Operations Lead, Walmart, Inc.

Brain Corp • San Diego, CA

9d • $135,593 - $175,473 • Onsite

About The Position

The Operations Lead, Walmart Inc. serves as the ultimate owner of the Brain Corp Operations across Walmart US, Sam’s Club US, and International markets. Positioned as the strategic bridge between the Customer Success team and the broader Operations organization, this role ensures that our most significant global partnership scales with precision. This is a position that combines high-level administrative orchestration with a process mindset to perpetually refine and proactively improve our support models.
In this capacity, the Operations Lead, harmonizes internal efforts across technical support, supply chain, product safety and security (Trust), product performance, and pilot operations to deliver a frictionless experience for Walmart Inc. While primarily internal-facing, the role serves as a key operational ambassador during direct client engagements, translating complex technical data into executive-level insights to drive continuous optimization to support the client.

Requirements

• Bachelor’s degree in Business, Business Analytics, Engineering, Supply Chain, Computer Science, or a related field.
• 5+ years of experience in operations, analytics, business intelligence, or a related field, with at least 2 years in a leadership role.
• Ability to quickly master the unique complexities of an autonomous technology offering, including how software, physical hardware, edge computing, and cloud infrastructure interact.
• A demonstrated sense of end-to-end operational ownership in high-touch, customer-facing environments.
• Mastery of written and verbal communication, with a unique ability to influence stakeholders and simplify complex topics.
• Experience with Salesforce or similar customer relationship management software.
• Excellent leadership, communication, and cross-functional stakeholder influence.
• Ability to thrive in a fast-paced environment and manage multiple customer initiatives simultaneously.
• Proven capability to rally diverse teams around shared objectives, resolving operational friction and driving consensus to solve complex problems efficiently.
• Proactive, detail oriented, and strong active listening skills.
• Exceptional problem-solving, strategic, and analytical skills combined with excellent business acumen to drive customer success.
• A sense of urgency to resolve customer escalations quickly and efficiently.
• Strong leadership skills, agile to adjust to other people’s needs and achieve impact and influence through others.

Nice To Haves

• Experience working with Walmart or other large enterprise customers
• Expertise in data analysis and/or leveraging GenAI for customer analytics

Responsibilities

• Serve as the primary point of contact for Operations for all aspects of the Walmart Inc engagement, encompassing Walmart US, Sam’s Club US, and International markets across all banners and geographies.
• Clearly communicate information and insights related to support tickets, client escalations, commercial/technical KPIs, product availability, deployments, software, pilots, and operational initiatives. Ensure all stakeholders have a clear understanding of the overall state of the Walmart business via proactive communication and visual reporting tools.
• Monitor operational customer inquiries and ticket processing for Walmart, Inc. Identify and communicate trends, root causes, and response/service times. Partner with internal support teams to analyze root causes, optimize operational efficiency, and implement process improvements that minimize service times and eliminate the top drivers of customer tickets.
• Act as the primary point managing commercial escalations for operational issues. Maintain effective internal and external communications to keep stakeholders informed throughout the escalation process, and.maintain a rigorous log of all occurrences. Communicate and advocate for change cross-functionally to mitigate future escalations.
• Ensure we have an effective suite of reporting tools to provide a clear view of operational performance related to Walmart Inc. partnering with cross-functional teams to prioritize and build reporting where none exists. Monitor business KPIs related to autonomous utilization, route completion, assist reduction, and client requested SLAs. Monitor technical KPIs to ensure proper data capture and flow (images and RFID), hardware functionality and end-to-end data transmission.
• Proactively partner with Go-To-Market (GTM), Engineering, and Supply Chain teams to synchronize robot demand projections with available supply, strategically accounting for long-lead time components to prevent bottlenecks.
• Partner with cross-functional teams to define and maintain executable deployment plans that adapt to varying levels of product control and accountability; streamline onboarding processes to ensure flawless service delivery and an optimal customer kickoff.
• Collaborate with internal technical teams to monitor the fleet software versions and performance through comprehensive summary reporting.
• Directly participate in weekly, monthly, and quarterly client meetings as requested by Walmart to communicate Operational KPIs and updates, serving as the voice of authority on all matters related to Walmart Inc Operations.

Benefits

• A discretionary annual target bonus
• Stock options
• 401(k) plan with match (no waiting period and immediate vesting)
• Comprehensive suite of insurance benefits for employees (and their families) to include a variety of medical plan options (including an HSA with employer contribution), dental, vision, life and disability insurance, Employee Assistance Program (EAP), Legal/Identity support plans, pet insurance.
• Access to Flexible Spending Accounts (Medical and Dependent Care)
• Generous paid time off including flexible vacation, Paid Sick Leave, time off for volunteering in the community, 10 paid company holidays, and a winter company shutdown

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level