Senior Manager, Business Strategy - Omni Fulfillment Experience, eCommerce

Wal-Mart•Bentonville, AR

53d•$90,000 - $180,000•Onsite

About The Position

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 improving the Walmart customer experience
Previous e Commerce or Retail experience; operations or customer experience roles a plus
Option 1: 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 4 years' experience in project management, program management, program operations, or related area.
Option 2: 6 years' experience in project management, program management, program operations, or related area.

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.
We value candidates with a 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. The ideal candidate would have 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

Project Identification and Prioritization: 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
Benefit Quantification: Create the case for change through analysis of financial and operational metrics, customer data, and competitive benchmarking
Roadmap Ownership: 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
Collaboration: 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
Results and Accountability: 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

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
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.

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