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...

This position is responsible for the operation of a department. An individual in this position will be expected to perform additional job related responsibilities and duties as assigned and/or necessary.

Essential Functions

An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.

Business Operations : Requires knowledge of: Organization KPIs; Assessment techniques. To design the organizations planning processes and decision-making channels. Explain advantages and risks of using business simulations for critical business decisions. Explain business issues and trends of own business unit as compared to other business units. Develop business cases for own function; reviews and critiques cases for other functions. Demonstrate a big picture understanding of the business, its interrelationships, and priorities. Display strong foundation of business fundamentals, measurement, and business finance.

Program Definition: Requires knowledge of: Program Management techniques, tools and frameworks; Benefits analysis; Program Planning tools and techniques. To understand business requirements and priorities in detail to define a program implementation strategy impacting the entire domain. Define goals, stage gates, critical delivery paths and key deliverables for large scale programs incorporating multiple programs across the domain. Prepare benefits realization plan for the programs.

Program Estimation: Requires knowledge of: Program Estimation tools and techniques ; Risk Assessment and Mitigation tools and techniques. To distribute allocated budget for the program across multiple projects and ensure optimum resource allocation. Identify potential risks for successful completion of the programs. Design multiple response plans through scenario planning for the identified risks for multiple projects within the program. Define measures and milestones for tracking and review of program success.

Program Monitoring and Control : Requires knowledge of: Program Monitoring and Control tools and processes; Internal and External program Reporting and logging tools and processes To define performance objectives and metrics for tracking completion status of programs across multiple products within a domain. Engage with the business to design a coherent view on program success metrics. Take proactive decisions in dealing with program risks related to forecasts, budgets and milestones.

Financial Management: Requires knowledge of: Financial Management tools and processes; Budgeting and internal and external program Communication tools and processes To create, manage, monitor Program budget for multiple programs. Oversee delivery schedules and cost expenditure across programs in a domain and manage delays / slip ups with stakeholders. Project the ROI of future programs. Define measures and milestones for tracking financial performance of programs.

Influencing and Building Stakeholder Consensus: Requires knowledge of: Verbal/Non-verbal behaviors; Application and allocation of Business Communication styles/techniques in ambiguous and challenging situations ; Communication channels/mediums; Interpersonal skills and universal relationship building with ability to connect seemingly unconnected parties; Influencing styles. To lead discussions with varying viewpoints confidently. Influence diverse audiences using customized communication and appropriate frameworks. Leverage fact-based data & analytics insights to build a cohesive narrative and present in a clear, concise and meaningful way. Demonstrate superior decision and coordination skills when faced with conflicting or ambiguous inputs. Become a trusted advisor to diverse stakeholders, influencing them to act on the product/technology matters. Provide respectful, effective, timely feedback and seek, internalize, and utilize received feedback.

Technology Landscape Awareness: Requires knowledge of: Understanding of technology strategy and its linkages to domain; Basic understanding of existing and upcoming systems, technologies and trends; Product technical information; Basic understanding of domain specific market standards; Basic understanding of methodologies and tools, processes, checkpoints. To participate in developing domain strategy with executive leaders. Evaluate and validate proposed business cases for projects and initiatives. Demonstrate expertise and functioning of multiple businesses and how it integrates in the global scenarios . Approve strategies, initiatives, and projects. Determine metrics and performance indicators. Contribute to strategic decision making regarding key initiatives. Develop new enterprise-wide processes and ways of working. Model industry best practices. Proactively engage in the external community to build Walmart's brand and influence industry practices. Influence and shape business vernacular.

Provides overall direction by analyzing business objectives and customer needs; developing, communicating, building support for, and implementing business strategies, plans, and practices; analyzing costs and forecasts and incorporating them into business plans; determining and supporting resource requirements; evaluating operational processes; measuring outcomes to ensure desired results; identifying and capitalizing on improvement opportunities; promoting a customer environment; and demonstrating adaptability and sponsoring continuous learning.

Develops and implements strategies to attract and maintain a highly skilled and engaged workforce by diagnosing capability gaps; recruiting, selecting, and developing talent; supporting mentorship, workforce development, and succession planning; and leveraging the capabilities of new and existing talent.

Cultivates an environment where associates respect and adhere to company standards of integrity and ethics by integrating these values into all programs and practices; developing consequences for violations or non-compliance; and supporting the Open Door Policy.

Develops and leverages internal and external partnerships and networks to maximize the achievement of business goals by sponsoring and leading key community outreach and involvement initiatives; engaging key stakeholders in the development, execution, and evaluation of appropriate business plans and initiatives; and supporting associate efforts in these areas.

Key Skills

The following key skills are required to perform one or more essential functions of this position.

Program Management, Stakeholder Management, Financial Management, Business Strategies, Communication

Leadership Expectations

An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position

Respect the Individual: Builds high-performing teams; seeks, and embraces differences in people, cultures, ideas and experiences; creates a workplace where all associates feel seen, supported and connected through culture of belonging so associates thrive and perform; drives a positive associate and customer/member experience for all.

Respect the Individual: Creates a discipline and focus around developing talent through feedback, coaching, mentoring, and developmental opportunities; builds the talent pipeline, fosters an environment allowing everyone to bring their best selves to work, empowers associates and partners to act in the best interest of the customer and company, and regularly recognizes others’ contributions and accomplishments; supports strategies and drives initiatives that attract and retain the best, diverse talent.

Respect the Individual: Builds strong and trusting relationships with team members and business partners; works collaboratively and cross-functionally to achieve objectives; and communicates and listens attentively, with energy and positivity to motivate, influence, and inspire commitment and action.

Act with Integrity: Maintains and promotes the highest standards of integrity, ethics and compliance; models the Walmart values and leads by example to foster our culture; supports Walmart’s goal of becoming a regenerative company by taking action to advance opportunity, sustainability, community, and integrity (e.g., creating fair opportunities for associates and suppliers, driving local giving efforts).

Act with Integrity: Ensures that teams follow the law, our code of conduct and company policies; promotes an environment where associates feel comfortable sharing concerns and models our culture of non-retaliation; listens to concerns raised by associates and takes action and enables others to do the same; holds self and teams accountable for achieving results in a way that is consistent with our values.

Act with Integrity: Acts as an altruistic servant leader and is consistently humble, self-aware.

Serve our Customers and Members: Delivers expected business results while putting the customer/member first and consistently applying an omnimerchant mindset and acting with an Every Day Low-Cost mindset to drive value and Every Day Low Prices for customers/members.

Serve our Customers and Members: Adopts a holistic perspective that considers data, analytics, customer/member insights, and different parts of the business when making plans and implementing strategies.

Strive for Excellence: Consistently raises the bar and seeks to improve; demonstrates curiosity and a growth mindset; seeks feedback, asks thoughtful questions, and fosters an environment that supports learning, innovation, learning from mistakes, and intelligent risk-taking; and exhibits resilience in the face of setbacks.

Strive for Excellence: Drives continuous improvements, supervises the adoption of new technology, and supports digital disruption in line with Walmart’s business model.

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.

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The annual salary range for this position is $130,000.00-$260,000.00

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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 7 years’ experience inproject management, program management, program operations, or related area.Option 2: 9 years’ experience in project management, program management, program operations, or related area.4 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 6 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