Manager, Operations

Position Summary

Want to use your strategic thinking, operational excellence, and customer obsession to create, measure, and optimize the post-purchase experience for a new local ecommerce shopping experience within Walmart’s ecosystem?

The Walmart LocalFinds team is looking for a strategic manager with expertise in customer/partner support in an on-demand three-sided marketplace setting to help define and improve order fulfillment and reliability to deliver a best-in-class customer experience. They will develop a deep understanding of the post-purchase customer and partner journey flows, manage and help define KPIs and goals to monitor and improve CSAT, and develop the North Star vision as the business scales. They will partner closely with our customer and partner support teams to create, deploy, and manage support flows and optimize processes that will enable consistent support at scale. They will work directly with Product teams to define the post-purchase roadmap, prioritize features and requirements, and program manage testing and rollouts as we build toward our North Star experience.

About Walmart LocalFinds

The LocalFinds team is a newly formed business team within Walmart Marketplace chartered with building and scaling new ways for customers to conveniently shop the local business and products they love within the Walmart app and Walmart.com.

You Will Be Successful If

• You’re customer obsessed. You have experience developing and optimizing new customer and seller experiences within tech, ideally marketplace businesses.
• You think end-to-end and have deep experience charting detailed new processes, thinking through second and third-order effects.
• You’re data driven and leverage insights to make informed and impactful decisions. You have a proven track record of storytelling through data to influence business strategy, gain stakeholder buy-in and drive outcomes.
• You build trust quickly and are an effective communicator. You are able to lead complex initiatives across various functions and stakeholders, and have deep experience managing tech and product partnerships.
• You’re a strategic problem solver. You are able to break down complex and ambiguous issues, formulating and testing hypotheses, and developing and communicating succinct recommendations.
• You understand the local ecommerce landscape and the last-mile delivery space. You have experience in marketplace reliability management and/or support functions.

You’ll make an Impact by

• Help build the foundations and execute on the North Star vision to deliver best-in-class delivery experiences for our Customers.
• Becoming an invaluable thought partner to internal stakeholders by communicating top priorities, challenges, and risks, articulating the “why” behind it all, and rooting recommendations firmly in data.
• Exhibiting a growth mindset and ability to operate in ambiguous environments in a highly matrixed org.

Qualifications

• 3-5 years related experience in Consulting, Business Operations, Strategy, or related field.
• Deep understanding of customer and partner support best practices and metrics.
• Experience building and documenting support flows for both customers and partners (preferably in a B2C environment), creating KPIs and support matrices, using data to optimize processes/systems, and working cross-functionally with support teams.
• Experience working directly with product teams to define business requirements throughout the entire lifecycle of a product (MVP through maturity).
• Experience in local eCommerce or an on-demand marketplace.
• Experience integrating Walmart support for channel partners and enterprise clients.
• Self-starter with analytical skills (SQL, Tableau, Looker experience preferred).
• Ability to distill complex ideas into simple terms and frameworks.
• Highly organized, experience program managing complex initiatives across stakeholders (business, tech, and marketing) to manage timelines and deliver results. Conveys a sense of urgency to motivate others and achieve goals.
• Demonstrates creativity and flexibility in the face of change, obstacles, competing demands and priorities. You can work seamlessly in a fast-paced environment, managing several priorities and staying organized throughout.

Live our Values Culture Champion

• 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.

Servant Leadership

• Acts as an altruistic servant leader and is consistently humble, self-aware, honest, and transparent.

Embrace Change 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 Focus

• 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.

Strategic Thinking

• 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.

Talent Management

• 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.

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. 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.

The annual salary range for this position is $84,000.00-$156,000.00. Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include stock.

Minimum Qualifications

Bachelor’s degree in Business Administration, Engineering, Operations, or related field and 2 years’ experience in operations, project management, or related area OR 4 years’ experience in operations, project management, or related area.

Preferred Qualifications

Supervising Associates, Masters: Economics, Project Management - Project Management Professional - Certification

Primary Location

121 River St, Hoboken, NJ 07030-5989, United States of America