Customer Experience Leader

1 month ago

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

We are seeking a highly skilled and experienced professional to lead our Omni Fulfillment Experience Team. As a key member of our eCommerce business team, you will be responsible for delivering post transaction fulfillment propositions that drive customer retention, revenue growth, and profit for our eCommerce business.

You will work closely with multiple stakeholders across the business, including Product, Supply Chain, Store Operations, Customer Care, Finance, and others to identify opportunities, solve problems, and develop new propositions that drive value for our customers.

This is a high-visibility role that requires a strong leader who can thrive in a dynamic and agile environment. You will need to be comfortable working through ambiguity, defining direction for your cross-functional teams, and being ready to roll up your sleeves to execute.

Key Responsibilities
  • Lead initiatives focused on customer experience and self-service, minimizing customer effort and enabling an empowering experience for our customers.
  • Own roadmaps and collaborate with Product and Technology teams to deliver best-in-class solutions for a frictionless and consistent experience.
  • Be an advocate for the customer experience and defect elimination, using research to understand customer needs and pain points.
  • Build strategic roadmaps and work across business owners, product management, UX, and engineering teams to improve our products and promote a customer- and defect-obsessed mindset.
  • Tie it all together by diving into analytics to measure performance and apply insights back into the business and products.
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.
What We Offer

We offer a competitive salary range of $90,000.00-$180,000.00, plus additional compensation including annual or quarterly performance bonuses. We also offer a range of benefits, including 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and more.

As a Walmart associate, you will have access to our Live Better U education benefit program, which provides tuition, books, and fees for full-time and part-time associates in Walmart and Sam's Club facilities.

We are an Equal Opportunity Employer - By Choice, and we believe that understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas, and opinions- while being inclusive of all people is key to helping our associates, customers, and the communities we serve live better.

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