customer support ecosystem. This role is central to transforming how customers and internal stakeholders engage with support by leveraging the ServiceNow Customer Service Management (CSM) module as the foundational platform. This is a highly strategic role that goes beyond delivery. You will be expected to deeply understand what is possible—and not possible—within the ServiceNow CSM ecosystem, guide platform-informed decision making, and translate business and product needs into a scalable, durable support roadmap. You will serve as the connective tissue between product, engineering, support operations, and business teams, ensuring the support ecosystem evolves in lockstep with Walmart Data Ventures’ product strategy. Following initial deployment, you will own the ongoing program management of the support ecosystem, including roadmap planning, enhancement prioritization, platform governance, and continuous improvement to meet changing product capabilities and customer needs.
Requirements
- Bachelor's degree in Business or related field and 2 years of experience in project management, compliance, operations management, or related area OR 4 years of experience in project management, compliance, support operations management, or related area.
- Demonstrated experience managing complex, cross-functional programs.
- Have hands-on experience developing, deploying, and operating customer support ecosystems in ServiceNow CSM, with a strong understanding of platform capabilities and limitations.
- Are comfortable translating between business needs and technical platform realities.
- Have led or supported roadmap planning for complex platforms or ecosystems.
- Have implemented or operated Knowledge-Centered Support (KCS) in prior roles.
- Thrive in environments requiring ownership, autonomy, and influence without authority.
- Excel at balancing multiple workstreams while maintaining clarity, momentum, and team morale.
- Build strong, trust-based relationships with internal and external partners.
Nice To Haves
- Experience in product operations, release management, product strategy, process improvement, merchandising, vendor relations, data analytics, or tech start-ups.
- Experience using and integrating project and support tools such as ServiceNow, Jira, and Airtable.
- Experience operating in platform-driven or ecosystem-based environments.
- Leading a cross-functional team, Retail Link, Working with profit and loss responsibilities.
Responsibilities
- Act as the program owner for the ServiceNow CSM support ecosystem, with a strong working knowledge of CSM capabilities, constraints, and integration patterns.
- Partner closely with platform engineering, consultants, and technical teams to design, deploy, and evolve a modern, scalable support infrastructure grounded in ServiceNow best practices.
- Ensure platform decisions are informed by a clear understanding of out-of-the-box vs. customized functionality, technical debt tradeoffs, and long-term maintainability.
- Define and maintain a multi-horizon roadmap for the support ecosystem, including: Where the ServiceNow ecosystem has been, What is planned next (near- and mid-term enhancements), Where the platform is headed long term to support future Data Ventures products and customers.
- Align roadmap priorities with product releases, customer experience goals, and enterprise platform strategies.
- Lead quarterly intake, prioritization, and planning cycles for ecosystem enhancements and requirements.
- Develop and execute detailed program plans, schedules, and delivery frameworks using modern project and program management tools (e.g., Jira, Airtable).
- Identify and manage critical path activities, cross-functional dependencies, and delivery risks.
- Track and analyze program metrics to drive accountability, transparency, and predictable outcomes.
- Proactively escalate risks and issues, ensuring timely mitigation and stakeholder alignment.
- Drive support process design and optimization, including case management, knowledge management, and escalation workflows.
- Champion and help operationalize Knowledge-Centered Support (KCS) methodologies within the ServiceNow environment.
- Lead change management efforts to ensure successful adoption of new tools, processes, and ways of working across teams.
- Ensure support data, workflows, and knowledge assets are accurate, reliable, and usable for operational and strategic decision making.
- Develop executive-ready reporting and narratives that communicate ecosystem health, progress against roadmap, and value delivered.
- Provide clear perspectives on tradeoffs, constraints, and opportunities within the ServiceNow ecosystem.
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
- Short-term disability
- Long-term disability
- Company discounts
- Military Leave Pay
- Adoption and surrogacy expense reimbursement
- 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
Manager
