Senior Manager, Business Strategy Omni Fulfillment Experience

Walmart • Bentonville, AR

245d • $90,000 - $180,000

About The Position

This is a full-time role based in Bentonville, Arkansas, in-office 5 days per week. We are looking for a customer-obsessed leader who thrives in ambiguity and change and has a passion for data-based analysis. You will lead initiatives focused on customer experience and self-service, minimizing customer effort when required and enabling an empowering experience for our customer. You will own roadmaps and collaborate with Product and Technology teams to deliver best-in-class solutions for a frictionless and consistent experience. The work you lead will touch millions of customers across our online and stores experiences. You will be an advocate for the customer experience and defect elimination. You will use research to understand customer needs and pain points. You will build strategic roadmaps and use your ability to work across business owners, product management, UX and engineering teams to improve our products and promote a customer- and defect-obsessed mindset. Finally, you will tie it all together by diving into analytics to measure performance and apply insights back into the business and products.

Requirements

• 5 years of experience in business or product operations & strategy, process improvement, or related fields.
• Strong oral and written communication skills - including the ability to develop and deliver complex messages in a simple, actionable way.
• Strong analytical skills - creative problem-solver that can leverage sources of information from disparate sources and deliver comprehensive, balanced, and actionable analysis.
• Proven ability to bridge data with business insights to drive relevant, actionable output.
• Team player who is a self-starter and able to thrive in a dynamic, results-oriented environment.
• Customer-centric & curious: passionate about improving the Walmart customer experience.
• Previous eCommerce or Retail experience; operations or customer experience roles a plus.

Nice To Haves

• 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 3 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.

Responsibilities

• Identify and address improvement opportunities, demonstrating adaptability and promoting continuous improvement.
• Conduct competitive assessments, develop business cases, and set objectives and KPIs for the customer experience.
• Create the case for change through analysis of financial and operational metrics, customer data, and competitive benchmarking.
• Develop roadmaps to deliver self-service capabilities across the order life cycle in areas such as order tracking & visibility, returns & exchanges, or canceling & editing orders.
• Define and lead requirements with key partners (product management, design, and engineering), championing experience improvements, sharing best practices and promoting standardization across the customer experience.
• Define business objectives and measure progress in achieving results; demonstrate strong commitment towards goals and driving complex projects focused on reducing customer contacts, improving cost, quality, customer experience, and delivering bottom line savings.

Benefits

• 401(k) match
• Stock purchase plan
• Paid maternity and parental leave
• PTO
• Multiple health plans
• Performance-based bonus awards
• Medical, vision and dental coverage
• Company-paid life insurance
• Short-term and long-term disability
• Company discounts
• Military Leave Pay
• Adoption and surrogacy expense reimbursement
• Live Better U education benefit program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: General Merchandise Retailers
• Education Level: Bachelor's degree