(USA) Manager II, Advanced Analytics

Position Summary...

What you'll do...

What you'll do...

About Walmart

Walmart helps people around the world save money and live better -- anytime and anywhere -- in retail stores, online and through their mobile devices. Each week, more than 260 million customers and members visit our more than 11,000 stores under 71 banners in 28 countries and e-commerce websites in 11 countries.

Our purpose of saving people money so they can live better is based on our core values and culture of service to the customer; respect for the individual; strive for excellence; and act with integrity. Our strategy to deliver on this commitment is founded on the objectives of making every day easier for busy families; changing how we work; delivering results and operating with discipline; and being the most trusted retailer. Our ultimate success depends on creating shared value for all stakeholders: customers, associates, communities, and shareholders.

We are at a unique point in our company history and in the history of retail. We are changing our way of thinking and working as we develop a truly omnichannel customer experience and organization. We’re looking for exceptional individuals to join us on that journey.

About the Role

Want to help change the future of omnichannel retail? 

Are you looking for a unique and visible customer experience role in a Fortune 1 company? To continue to delight and exceed our customer’s expectations at Walmart, we are committed to making the customer our #1 priority.

As part of Walmart’s Customer Care organization, you will value customer time and seek to protect it. We are looking for a customer-obsessed analytics leader who thrives in ambiguity and has a passion for customer insights and leveraging data to drive strategic decision making. You will work on a Business team, helping to develop and lead the analytics roadmap to support initiatives focused on customer experience and self-service. Your work will directly support the Business teams working cross-functionally to deliver best-in-class solutions for a frictionless and consistent experience. The work you lead will touch millions of customers across our online and stores experiences.

You will be an advocate for the customer experience and defect elimination. You will use research to understand customer needs and pain points. You will build an analytics & insights roadmap to improve our products and promote a customer- and defect-obsessed mindset. Finally, you will tie it all together by diving into analytics to measure performance and apply insights back into the business and products.

What You’ll Do

• Metric Ownership: Define KPIs and develop reports to measure progress against specific project and business goals.

• Project Prioritization & Execution: Help identify improvement opportunities, develop business cases, and set objectives for the customer experience. Support project testing and launch through developing A/B testing plans, driving data requirements, and creating reporting across a broad set of metrics.

• Benefit Quantification: Create the case for change through analysis of financial and operational metrics, customer data, and competitive benchmarking.

• Roadmap Support: Serve as the lead analyst and partner to the Business developing roadmaps that deliver self-service capabilities across the order life cycle in areas such as order tracking & visibility, returns & exchanges, or canceling & editing orders.

• Collaboration: Define and lead requirements with key partners (data engineering, product analytics, and customer insights teams), championing data quality, sharing best practices, and promoting standardization across the analytics teams.

• Results and Accountability: Help define business objectives and measure progress in achieving results; demonstrate strong commitment towards goals and driving complex projects focused on reducing customer contacts, improving cost, quality, customer experience, and delivering bottom line savings.

Required Experience:

• A degree in a quantitative field, such as Mathematics, Statistics, Operations Research, or Economics
• 3+ years of experience applying various quantitative techniques to address business problems
• Experience managing project requests to execute against and inform an analytics roadmap
• Experience leveraging analytical tools including SQL, python, R, Tableau to build analytics products and perform analyses
• Team player who is a self-starter and able to thrive in a dynamic, results-oriented environment
• Customer-centric & curious: passionate improving the Walmart customer experience
• Previous eCommerce or Retail experience; operations or customer experience roles a plus

About the Customer Care team

Walmart’s Customer Care team is committed to identifying and visualizing customer defects and friction, and to elevating the voice of the customer to drive meaningful improvements. This role will underpin efforts to transform customers’ Walmart shopping experience by making customer data and insights easy to access and understand, and by identifying and measuring customer experience improvement opportunities.

We are looking for a customer- and data-obsessed individual who thrives in ambiguity, has innate curiosity to explore and learn, and has a passion for data. The work you lead will touch millions of customers across our online and stores experiences.

Our team has broad reach, high exposure, and deep impact. We work cross-functionally across many areas of the business (think: supply chain, store operations, product, marketing, finance, customer care) and get a unique view of what it takes to run a successful omni-channel retailer.

We’re virtual

Working virtually this year has helped us make quicker decisions, remove location barriers across our global team, be more flexible in our personal lives and spend less time commuting.  Today, we are reimagining the tech workplace of the future by making a permanent transition to virtual work for most of our team. Of course, being together in person is an important part of our culture and shared success. We’ll collaborate in person at a regular cadence and with purpose.  

Benefits & Perks: 

Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more. 

Equal Opportunity Employer 

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, ideas and opinions – while being inclusive of all people. 

Minimum Qualifications...

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

• Bachelor’s degree in Business, Finance, Accounting, Statistics, or related field and 2 years' experience in data analytics or related field OR 4 years' experience in data analytics or related field.

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.

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, Finance, Accounting, Statistics, or related field and 2 years' experience in data analytics or related field OR 4 years'
experience in data analytics or related field.

Preferred Qualifications...

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

Certificate in business analytics, data mining, or statistical analysisMasters: Business Administration, Masters: Information Systems, Masters: Statistics

Primary Location...

850 Cherry Avenue, San Bruno, CA 94066-3031, United States of America