What you'll do…
As a Sr Manager I, Driver Experience for Last Mile, you will leverage your natural curiosity and inventive problem-solving skills to understand the needs of our drivers and lead strategic initiatives to improve driver experience at scale.
Walmart’s Last Mile Business works on fulfilling customer demand for everything in the store at the comfort of their home. We want our customers to have every option available to shop for their needs: wherever, whenever and however they want it. We are leveraging technology we have within our company and managing partnerships as needed to give our customers the convenience they want when shopping.
You’ll sweep us off our feet if
You have proven capabilities to drive tangible improvements that improve customer experience
You have strong customer service background to solve complex customer service issues and proactively prevent negative service trends
You are comfortable capturing robust insights in an ambiguous environment, can translate insights into strategic goals, and influence cross functional teams to deliver goals
You have experience in the Last Mile Delivery space or a deep understanding of the gig industry
You have strong analytical skills to interpret insights coming from various initiatives and data sources (e.g, CSAT, Social Media, NPS Escalations)
You have shown examples of customer obsession and will ruthlessly fight for them in every discussion
You are comfortable with working in a fast-paced startup environment with day-to-day ambiguity
You’ve demonstrated ability to write and present clearly and persuasively, and communicate complex ideas in a compelling way to a variety of audiences
You have a track record of coming up with inventive solutions for our biggest problems and opportunities
You are structured in your thought process and can break down large problems into smaller problems
You’re someone who can execute, with strong discipline and organization skills
You’ll Make An Impact By
Leading strategic initiatives to maintain a positive and successful driver experience, leveraging insights to inform actionable strategic plans and partnering with cross- functional teams to drive continuous improvements
Developing and driving initiatives to build a best-in-class Driver Experience by partnering with the insights team and research vendors to develop a customer research framework and defining insights-driven goals to improve Driver experience.
Identifying and prioritizing short-term and long-term product development initiatives to improve driver experience and the platform
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
Bachelor’s degree in Business Administration, Engineering, Operations , or related field and 3 years’ experience in operations, project
management, or related area OR 5 years’ experience in operations, project management, or related area.
1 year’s supervisory experience
Leading a cross-functional teamMasters: Business Administration, Masters: Computer Engineering, Masters: Operations ManagementProject Management - Project Management Professional - Certification
850 Cherry Avenue, San Bruno, CA 94066-3031, United States of America