What you'll do at
What you'll do...
Director, Technical Operations, Customer Care Defect Detection
Join Walmart's Customer Care organization as we build a legendary experience for Walmart's customers across our omnichannel platforms. This position sits within the Defect Detection team and leads our newly launched Andon Cord defect program from end-to-end. This program identifies defects impacting customers via data, triggers action to protect our customers from experiencing that defect and works cross functionally for defect elimination. In this role, you will work across the organization with various engineering, product, operations, and business teams to deliver customer experience protection mechanisms for our customers. You will learn the interworking of the largest retailer in the United States and contribute to our mission to deliver an unmatched customer experience.
Preference for a hybrid (work from home / office) role. We have offices in Hoboken, NJ (minutes to downtown NYC via public transit), San Bruno, CA, and Bentonville, AR. Office time will be centered on brainstorming sessions, developmental touchbases, team building activities, etc. Full time office space is available if desired.
An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.
- Lead the Andon Cord program from initial launch phase through fast-paced growth and largescale implementation. Develop plan to maximize program impact and integrate data-driven defect detection throughout the organization.
- Establish performance measurement baselines for all modules within the program and set goals and milestones for expansion to maximize P&L impact. Report on business results and trends in weekly business review meetings to senior leadership
- Guide the implementation and use of program management tools and development of processes to improve the throughput, efficiency, and effectiveness of programs; maintain high accuracy rate, low repeat rates, high resolution rates, and maintain SLA adherence
- Provide estimation/ budgeting inputs to Business cases, Annual Operating Plan AOPs/Long Range Plan -LRPs. Monitor cost expenditure for the program. Project the ROI of future programs.
- Communicate articulately and concisely in stakeholder meetings involving multiple teams. Convey complex information and address ambiguity for robust technology development leading to defect detection and elimination.
- Develop new organization-wide processes and ways of working related to one's domain of expertise. Teach and guide others on best practices.
- Build productive, collaborative relationships with stakeholders. Leverage strong foundation of business fundamentals, measurement, and business finance to influence stakeholders to take meaningful action with sound recommendations.
- Attract and maintain highly skilled and engaged workforce by diagnosing capability gaps; recruiting, selecting, and developing talent; supporting mentorship, development, and succession planning.
An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position.
- Culture Champion - Models the Walmart values to foster our culture; holds oneself and others accountable; and supports Walmart's commitment to communities, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.
- Embrace Change - Drives continuous improvements, supervises the adoption of new technology, and supports digital disruption in line with Walmart's business model.
- Deliver for the Customer- Delivers expected business results while putting the customer first and consistently applying an omnimerchant mindset and the EDLP and EDLC business models to all plans and initiatives.
- Make Informed Judgments - Uses relevant business metrics, analyses, and reports to measure, monitor, and improve performance. Looks beyond symptoms to determine the root causes of problems, and identify and implement applicable solutions.
- Focus on our Associates - Supports strategies and drives initiatives that attract and retain diverse and inclusive talent; builds high-performing teams; Creates a discipline and focus around developing talent, builds the talent pipeline, fosters an environment allowing everyone to bring their best selves to work
- Collaboration & Influence - Builds strong and trusting relationships with business partners; works collaboratively and cross-functionally to achieve objectives
The following physical activities are necessary to perform one or more essential functions of this position.
Observes associate, customer, or supplier behavior.
Presents information to small or large groups and individuals.
Communicates effectively in person or by using telecommunications equipment.
Visually verifies information, often in small print.
Reads information, often in small print.
Creates documents, reports, etc., using a writing instrument (such as a pencil or pen) or electronic device.
Enters and locates information on electronic device.Travel
Travel may be required periodically to perform one or more essential functions of this position.
Financial Management: Requires knowledge of: Financial Management tools and processes; Budgeting and internal and external program
Communication tools and processes To create, manage, monitor Program budget. Provide estimation/ budgeting inputs to Business cases, Annual
Operating Plan AOPs/Long Range Plan -LRPs. Monitor delivery schedules and cost expenditure for the program. Project the ROI of future programs.
Program Definition: Requires knowledge of: Program Management techniques, tools and frameworks; Benefits analysis; Program Planning tools and
techniques. To understand business requirements and priorities to define an integrated plan for implementation of largescale organizational program
(10+ vertical tracks). Define the charter, statement of work, module owners and performance measurement baselines for all modules within the
program. Apply understanding of operational and financial factors that drive organizational success and the interdependencies between business
functions to recommend solutions that work across business units/functions.
Influencing and Building Stakeholder Consensus: Requires knowledge of: Verbal/Non-verbal behaviors; Application and allocation of Business
Communication styles/techniques in ambiguous and challenging situations ; Communication channels/mediums; Interpersonal skills and universal
relationship building with ability to connect seemingly unconnected parties; Influencing styles. To communicate articulately and concisely in
stakeholder meetings involving multiple teams. Convey complex information and address ambiguity for robust technology development. Build
productive, collaborative relationships with stakeholders. Influence team and stakeholders to take meaningful action with sound recommendations.
Independently prepare clear, concise, logically structured and meaningful reports/material based on facts. Seek and provide constructive feedback,
anticipate needs/questions, respond appropriately.
