The Manager of Operations, Member Care is a role that plays a key part in making an impact in the experience for Walmart+ members seeking support. This exciting opportunity will help identify gaps in Customer Care Self-Service & Agent experiences. Working across teams like Executive Escalations and partnering closely with the Customer Care Listening Center, this role will own the identification and quantification of these experiential gaps and build business cases to address these issues. They will also own the execution of ad-hoc communications to members. They will work primarily with the Member Care Foundations and Member Care Value Prop & Retention team, as well as cross-functional teams in the Customer Care org and eCommerce org. The role is preferably based in Bentonville, AR and reports to the Senior Manager, Customer Care Experience who is the Team Lead overseeing Foundational Support for Members.
You'll wow us if...
You've held positions in Customer Support, primarily working with outsourced contact centers.
You've worked in large scale, multi-organizational programs before and have the high level of detail and organization required for success.
You're highly skilled at delivering against multiple large scale, simultaneous projects.
You've been a proven subject matter expert in customer care, with significant exposure and experience working on call center technology, self-service and assisted-service care operations.
You are collaborative and can work across various teams to influence outcomes.
You possess a great deal of energy and a positive attitude.
You are comfortable and thrive under ambiguity.
You have experience putting presentations together and communicating to all levels of leadership.
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.
You have a deep understanding of Walmart's global network capabilities.
You can have fun!
Required experience for the role...
Demonstrated ability to work cross-functionally within your organization and with stakeholders outside of your direct team
Customer/member-centric mindset; takes ownership within organization to be the voice of the customer/member, and relentlessly drives initiatives and processes to resolve customer/member painpoints, ranging from big to small
Proven ability to work in cross-functional and matrixed environments; able to influence without authority, leveraging data and analytical insights to tell stories and secure buy-in from key stakeholders
Proven ability to drive measurable outcomes that address documented pain points
Season professional with experience managing various member escalation workstreams, such as Executive Escalations
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. The full Job Description can be made available as part of the hiring process.
Benefits & Perks:
Beyond competitive pay, 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.
Who We Are
Join Walmart and your work could help over 275 million global customers live better every week. Yes, we are the Fortune #1 company. But you'll quickly find we're a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world's most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement. From day one, you'll be empowered and equipped to do the best work of your life. careers.walmart.com
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.
For information about PTO, see https://one.walmart.com/notices.
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. 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.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $70,000.00-$130,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include:
- Stock
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 2 years' experience in operations, project management, or related area OR 4 years' experience in operations, project management, or related area.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Supervising Associates
Masters: Economics
Project Management - Project Management Professional - Certification
Primary Location...
702 Sw 8Th St, Bentonville, AR 72716, United States of America
About Walmart
At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability-and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries-all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?
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.
Hello, NW Arkansas
With over 200 miles of trails, an emerging locally-sourced food scene, the world-renowned Crystal Bridges Museum-NWA has something for everyone.
