Position Summary:
At Walmart Commerce Technologies, our mission is to enable businesses worldwide to better serve their customers with technologies and SaaS solutions powered by Walmart. Our team was established in 2022 and we are transforming scaled Walmart technologies into white-label offerings for other retailers and sellers. We’ve launched Store Assist, an out-of-the-box, mobile-first store fulfillment application and are accelerating our pipeline of future products.
We're seeking an experienced Senior Manager, Customer Support to build and lead our L1/L2 support team, ensuring white-glove service for our large-scale enterprise SaaS clients. This is a lead position for a new org within a new business at Walmart.
You'll be at the forefront of transforming how retail technology is delivered and supported at scale, working with some of the largest retailers in the world. Being part of this groundbreaking initiative means you'll have the unique opportunity to shape the future of retail technology while leveraging Walmart's expertise and resources.
As a seasoned leader, you will have a great deal of autonomy to drive our ways of working and shape the culture of our org! This is a huge opportunity for career growth!
Responsibilities:
- Build and lead a high-performing L1/L2 technical support team from the ground up.
- Develop and implement support processes, best practices, and performance metrics.
- Serve as the primary escalation point for complex technical issues.
- Play an active role on the Customer Success team to help develop and define overall strategy.
- Collaborate with product and engineering to rectify issues and drive sustainable improvements.
- Establish and maintain strong relationships with key enterprise client stakeholders.
- Analyze support trends and customer feedback to identify improvement opportunities.
- Manage support team budget, resource allocation, and capacity planning to meet SLAs.
- Oversee regular operational reviews, including performance reporting and continuous improvement progress.
What you bring:
- 7+ years in technical support or customer success, with 3+ years in leadership.
- Proven track record of building support teams in an enterprise SaaS environment.
- Strong technical acumen and ability to troubleshoot complex software systems.
- Excellent communication skills, adept at explaining technical concepts to varied audiences.
- Experience managing globally distributed teams (India, US, etc).
- Experience working with large-scale enterprise clients and delivering white-glove support is a must.
- Retail industry experience.
- Understanding of and passion for the Customer Success vision and function, and its impact on revenue and customer retention.
- Experience implementing and driving Knowledge, Self-Service, CRM, ERP and Incident management tools for customer support processes.
- Exceptional cross-organization collaboration and communication skills. Strong executive presence, influencing skills, presentation skills and business insight.
- Strong analytical and problem-solving skills with a data-driven approach.
- Bachelor's degree in a related field (or equivalent experience) and relevant certifications.
About Walmart Global Tech:
Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. That’s what we do at Walmart Global Tech. We’re a team of software engineers, data scientists, cybersecurity experts, and service professionals within the world’s leading retailer who make an epic impact and are at the forefront of the next retail disruption.
People are why we innovate, and people power our innovations. We are people-led and tech-empowered. We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.
Flexible, hybrid work:
We use a hybrid way of working that is primarily in-office coupled with virtual when not onsite. Our campuses serve as a hub to enhance collaboration, bring us together for purpose and deliver on business needs. This approach helps us make quicker decisions, remove location barriers across our global team and be more flexible in our personal lives.
Benefits:
Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.
Equal Opportunity Employer:
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, ideas, and opinions – while being inclusive of all people.
Minimum Qualifications:
Bachelor’s degree in Engineering, Information Technology, Computer Science, or related field and 4 years’ experience in technology, system management and integration, process design, or related area OR 6 years’ experience in technology, system management and integration, process design, or related area.
Primary Location:
121 River St, Hoboken, NJ 07030-5989, United States of America