Technology Landscape Awareness: Requires knowledge of: Understanding of technology strategy and its linkages to domain; Basic understanding of
existing and upcoming systems, technologies and trends; Product technical information; Basic understanding of domain specific market standards;
Basic understanding of methodologies and tools, processes, checkpoints. To develop, evaluate and implement proposed scenarios for projects and
initiatives. Provide Tech. insights to influence stakeholder decision making. Translate business unit/domain requirements into strategies, initiatives,
and projects and aligns them to business strategy and objectives, and drives the execution of deliverables. Demonstrate practical knowledge of
multiple business units/organizations. Build and articulate the business case and return on investment and delivers work that has demonstrable value.
Challenge technology assumptions on topics related to one's domain of expertise. Develop new organization-wide processes and ways of working
related to one's domain of expertise. Teach and guide others on best practices.
Program Estimation: Requires knowledge of: Program Estimation tools and techniques ; Risk Assessment and Mitigation tools and techniques. To
distribute allocated budget for the program across multiple projects and ensure optimum resource allocation. Identify potential risks for successful
completion of the programs. Design multiple response plans through scenario planning for the identified risks for multiple projects within the program.
Define measures and milestones for tracking and review of program success.
Program Monitoring and Control : Requires knowledge of: Program Monitoring and Control tools and processes; Internal and External program
Reporting and logging tools and processes To decompose performance metrics for the program into measures for different projects. Track progress
of the program and develop forecasts to overcome anticipated risks. Guide the implementation and use of program management tools and
development of processes to improve the throughput, efficiency, and effectiveness of programs.
Business Operations : Requires knowledge of: Organization KPIs; Assessment techniques. To design the organizations planning processes and
decision-making channels. Explain advantages and risks of using business simulations for critical business decisions. Explain business issues and
trends of own business unit as compared to other business units. Develop business cases for own function; reviews and critiques cases for other
functions. Demonstrate a big picture understanding of the business, its interrelationships, and priorities. Display strong foundation of business
fundamentals, measurement, and business finance.
Provides overall direction by analyzing business objectives and customer needs; developing, communicating, building support for, and implementing
business strategies, plans, and practices; analyzing costs and forecasts and incorporating them into business plans; determining and supporting
resource requirements; evaluating operational processes; measuring outcomes to ensure desired results; identifying and capitalizing on improvement
opportunities; promoting a customer environment; and demonstrating adaptability and sponsoring continuous learning.
Develops and implements strategies to attract and maintain a highly skilled and engaged workforce by diagnosing capability gaps; recruiting,
selecting, and developing talent; supporting mentorship, workforce development, and succession planning; and leveraging the capabilities of new and
Cultivates an environment where associates respect and adhere to company standards of integrity and ethics by integrating these values into all
programs and practices; developing consequences for violations or non-compliance; and supporting the Open Door Policy.
Develops and leverages internal and external partnerships and networks to maximize the achievement of business goals by sponsoring and leading
key community outreach and involvement initiatives; engaging key stakeholders in the development, execution, and evaluation of appropriate
business plans and initiatives; and supporting associate efforts in these areas.
Live our Values - Culture Champion - Models the Walmart values to foster our culture; holds oneself and others accountable; and supports Walmart's
commitment to communities, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and
Live our Values - Servant Leadership - Acts as an altruistic servant leader and is consistently humble, self-aware, honest, and transparent.
Embrace Change - Curiosity & Courage - Demonstrates curiosity and a growth mindset; fosters an environment that supports learning, innovation,
and intelligent risk-taking; and exhibits resilience in the face of setbacks.
Embrace Change - Digital Transformation & Change - Drives continuous improvements, supervises the adoption of new technology, and supports
digital disruption in line with Walmart's business model.
Deliver for the Customer - Customer Focus - Delivers expected business results while putting the customer first and consistently applying an omni merchant
mindset and the EDLP and EDLC business models to all plans and initiatives.
Deliver for the Customer - Strategic Thinking - Adopts a holistic perspective that considers data, analytics, customer insights, and different parts of the
business when making plans and implementing strategies.
Focus on our Associates - Diversity, Equity & Inclusion - Supports strategies and drives initiatives that attract and retain diverse and inclusive talent;
builds high-performing teams; embraces diversity in all its forms; and actively supports diversity goal programs.
Focus on our Associates - Collaboration & Influence - Builds strong and trusting relationships with team members and business partners; works
collaboratively and cross-functionally to achieve objectives; and communicates with energy and positivity to motivate, influence, and inspire
commitment and action.
Focus on our Associates - Talent Management - Creates a discipline and focus around developing talent, builds the talent pipeline, fosters an
environment allowing everyone to bring their best selves to work, empowers associates and partners to act in the best interest of the customer and
company, and regularly recognizes others' contributions and accomplishments.
At Walmart, we offer competitive pay as well as performance-based incentive 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.
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. For information about PTO, see https://one.walmart.com/notices .
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.
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. For information about benefits and eligibility, see One.Walmart at https://bit.ly/3iOOb1J .
The annual salary range for this position is $152,000.00-$228,000.00
Additional compensation includes annual or quarterly performance incentives.
Additional compensation for certain positions may also include:
- Regional Pay Zone (RPZ) (based on location)
- Stock equity incentivesMinimum 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 6 years' experience inproject management, program management, program operations, or related area.Option 2: 8 years' experience in project management, program management, program operations, or related area.
3 years' supervisory experience.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 5 years' experience in project management, program management, program operations, or related area.Primary Location...
121 River St, Hoboken, NJ 07030-5989, 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.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.Frequently asked questions
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