Manager, Service Excellence - Operations
About The Position
The Manager, Service Excellence leads initiatives to enhance service delivery and stakeholder satisfaction by applying strategic business insights and continuous improvement methodologies. This role involves managing service processes, coordinating cross-functional projects, and leveraging data analysis to drive operational efficiency. The manager collaborates with key stakeholders to identify challenges, recommend solutions, and implement improvements that align with organizational goals. With a focus on quality and productivity, this position supports the advancement of service standards while fostering a culture of accountability and innovation within the team. The Spark Earnings Excellence (SEE) Team ensures precise calculation, disbursement, and reporting of independent contractor earnings with a focus on compliance and data integrity. The team drives continuous improvement and operational rigor across complex processes, impacting company performance and the global contractor experience. SEE collaborates closely with stakeholders to maintain strategic alignment and enhance service delivery. Emphasizing leadership and cross-functional collaboration, the team implements effective solutions, upholds high standards, and supports ongoing process enhancements that contribute to organizational success and operational excellence.
Requirements
- Proven experience in stakeholder management and effective communication to coordinate service issues and enhance stakeholder satisfaction.
- Strong knowledge of continuous improvement methodologies such as Kaizen and Six Sigma to identify and implement process enhancements.
- Demonstrated project management skills, including tracking, reporting, and change management to support business initiatives.
- Ability to analyze data and business requirements to develop actionable solutions aligned with organizational strategy.
- Expertise in vendor and contract management, ensuring compliance and risk mitigation.
- Capability to develop and deliver training programs that support business goals and associate development.
- Bachelor's degree in business, finance, information technology, retail, human resources, or related area and 1 year's experience in business, finance, information technology, retail, human resources, or related area.
- 3 years’ experience in business, finance, information technology, or related area.
Nice To Haves
- Experience leading cross-functional teams.
- Experience using intermediate Microsoft Office functionality (for example, Word, Excel, PowerPoint).
- Master's degree in business, finance, information technology, retail, human resources, strategy, or related area.
Responsibilities
- Lead initiatives to enhance service delivery and stakeholder satisfaction through effective issue coordination and resolution.
- Analyze key performance metrics and scorecards to monitor service quality and operational efficiency.
- Collaborate with cross-functional teams to identify and implement continuous improvement opportunities.
- Translate business requirements into actionable projects aligned with organizational strategy.
- Manage project timelines, track progress, and escalate critical issues to ensure successful outcomes.
- Develop and maintain strong relationships with stakeholders to support business needs and service excellence.
- Utilize data analysis to inform decision-making and recommend process enhancements.
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 and surrogacy expense reimbursement
- 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
Mid Level
