Staff Product Manager, Returns Customer Experience

4 weeks ago

Sunnyvale, United States Walmart Full time

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, ideas and opinions – while being inclusive of all people.


About the Job

Walmart U.S. eCommerce is looking for a strong staff product manager to join the Enterprise Returns product team to execute the product strategy, vision and roadmap for WFS returns experience and deliver omni-channel solutions that delight our customers and sellers and boost NPS.


This Product Manager will utilize data, analytics, customer and seller surveys to create returns product solutions for our WFS customers while incorporating requirements from internal stakeholders (Logistics, Customer Care, Operations & Finance and Returns Experience) and third-party sellers. This product manager will also lead the product effort for complex, cross-functional, and highly visible strategic return initiatives.


This returns experience product manager will be skilled at engaging and communicating to senior leaders across multiple domains, as well as dive deep into details when needed to define solutions. The breadth of engagement for this role functionally spans product management and engineering, marketplace business, strategy, supply chain, retail merchandising, marketing, customer and store operations & analytics.


This position reports to the Director, Product Management for Returns Experience of Walmart U.S. eCommerce.



Job Responsibilities:

  • Drive the product strategy and roadmap for key returns initiatives for Walmart WFS customers and third-party sellers that boost NPS.
  • Deploy analytical methods, tools and resources to identify areas of opportunity for customer returns, including cost savings for customers and sellers.
  • Drive transformational initiatives to achieve major financial goals and KPIs. Build sustainable products for third-party sellers to support Walmart WFS growth and make it easier for them to process customer returns.
  • Manage applicable system solutions for returns and ensure end to end ownership of solutions by working with relevant cross-functional groups.
  • Partner with the product teams in retail and stores to incorporate customer feedback into product development and improvement.
  • Work cross-functionally across multiple locations so communication, collaboration, and organization are key to your success.
  • Be the customer: Gain a deep understanding of how to connect with and develop amazing experiences for customers/sellers


Preferred Qualifications

  • Bachelor's degree required, business, or engineering preferred. MBA from top business school preferred.
  • 5+ years of experience in product management, business consulting, supply chain or related field
  • Product experience driving product vision and roadmap with a track record of leading teams to deploy innovative solutions that deliver measurable results at scale.
  • Knowledge of technical solutions used in e-commerce space and familiarity with system architecture, API’s and data science.
  • Understanding of agile methodology, reverse logistics systems and customer care tools and interactions.
  • Experience in an online marketplace.
  • Experience in leading cross functional teams to solve complex business problems and deploy innovative solutions
  • Excellent written and verbal communication

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