Manager, Support Program Management - Walmart Data Ventures
Walmart Data Ventures is looking for an experienced Program Manager who will be central to the continued growth, efficiency, and success of Walmart Data Ventures Product Support. As the Support Program Manager,you will lead the strategic business project aimed at transforming customer/client support and creating a frictionless support journey. In this strategic role, you will lead a project team of professionals to develop and deploy a new modern support infrastructure based on the ServiceNow Customer Service Module (CSM). You will help develop and implement support technology driven strategies tailored to the Data Ventures products, drive support process improvements, and foster a customer-centric culture within the project team.Post deployment, you will be the program manager for the support ecosystem overseeing improvement and changes required to keep pace with the ever-changing product set and customer needs. You will help to ensure the support data and information used by our customers and internal Walmart stakeholders is accurate and reliable so it can be used to inform important business decisions by our customers and internal Walmart teams.
This role requires an exceptional individual who is intellectually curious, enthusiastic, a problem solver, detail-oriented, a self-starter, and can build strong relationships across teams and individuals. The role will have broad exposure across product, engineering, operations, marketing, training, account management, and business development teams. The ideal candidate will have a strong background in support program and project management, support process, CRM deployment, knowledge management, change management, and business operations with some experience with data analytics.
This role is expected to be in-person at one of the following corporate offices:
• Bentonville, Arkansas
Relocation and sponsorship are not offered.
Responsibilities Include...
Collaborate directly with project stakeholders(consultant, platform engineering, technical teams) to develop and drive overall plans for support ecosystem development and deployment
Define frameworks and execute program roadmaps and schedulesfor the support ecosystem transformation project
Identify and manage critical path workflows and cross-functional dependencies; collect and analyze project metrics to manage initiatives and drive accountability; identify and resolve bottlenecks
Escalate and communicate program related issues to mitigate risks
Own and drive stakeholder engagementfor quarterly ecosystem enhancements/requirements
Evaluatetheeffectivenessof assignedprograms and initiativesto improve efficiency and cost-effectivenesswithparticipating stakeholders
Support development of reporting for executive level presentations and perspectives
You will sweep us off our feet if you...
Have experience developing, deploying, and maintaining customer support ecosystems in ServiceNow.
Have developed and/or deployed Knowledge Centered Support (KCS) methodologies in previous roles.
You are tenacious, dedicated and thrive working with ownership, autonomy, and a healthy dose of competition
Thrive while balancing multiple workstreams and priorities under pressure and can also have FUN at work
Adapt quickly with a demonstrated ability to prioritize work and flex where needed
Build trust based, strong relationships with internal and external partners
Minimum Qualifications:
Bachelor's degree in Business or related field and 2 years' experience in project management, compliance, operations management or related area OR 4 years' experience in project management, compliance, support operations management, or related area.
Experience managing complex projects and programs in a cross-functional environment
Preferred Qualifications:
Experience in product operations, release management, product strategy, process improvement, merchandising, vendor relations, data analytics, or tech start-ups.
Experience using the following tools: Airtable, ServiceNow, and Jira.
Benefits & Perks:
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.
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.
Bachelor's degree in Business, Human Resources, or related field and 2 years' experience in project management, compliance, operations management or related area OR 4 years' experience in project management, compliance, operations 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.
Leading a cross-functional team, Retail Link, Working with profit and loss responsibilities.
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.
"My favorite part of the day is talking with my team while drinking coffee and eating a donut." - Kendell, Project Analyst
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.
