(USA) Senior Technology Operations

Position Summary...

What you'll do...

As a technology operations manager, you will:

• Own the performance of a guided workflows that assist agents in resolving customer problems.

• Improve the performance of average handling time (AHT), repeat contacts (RCR) and Customer Satisfaction Scores (CSAT) for the workflows you own.

• Become the SME (subject matter expert) in contact resolution paths for our customers in the workflows you own.

• Deliver improvements as process maps that feed into product user stories for engineering implementation.

• Develop and maintain project plans and manage project schedule; collaborate effectively across teams (L&D, Product, Ops, UX) to define strategy, goals, and commitment to timeline and deliverables.

• Assess impact of upcoming projects.

• Perform audits, including internal testing to ensure quality of guided workflows; write basic SQL queries to pull sample orders for quality testing.

• Analyze problems, identify issues, summarize findings, and recommend courses of actions.

• Provide mechanisms to capture baseline data before and after project launches.

• Perform critical thinking and problem solving - evaluating alternatives, and identifies solutions using systematic, multi-step approaches.

Basic Qualifications

• Comfortable working in a highly ambiguous environment.

• Ability to navigate obstacles and find path forward.

• Ability to handle responsibilities independently, while exercising good judgment in problem solving and keeping team members adequately informed.

• Experience in or demonstrated ability to lead people/teams without formal authority and earn trust with teams of all levels.

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• Excellent written and verbal skills as well as prioritization and planning skills - with strong attention to detail.

• Experience facilitating to large groups.

Minimum Qualifications...

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

Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 3 years' experience in project management, program management, program operations, or related area.Option 2: 5 years' experience in project management, program management, program operations, or related area.

Preferred Qualifications...

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

Master's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 2 years' experience in project management, program management, program operations, or related area.

Primary Location...

608 SW 8TH ST, BENTONVILLE, AR 72712-6207, 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.