Reviewers say women are treated fairly and equally to men
What you'll do...
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. With fiscal year 2017 sales of approximately $486 billion, Walmart employs 2.3 million associates worldwide.
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 leader who thrives in ambiguity and change and has a passion for data-based analysis. You will lead initiatives focused on customer experience and self-service, minimizing customer effort when required and enabling an empowering experience for our customer. You will own roadmaps and collaborate with Product and Technology teams 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 strategic roadmaps and use your ability to work across business owners, product management, UX and engineering teams 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
Project Identification and Prioritization: Identify and address improvement opportunities, demonstrating adaptability and promoting continuous improvement; conduct competitive assessments, develop business cases, and set objectives and KPIs for the customer experience
Benefit Quantification: Create the case for change through analysis of financial and operational metrics, customer data, and competitive benchmarking
Roadmap Ownership: Develop roadmaps to 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 (product management, design, and engineering), championing experience improvements, sharing best practices and promoting standardization across the customer experience
Results and Accountability: 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
5 years of experience in business or product operations & strategy, process improvement, or related fields
Strong oral and written communication skills - including the ability to develop and deliver complex messages in a simple, actionable way
Strong analytical skills - creative problem-solver that can leverage sources of information from disparate sources and deliver comprehensive, balanced, and actionable analysis
Proven ability to bridge data with business insights to drive relevant, actionable output
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.
Live our Values
Models the Walmart values to foster our culture; holds oneself and others accountable; and supports Walmart's commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.
Acts as an altruistic servant leader and is consistently humble, self-aware, honest, and transparent.
Curiosity & Courage
Demonstrates curiosity and a growth mindset; fosters an environment that supports learning, innovation, and intelligent risk-taking; and exhibits resilience in the face of setbacks.
Digital Transformation & Change
Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working.
Deliver for the Customer
Delivers expected business results while putting the customer first and consistently applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.
Adopts a holistic perspective that considers data, analytics, customer insights, and different parts of the business when making plans and shaping the team's strategy.
Focus on our Associates
Diversity, Equity & Inclusion
Identifies, attracts, and retains diverse and inclusive team members; builds a high-performing team; embraces diversity in all its forms; and actively supports diversity goal programs.
Collaboration & Influence
Builds strong and trusting relationships with team members and business partners; works collaboratively and cross-functionally to achieve objectives; and communicates with energy and positivity to motivate, influence, and inspire commitment and action.
Creates a discipline and focus around developing talent, promotes 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.
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 of Science and 5 years' technical program management experience OR Master of Science and 2 years' technical program management
experience OR 9 years' technical program management experience.
702 SW 8TH ST, BENTONVILLE, AR 72716, United States of America
Reviewers say women are treated fairly and equally to men