Senior Manager

Full Time
Bentonville, AR 72716
Posted 30+ days ago
Job description
Position Summary...

What you'll do...

Walmart+ is a membership program that brings together in-store and digital benefits like no other retailer can. With membership benefits like Free store delivery, Free shipping with no order minimum, Mobile scan & go in-store, Early Access to Deals, and Member prices on Fuel, Walmart+ helps our members save time & money.

We are looking for an experienced Senior Manager II/ Associate Director to join the Walmart+ business team to develop scalable, omni-channel strategies that drive elevated member care (customer service) experiences. The Member Care team is focused on building premium member care experiences when contacting Walmart+. The ideal candidate is passionate about customer care and overall customer experience.

The Senior Manager II will drive business growth by developing and maintaining multiple internal and external business relationships; understanding and managing mutual value propositions, risks, and benefits; and supporting engagement and dialogue with stakeholders to mitigate risks, resolve issues, and realize value proposition and subsequent business objectives.

This role will Influence and drive the overall member care strategy to ensure highest retention, paid conversion, upgrades as well as NPS by driving W+ Member Care strategy and influencing cross-functional partners. Drives the execution of Member Care business plans and projects by identifying customer and operational needs as well as key member pain points; developing and communicating business plans and priorities; removing barriers and obstacles that impact performance; providing resources; identifying performance standards; measuring progress and adjusting performance accordingly; developing contingency plans; and demonstrating adaptability and supporting continuous learning. Provides supervision and development opportunities for associates by selecting and training; mentoring; assigning duties; building a team-based work environment; establishing performance expectations and conducting regular performance evaluations; providing recognition and rewards; coaching for success and improvement; and ensuring diversity awareness. Promotes and supports company policies, procedures, mission, values, and standards of ethics and integrity by training and providing direction to others in their use and application; ensuring compliance with them; and utilizing and supporting the Open Door Policy. Ensures business needs are being met by evaluating the ongoing effectiveness of current plans, programs, and initiatives; consulting with business partners, managers, co-workers, or other key stakeholders; soliciting, evaluating, and applying suggestions for improving efficiency and cost-effectiveness; and participating in and supporting community outreach events.

How will you Deliver for the Member?
Customer/Member Focus
  • Delivers expected business results while putting the member first and consistently applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.
Strategic Thinking
  • Adopts a holistic perspective that considers data, analytics, member insights, and different parts of the business when making plans and shaping the team's strategy. Strong analytical skills with proven experience of making data-based decisions and working in tandem with Business Intelligence, Data Science, and technology teams to better leverage data for actionable insights
  • Stays ahead of the curve on industry best practices for customer/member care, informing and driving adoption of relevant best practices to the W+ member care strategy

You'll wow us if....
  • Analytical work excites you.
  • You are passionate about customer care, customer experience.
  • You have strong analytical skills with proven experience of making data based decisions, working in tandem with business intelligence, data science and technology teams.
  • You know how to leverage data to develop actionable strategic plans and develop roadmaps.
  • Stays ahead of the curve on industry best practices for customer/member care, informing and driving adoption of relevant best practices to the W+ member care strategy
  • You Thrive in ambiguity and comfortable in a start-up working environment.
  • You are flexible and adaptable as the business evolves
  • You're highly skilled at leading multiple simultaneous projects.
  • You excel at communicating at all levels of the organization.
  • You are an expert at mentoring focused improvement methodologies (Root Cause Analysis, DMAIC, etc.).
  • You possess a great deal of energy and a positive attitude.
  • You have a high learning index, a high numeric ability and high verbal reasoning skills.
  • You participate in strategic planning meetings to create alignment toward your organization's strategy.
  • You have deep expertise in working in a cross functional environment, often in complex organizational matrixes.

Minimum Qualifications

Bachelor's degree in Business Administration, Engineering, Operations, or related field and 5 years' experience in operations, project
management, or related area OR 7 years' experience in operations, project management, or related area.
3 years' supervisory experience.

Preferred Qualifications...

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

Leading a cross-functional team

Masters: Business Administration

The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

This role can be based in San Bruno CA (SFO), Hoboken NJ (NYC) or Bentonville, AR (XNA). This role is not fully remote and should be considered an hybrid role. Team office days occur each month and the candidate should be available to commute into the office for team meeting day(s).

Minimum Qualifications...

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

Minimum Qualifications: Bachelor's degree in Business, Analytics, Statistics, or related field and 4 years' experience in data analytics, project management, business, or related area OR 6 years' experience in data analytics, project management, business, or related area. 2 years' experience using intermediate functionality of Microsoft Office.

Preferred Qualifications...

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

Statistical Programming Language, Supervising Associates, Working on cross-functional teams or projects

Masters: Business Administration

Project Management - Project Management Professional - Certification, Six Sigma Black Belt - Certification, Six Sigma Green Belt - Certification
Primary Location...
702 SW 8TH ST, BENTONVILLE, AR 72716, United States of America

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