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(USA) Manager, Operations

Walmart • Hoboken, NJ • 8h ago

Position Summary...

What you'll do...

Job Title: Walmart+ Member Care Manager

Location: TBD

Job Summary:

As a Walmart+ Member Care Manager, you will play a pivotal role in enhancing the member experience by conducting comprehensive business research, collaborating with cross-functional partners, and driving strategic initiatives. You will be responsible for identifying and addressing issues within existing agent care tools, ensuring a seamless experience across all care platforms, and advocating for customer care agents. Your ability to analyze data, tell compelling stories through visualization, and think strategically will be crucial in aligning new initiatives with the company's goals and vision. You will also focus on owning the continuous improvement, user experience, and bringing parity across self-service and agent tools to resolve member defects effectively.

Key Responsibilities:

Conduct quantitative and qualitative business research.

Collaborate with cross-functional partners to gain buy-in and identify requirements.

Communicate and present findings effectively to various stakeholders.

Work comfortably with data and create compelling stories through data visualization.

Understand basic principles of product management and project management.

Think strategically and anticipate future needs and trends.

Focus on enhancing user experience and driving continuous improvement.

Be the voice of customer care agents to improve the experience of members contacting care for support due to defects/issues/questions.

Have the ability to hit the ground running and start contributing immediately.

Question and evaluate any new initiatives to ensure alignment with the company's, organization's, and team's goals and vision.

Own and drive the optimization of existing care platforms (chatbot, IVR, and agent support tools) by identifying defects, implementing improvements, and enhancing features to ensure a superior member experience when interacting with care tools or receiving support from human agents.

Bring parity in experience across all care platforms such as self-service (chatbot/IVR) and agent tools for a seamless member experience to resolve member defects.

Take ownership and show interest in learning and managing specific domains within care, such as fraud, payment, and operations, as needed.

Required Qualifications:

Minimum of 2-3 years of experience in customer care, operations, support, or other relevant skills.

Bachelor's degree in a relevant field.

Strong communication and presentation skills.

Proficiency in data analysis and visualization (Excel, Tableau, Looker).

Basic understanding of product management and project management.

Strategic thinking skills and the ability to think beyond the current state.

Passion for user experience and continuous improvement.

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.

For information about PTO, see https://one.walmart.com/notices .

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.

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.

For information about benefits and eligibility, see One.Walmart (https://bit.ly/3iOOb1J) .

The annual salary range for this position is $84,000.00-$156,000.00

Additional compensation includes annual or quarterly performance bonuses.

Additional compensation for certain positions may also include:

Stock

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications: Bachelor's degree in Business Administration, Engineering, Operations , or related field and 2 years' experience in operations, project management, or related area OR 4 years' experience in operations, project management, or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Supervising Associates

Masters: Economics

Project Management - Project Management Professional - Certification

Primary Location...

221 River St, Hoboken, NJ 07030, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.

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.

Walmart

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