Position Summary...
What you'll do...
Role summary:
The (USA) Principal, Technology Operations leads the strategic planning and execution of large-scale technology programs, ensuring alignment with business objectives and operational excellence. This role oversees financial management, risk mitigation, and stakeholder engagement to drive successful delivery across multiple projects. By leveraging deep expertise in program management and technology strategies, the Principal influences decision-making and fosters innovative solutions that enhance organizational performance. The position requires strong leadership in coordinating cross-functional teams, optimizing resources, and continuously improving processes to achieve measurable business value and operational efficiency.
About the team:
The Voice of the Advocate - Systems team manages the business technology experience across agent-facing tools, platforms, vendors, and AI capabilities within CES. This team bridges business needs with technology execution, ensuring a unified ecosystem that scales across business lines and delivers measurable outcomes. Collaborating with Operations, Product, Engineering, Analytics, and business teams, they simplify the technology landscape, enhance performance, and enable scalable technology and AI solutions. Their focus includes program management, financial oversight, stakeholder engagement, and driving technology strategies to support organizational goals effectively.
What you'll do:
Own the business technology experience across multiple CES technology categories, platforms, vendors, and AI capabilities.
Define enterprise requirements, priorities, and acceptance criteria.
Lead capability placement, rationalization, standardization, and consolidation decisions.
Own interoperability and resolve issues spanning systems and technology domains.
Establish scalable technology patterns across lines of business.
Define how AI capabilities and agents operate across the ecosystem.
Influence Product and Engineering roadmaps through business requirements and outcomes.
Drive improvements in AHT, RCR, associate experience, customer outcomes, and cost to serve.
What you'll bring:
7+ years of experience leading complex technology, operations, product, or business transformation.
Experience defining requirements and driving capabilities across multiple systems or platforms.
Ability to lead complex initiatives across Business, Product, and Engineering.
Experience using performance data and operational outcomes to evaluate technology effectiveness.
Strong executive communication, problem-solving, and decision-making skills.
Experience with CRM, contact center technology, agent-facing systems, workflow orchestration, or AI preferred.
Experience with technology portfolios, vendors, modernization, standardization, or consolidation preferred.
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://one.walmart.com/) .
The annual salary range for this position is $90,000.00 - $180,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
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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 in project management, program management, program operations, or related area.Option 2: 7 years' experience in project management, program management, program operations, or related area.
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 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.
