Senior Product Manager - Omnichannel Intelligent Routing for Walmart Stores (2024)

Senior Product Manager - Omnichannel Intelligent Routing for Walmart Stores

Location BENTONVILLE, AR
Career Area Product Management
Job Function Product Management
Employment Type Regular/Permanent
Position Type Salary
Requisition WD1870445

What you'll do at

Position Summary...

What you'll do...

As a member of the Customer Care Product organization, you will help define and execute the strategy, priorities and roadmap of how customers, associates, and suppliers contact our stores, clubs, and distribution centers.

This is a unique opportunity to be part of a “once in a decade” journey as we are transforming customer service and its underlaying technology at Walmart from ground up to enable true omni channel customer care. Walmart receives millions of contacts from our Customers, Vendors, Suppliers, and Associates through voice and messaging channels. You get to be the creative problem solver for the Products that power this capability, handle volume at a scale only known to the largest retailer, and provide innovative features that care for our Customers.

This is an opportunity for a unique individual with a combination of product sensibility, technical expertise and the ability to build cross-functional partnerships to make a significant difference. This role will be reporting directly into the Director, Customer Care Product.

Responsibilities:

Contribute to and execute the multi-year Messaging channel strategy roadmap and vision, supporting Walmart’s current needs and deciding what Walmart should invest in to position itself for the future.
Drive the product discovery process for large complex, and/or ambiguous projects.
Be the subject matter expert on voice and digital contact products & technologies.
Evangelize Walmart’s CCaaS platform across the organization, drive integration with customers and partners and ensure desired positive impact is achieved
Build products and implementations with superior user experience, understand how customers interact with the experience & iterate on it. This work includes: Requirements writing, feature prioritization, user acceptance testing & feedback, and rollout.
Use analytical methods, tools and resources to identify areas of opportunity for our customer care, including cost savings, contact reduction and customer satisfaction.
Identify the drivers of critical metrics and KPIs and provide business recommendations accordingly
Facilitate communication and planning between your 4 In the Box: Business, Product, Design and Engineering. Ability to lead Customer Care Product direction with these audiences with confidence and authority.
Build strong relationships with stakeholders and end users of our Products. Drive consensus and deliver in a matrixed organization with multiple stakeholders.
You have strong project management skills that will enable to juggle multiple projects and long lists of requirements at the same time.
Promote and support company policies, procedures, mission, values, and standards of ethics and integrity

We are building a high-performance team and looking for others who will challenge us to become even better.

Come join an organization where you’ll have the opportunity to contribute significant impact by solving problems at a scale only available to the largest retailer in the world. At Walmart, the products you create are only bound by the scope of your imagination.

Minimum Qualifications

3+ years of relevant work experience in product management, ideally in a in Customer Service related role, owning and driving end-to-end product requirements across multiple technology teams.
Ability to lead, drive consensus and deliver in a matrix organization with multiple stakeholders. You are an expert in building partnerships.
A high degree of comfort with ambiguity - you are able to quickly develop hypotheses with limited information, test, measure and iterate
Self-motivated and willing to handle competing priorities in a fast-paced environment
Strong project management skills.
Metrics driven, can draw insights from large data sets to iterate over product quickly.
Ability to prioritize well, communicate clearly and understand how to drive a high level of focus and excellence with a strong, talented, opinionated team.
Experience delivering technology products/services in a high growth environment with a demonstrated ability to translate customer needs into business and product requirements.
Bachelor’s degree in Computer Science, Business Administration, Information Systems, or related field and 3+ years experience in product management, business systems analysis, business consulting, or related field.
Some travel may be required.

Preferred Qualifications:

Experience working on products and technology in the customer experience domain.
Experience working with contact center as a service platforms, telephony systems, natural language understanding and intent matching systems, automated contact distribution systems.

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 reimbursem*nt, 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.

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, engineering, or related area and 5 years’ experience in product management. Option 2: 7 years’ experience in product 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.

Master’s degree in Computer Science, Engineering, Business Administration, or related area and 4 years’ experience as a product manager, ideally working on consumer-facing, large-scale, highly complex B2B/C products, 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.

Masters: Business Administration, Masters: Computer Engineering, Masters: Computer Science

Primary Location...

2100 Se 5Th St., Bentonville, AR 72716-0000, 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.

With over 200 miles of trails, an emerging locally-sourced food scene, the world-renowned Crystal Bridges Museum—NWA has something for everyone.

All the benefits you need for you and your family

Multiple health plan options, including vision & dental plans for you & dependents
Financial benefits including 401(k), stock purchase plans, life insurance and more
Associate discounts in-store and online
Education assistance for Associate and dependents
Parental Leave
Pay during military service
Paid Time off - to include vacation, sick, parental
Short-term and long-term disability for when you can't work because of injury, illness, or childbirth

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 specific plan or program terms. For information about benefits and eligibility, see One.Walmart.com/Benefits.

On average, how long does it take to fill out an application?
On average, it takes 45-60 minutes to complete your application for the first time. Subsequent applications will take less time to apply as our system saves some of your application information. Please note that some positions require the completion of assessments in order to receive consideration for that role. Those would take additional time.
Can I change my application after submitting?
No, you cannot change your application after submitting, so please make sure that everything is finalized before you hit the submit button.
How do you protect my personal information?
Processing of information on paper is minimal, and Walmart processes application information using an applicant tracking system (ATS). Access to the data within the ATS is restricted to authorized personnel, and the system itself is held to high security standards by Walmart.
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Senior Product Manager - Omnichannel Intelligent Routing for Walmart Stores (2024)