(USA) Staff, Technology Operations

Walmart•Bentonville, AR

4d•Onsite

About The Position

Own the business technology experience for a defined CES technology domain across agent-facing tools, platforms, vendors, and AI capabilities. Serve as the end-to-end business technology owner, translating operational needs into requirements, establishing business acceptance, and ensuring capabilities perform in production, are adopted, and deliver measurable associate, customer, and operational outcomes. The Voice of the Advocate – Systems team manages the business technology experience across agent-facing tools, platforms, vendors, and AI capabilities within CES. Acting as a bridge between business needs and technology execution, the team defines requirements, ensures business acceptance, and delivers measurable outcomes. Collaborating with Operations, Product, Engineering, Analytics, and business units, the team integrates systems into a unified technology ecosystem. They drive continuous improvement, reduce associate effort, and enable faster, consistent customer resolution, supporting effective program management, stakeholder engagement, financial oversight, and business operations.

Requirements

5+ years of experience supporting complex technology, operations, product, or business transformation.
Experience defining business requirements and partnering with Product and Engineering to deliver technology capabilities.
Experience owning or optimizing systems, platforms, or capabilities in production.
Ability to use operational data and business outcomes to identify and drive improvements.
Strong cross-functional 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 4 years’ experience in project management, program management, program operations, or related area.
6 years’ experience in project management, program management, program operations, or related area.

Nice To Haves

Experience with contact center technology, CRM, agent-facing systems, workflow orchestration, or AI-enabled experiences preferred.
Experience across integrated platforms, vendors, system modernization, or technology rationalization 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 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.
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 for an assigned CES technology domain.
Define business requirements and acceptance criteria for Product and Engineering.
Provide business acceptance and determine readiness for adoption and scale.
Own integration across tools, platforms, vendors, and adjacent technology domains.
Monitor production performance, reliability, adoption, and business impact.
Identify defects, friction, and optimization opportunities using data and associate feedback.
Implement and optimize AI-enabled capabilities with Product and Engineering.
Drive measurable improvements in AHT, RCR, TTP, associate effort, and customer outcomes.

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 leave
Jury duty leave
Voting leave
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.