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.

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.

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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.

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For information about PTO, see https://one.walmart.com/notices .

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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.

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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.

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For information about benefits and eligibility, see One.Walmart .

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The annual salary range for this position is $80,000.00-$155,000.00

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Additional compensation includes annual or quarterly performance bonuses.

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Additional compensation for certain positions may also include:

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• Stock

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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., We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart's accessibility standards and guidelines for supporting an inclusive culture.

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.