Position Summary...
Join Us in Transforming Customer Engagement Services at Walmart!
Are you ready to be part of an exciting transformation at Walmart? Our Customer Engagement Services team is at the forefront of delivering massive changes for our customers and the business. With ambitious goals, we are leveraging cutting-edge technology, innovating in AI, and data-driven insights to revolutionize customer experiences.
Beyond Operations: Driving Business Impact
Customer Service used to be just about solving problems. At Walmart, it's now a game-changer. We're driving business impact and giving leaders unparalleled customer insights through advanced tech and data analytics. These improvements will drive increased customer satisfaction, reduce defects, and lower costs, supporting Walmart's Every Day Low Cost (EDLC) vision. We are looking for a passionate leader to join us in this journey and help drive this forward. If you're excited about making a significant impact in a dynamic and innovative environment, we want to hear from you!
What you'll do...
Workflow Architecture & Execution
Design, build, and maintain scalable, cross-functional workflows that enable consistent execution and improved operational outcomes.
Define strategic deliverables, accountability structures, and success metrics across multiple business areas.
Lead and mentor managers and associates by assigning roles aligned to strengths, establishing performance expectations, and conducting regular evaluations to drive results.
Create an environment of collaboration and trust, fostering a team-based culture that encourages innovation, continuous improvement, and high performance.
Process Improvement & Defect Reduction
Champion a proactive approach to process optimization by identifying root causes, analyzing defects, and deploying sustainable solutions that scale.
Use data, predictive analytics, and scenario modeling to uncover hidden inefficiencies and drive forward-thinking improvements.
Promote a culture of learning and excellence by providing coaching, recognizing achievements, and ensuring diversity awareness across teams involved in process initiatives.
Develop leaders within the organization by mentoring team members in data-informed decision-making and operational excellence.
Knowledge-Based Management & AI-First Ecosystem
Lead the development of an AI-first, centralized knowledge ecosystem that improves decision-making, empowers associates, and enhances the customer experience.
Implement intelligent systems to surface @contextual information across IVR, chat, CRM, and other support channels-reducing cognitive load and increasing first-contact resolution.
Align knowledge strategy with AI-driven tools, prompt governance, and process documentation standards, while coaching team members to own and evolve their areas of the knowledge lifecycle.
Provide team members with growth opportunities through skill development, inclusive collaboration, and innovation leadership.
Cross-Functional Leadership & Strategic Influence
Translate business objectives into actionable roadmaps by bridging operational needs with technical capabilities.
Build trusted partnerships across business units, technology teams, and executive stakeholders.
Drive adoption of new tools, systems, and ways of working through clear communication and change leadership.
Continuously evaluate team capacity, align talent to priorities, and scale operations effectively through thoughtful hiring, onboarding, and career development strategies.
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.
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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.
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For information about PTO, see https://one.walmart.com/notices .
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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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Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
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For information about benefits and eligibility, see One.Walmart (https://bit.ly/3iOOb1J) .
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The annual salary range for this position is $90,000.00-$180,000.00
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Additional compensation includes annual or quarterly performance bonuses.
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Additional compensation for certain positions may also include:
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Stock
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Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
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 5 years' experience inproject management, program management, program operations, or related area.Option 2: 7 years' experience in project management, program management, program operations, or related area.2 years' supervisory experience.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
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., 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.
Primary Location...
702 Sw 8Th St, Bentonville, AR 72716, United States of America
Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.
