(USA) Principal, Technology Operations

Walmart•Bentonville, AR

4d•Onsite

About The Position

The (USA) Principal, Technology Operations leads the strategic planning and execution of large-scale technology programs, ensuring alignment with business objectives and operational priorities. This role oversees budgeting, risk management, and performance monitoring to optimize resource allocation and program delivery. By leveraging expertise in program and financial management, technology strategy, and stakeholder engagement, the Principal drives cross-functional collaboration and delivers measurable value. The position requires strong leadership in guiding teams, influencing decision-making, and fostering continuous improvement to support organizational success and innovation within a complex technology landscape. About the team: The Voice of the Advocate – Systems team manages the business technology experience across agent-facing tools, platforms, vendors, and AI capabilities within CES. This team bridges business needs with technology execution, ensuring a unified ecosystem that scales across business lines and delivers measurable outcomes. Collaborating with Operations, Product, Engineering, Analytics, and business teams, they simplify the technology landscape, enhance performance, and enable scalable technology and AI solutions. The team emphasizes strong program, financial, and stakeholder management to drive effective business operations and technology strategies aligned with organizational goals.

Requirements

7+ years of experience leading complex technology, operations, product, or business transformation.
Experience defining requirements and driving capabilities across multiple systems or platforms.
Ability to lead complex initiatives across Business, Product, and Engineering.
Experience using performance data and operational outcomes to evaluate technology effectiveness.
Strong executive communication, problem-solving, and decision-making skills.
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 5 years’ experience in project management, program management, program operations, or related area.
7 years’ experience in project management, program management, program operations, or related area.

Nice To Haves

Experience with CRM, contact center technology, agent-facing systems, workflow orchestration, or AI preferred.
Experience with technology portfolios, vendors, modernization, standardization, or consolidation preferred.
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 4 years' experience in project management, program management, program operations, or related area.
Background in 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

Own the business technology experience across multiple CES technology categories, platforms, vendors, and AI capabilities.
Define enterprise requirements, priorities, and acceptance criteria.
Lead capability placement, rationalization, standardization, and consolidation decisions.
Own interoperability and resolve issues spanning systems and technology domains.
Establish scalable technology patterns across lines of business.
Define how AI capabilities and agents operate across the ecosystem.
Influence Product and Engineering roadmaps through business requirements and outcomes.
Drive improvements in AHT, RCR, associate experience, customer outcomes, and cost to serve.

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
PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
Walmart-paid education benefit program (Live Better U) for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.