Product Manager - Digital - Senior Level

Position Summary...

What you'll do...

What you'll do

Customer Care plays a key role in shaping the future of our customer experience for Walmart.com, Walmart Stores, and other affiliated brands like Hayneedle, Bonobos, Moosejaw and Art.com by recommending and championing products, processes and solutions to improve Customer Care systems with a focus on Walmart’s Omnichannel Intelligent Routing Contact Center.

As a key member of the Customer Care Product organization, you will help define the strategy, priorities and roadmap of support systems functionality for Customer Service Technology Solutions.

This is a unique opportunity to be part of a “once in a decade” journey as we are transforming customer service and its underlaying technology at Walmart from ground up to enable true omni channel customer care. Walmart receives millions of contacts from our Customers, Vendors, Suppliers, and Associates through voice and messaging channels. You get to be the creative problem solver for the Products that power this capability, handle volume at a scale only known to the largest retailer, and provide innovative features that care for our Customers.

If you are a unique individual with a combination of strong leadership skills, product sensibility, technical expertise and the ability to build cross-functional partnerships to make a significant difference, then you’ll love this role. This role will be reporting directly into the Director, Customer Care Product.

Responsibilities:

• Build products with superior user experience, understand how customers interact with the experience & iterate on it.

• Be the subject matter expert on Customer Care Intelligent Routing Product & Technology. 

• Develop and champion product vision, strategy, and roadmap for the Customer Care product area in support of corporate goals and objectives.

• Ensure analytical methods, tools and resources are in place to identify areas of opportunity for our customer care, including cost savings, contact reduction and customer satisfaction.

• Define and drive the execution of a complex roadmap for Contact Center Intelligent Routing. You have strong project management skills that will enable to juggle multiple projects and long lists of requirements at the same time.

• Drive the product discovery process for large complex, and/or ambiguous projects; gathering, developing, and documenting requirements.

• Drive consensus and deliver in a matrixed organization with multiple stakeholders.

• Facilitate communication and planning between Customer Care Operations team, CX Product and Engineering, Stores Care teams. Ability to lead Customer Care Product direction with these audiences with confidence and authority.

• Build strong relationships with stakeholders and end users of our Products.

• Promote and support company policies, procedures, mission, values, and standards of ethics and integrity

   

We are building a high-performance team and looking for others who will challenge us to become even better.

Come join an organization where you’ll have the opportunity to contribute significant impact by solving problems at a scale available to only a few entities in the world. At Walmart, the products you create are only bound by the scope of your imagination.

Desired Qualifications

• 8+ years of relevant work experience in product management, ideally in a in Customer Service technology related role, owning and driving end-to-end product requirements across multiple technology teams.
• Strong understanding of the Customer Service Product domain.
• Strong understanding of Customer Service: conversational IVRs, automated call routing (ACD), workforce management (WFM/WEM), quality management (QM/QA), performance management, telephony and messaging products.
• Ability to lead, drive consensus and deliver in a matrix organization with multiple stakeholders. You are an expert in building partnerships.
• Strong project management skills.
• Experience with proprietary contact center technology or commercial off the shelf contact center as a service products (CCaaS).
• Metrics driven, can draw insights from large data sets to iterate over product quickly.
• Ability to prioritize well, communicate clearly and understand how to drive a high level of focus and excellence with a strong, talented, opinionated team.
• Experience delivering technology products/services in a high growth environment with a demonstrated ability to translate customer needs into business and product requirements.
• Bachelor’s degree in Computer Science, Business Administration, Information Systems, or related field and 8+ years experience in product management, business systems analysis, business consulting, or related field.
• Some travel may be required.

Minimum Qualifications...

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

As permitted by applicable law, provide evidence of full vaccination as defined by CDC guidelines OR secure approval of medical or religious accommodation for the vaccination mandate., Bachelor’s degree in Business Administration, Computer Science, Engineering, or related field and 4 years’ experience in product management or related field OR 6 years’ experience in product management or related field.

Preferred Qualifications...

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

Consulting and advising business partners utilizing detailed analysis, Gathering, identifying, and recommending solution requirements, Product or solution development, Proven track record of successful product creation with measurable and significant business impactMasters: Business Administration, Masters: Computer Engineering, Masters: Computer Science

Primary Location...

702 SW 8TH ST, BENTONVILLE, AR 72716, United States of America