(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 excellence. This role oversees financial management, risk mitigation, and stakeholder engagement to drive successful delivery across multiple projects. By leveraging deep expertise in program management and technology strategies, the Principal influences decision-making and fosters innovative solutions that enhance organizational performance. The position requires strong leadership in coordinating cross-functional teams, optimizing resources, and continuously improving processes to achieve measurable business value and operational efficiency. 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. Their focus includes program management, financial oversight, stakeholder engagement, and driving technology strategies to support organizational goals effectively.

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.
OR 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.
Live Better U is a Walmart-paid education benefit program 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.