Senior Business Strategy Manager, Omni Fulfillment Experience

4 weeks ago

Bentonville, Arkansas, United States Walmart Full time
About the Role

We are seeking a customer-obsessed leader who thrives in ambiguity and change, with a passion for data-based analysis. This role will lead initiatives focused on customer experience and self-service, minimizing customer effort and enabling an empowering experience for our customers.

Key Responsibilities
  1. Project Identification and Prioritization: Identify and address improvement opportunities, demonstrating adaptability and promoting continuous improvement.
  2. Benefit Quantification: Create the case for change through analysis of financial and operational metrics, customer data, and competitive benchmarking.
  3. Roadmap Ownership: Develop roadmaps to deliver self-service capabilities across the order life cycle in areas such as order tracking & visibility, returns & exchanges, or canceling & editing orders.
  4. Collaboration: Define and lead requirements with key partners (product management, design, and engineering), championing experience improvements, sharing best practices and promoting standardization across the customer experience.
  5. Results and Accountability: Define business objectives and measure progress in achieving results, demonstrating strong commitment towards goals and driving complex projects focused on reducing customer contacts, improving cost, quality, customer experience, and delivering bottom line savings.
Requirements
  • 5 years of experience in business or product operations & strategy, process improvement, or related fields.
  • Strong oral and written communication skills, including the ability to develop and deliver complex messages in a simple, actionable way.
  • Strong analytical skills, creative problem-solver that can leverage sources of information from disparate sources and deliver comprehensive, balanced, and actionable analysis.
  • Proven ability to bridge data with business insights to drive relevant, actionable output.
  • Team player who is a self-starter and able to thrive in a dynamic, results-oriented environment.
  • Customer-centric & curious, passionate about improving the Walmart customer experience.
  • Previous eCommerce or Retail experience; operations or customer experience roles a plus.
About Walmart

Walmart's Omni Fulfillment Experience team is committed to identifying and visualizing customer defects and friction, and to elevating the voice of the customer to drive meaningful improvements. This role will underpin efforts to transform customers' Walmart shopping experience by making customer data and insights easy to access and understand, and by identifying and measuring customer experience improvement opportunities.

We are looking for a customer- and data-obsessed individual who thrives in ambiguity, has innate curiosity to explore and learn, and has a passion for data. The work you lead will touch millions of customers across our online and stores experiences.

Our team has broad reach, high exposure, and deep impact. We work cross-functionally across many areas of the business (think: supply chain, store operations, product, marketing, finance, customer care) and get a unique view of what it takes to run a successful omni-channel retailer.

We are Walmart eCommerce - the team shaping the future of online shopping by defining the global online marketplace that influences millions of shoppers daily. We bring a passion and expertise that is unmatched, and our efforts have an epic impact on the world around us, both inside and outside of work.

With colleagues across the nation, we strive to create a sense of belonging and embrace diversity in all forms, with no shortage of guidance and support for you as you grow and develop your career here.

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