(USA) Senior Manager, Operations - Identity Customer Experience

Position Summary...

What you'll do...

Position Summary...

What you'll do...

The Customer Digital Identity organization is enabling Walmart to better understand who the Walmart customer is. At the same time, we are ensuring streamlined processes, security, scalability, regulatory compliance and best in class customer experience. The customer is at the heart of all we do at Walmart. The Customer Digital Identity team will amplify customer centricity by deepening the company's understanding of customers and their preferences. When we do that, we can serve them when and how they need.

The team collaborates with product, engineering, and business teams, such as eCommerce, Marketing, and multiple teams in Walmart's revenue organization such as Walmart +, Data Ventures, and Walmart Connect, to create a holistic and consistent digital view of customers' relationship with Walmart. The team is also responsible for driving the enterprise strategy around customer data and identity capture and developing a unified strategy around customer identity. We are seeking a Senior Manager, Operations - Identity Customer Experience for the Customer Digital Identity team.

What you will do:

Support development of Identity customer experiences across a specified customer experience domain in store (e.g. store service desks, checkout)

• Analyze existing CX flows at different touch points

• Design experiments for identity capture (phone no)

• Translate the customer experience design that would enhance identity capture and usage at transaction point from paper to implementation plan

• Develop an implementation roadmap for select experience implementation

• Partner with product, field and analytics teams to develop experiments

• Participate in cross-functional meetings partnering with product and UX to conduct CX/UX reviews and sign off on experiments

Manage experiments in the field

• Deploy experiments in alignment with Walmart field operations teams

• Partner with analytics to interpret results

• Recommend and implement improvements

• Track progress of the experiment, set up and execute reporting structure, and develop forecasts to overcome anticipated risks.

Stakeholder management

• Maintain relationships with Walmart teams (store operations, DIH, E2E,...) to guarantee successful implementation

• Capture stakeholder priorities, allowing the team to set up relevant business analytics

• Build and execute communication plans to key stakeholders

You'll sweep us off our feet if...

• You are passionate about solving complex challenges.

• You are passionate about building digital experiences within a physical store environment.

• You are customer-centric in spirit and data driven in execution.

• You can influence and build consensus through stakeholder management.

• You have a test and learn mentality to iterate and improve your team's products.

• You have deep domain knowledge in retail store operations and experience working with associates in stores.

• You are organized and detail oriented in execution.

• You enjoy traveling and spending time in stores to coordinate execution.

• You thrive in complex and matrixed organizations.

You'll make an impact by:

• Driving the execution of Digital Identity initiatives in store environments

• L aunching and scaling capabilities to enable improvements to customer experiences and monetization.

• Collaborating with Omni experiences and Store Operations teams to deliver world-class customer identification solutions.

• Building deep relationships with business partners to communicate progress, demonstrating results and gaining buy-in from executive leadership.

Qualifications

• Bachelor's degree required.

• 7+ years in Operations roles, ideally with at least 3 years of experience in retail, store, or Omni environment.

• 5+ years implementing new initiatives in a store environment

• Strong and proven ability to influence internal stakeholders

• Proven experience in executing successful initiatives.

• Experience with Agile methodologies and project management tools.

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

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You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

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For information about PTO, see ~~~ .

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Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

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Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

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For information about benefits and eligibility, see One.Walmart .

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Hoboken, New Jersey US-10279:The annual salary range for this position is $108,000.00-$216,000.00

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Bentonville, Arkansas US-09401:The annual salary range for this position is $90,000.00-$180,000.00

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Additional compensation includes annual or quarterly performance bonuses.

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Additional compensation for certain positions may also include

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• Stock

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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 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.

Preferred Qualifications...

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

Leadership of cross-functional task forces or projects

Masters, Masters: Operations Management

Project Management - Project Management Professional - Certification

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of America

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, abilities, ideas and opinions- while being inclusive of all people.