Manager, Operations (LocalFinds Program Management, Seller & Customer Support)

Position Summary...

What you'll do...

About LocalFinds:

Walmart LocalFinds is a platform designed to connect shoppers with local businesses by enabling direct pickup and delivery from sellers' physical stores. Paired with Walmart's last-mile delivery network, it aims to provide speedy deliveries and support local merchants. The service launched in the fall of 2024 in Atlanta and Dallas, with plans to expand to other cities.

What You Will do:

Want to use your strategic thinking, operational excellence, and customer obsession to create, measure, and optimize the post-purchase experience for a new local ecommerce shopping experience within Walmart’s ecosystem?

The Walmart LocalFinds team is looking for a strategic manager with expertise in customer/partner support in an on-demand three-sided marketplace setting to help define and improve order fulfillment and reliability to deliver a best-in-class customer experience. They will develop a deep understanding of the post-purchase customer and partner journey flows, manage and help define KPIs and goals to monitor and improve CSAT, and develop the North Star vision as the business scales. They will partner closely with our customer and partner support teams to create, deploy, and manage support flows and optimize processes that will enable consistent support at scale. They will work directly with Product teams to define the post-purchase roadmap, prioritize features and requirements, and program manage testing and rollouts as we build toward our North Star experience.

You’ll make an Impact by

• Help build the foundations and execute on the North Star vision to deliver best-in-class delivery experiences for our Customers.
• Becoming an invaluable thought partner to internal stakeholders by communicating top priorities, challenges, and risks, articulating the “why” behind it all, and rooting recommendations firmly in data.
• Exhibiting a growth mindset and ability to operate in ambiguous environments in a highly matrixed org.

Qualifications

• 3-5 years related experience in Consulting, Business Operations, Strategy, or related field
• Deep understanding of customer and partner support best practices and metrics
• Experience building and documenting support flows for both customers and partners (preferably in a B2C environment), creating KPIs and support matrixes, using data to optimize processes/systems, and working cross functionally with support teams
• Experience working directly with product teams to define business requirements throughout the entire lifecycle of a product (MVP through maturity)
• Experience in local eCommerce or an on-demand marketplace
• Experience integrating Walmart support for channel partners and enterprise clients
• Self-starter with analytical skills (SQL, Tableau, Looker experience preferred)
• Ability to distill complex ideas into simple terms and frameworks
• Highly organized, experience program managing complex initiatives across stakeholders (business, tech, and marketing) to manage timelines and deliver results. Conveys a sense of urgency to motivate others and achieve goals.
• Demonstrates creativity and flexibility in the face of change, obstacles, competing demands and priorities. You can work seamlessly in a fast-paced environment, managing several priorities and staying organized throughout

You Will Be Successful If

• You’re customer obsessed. You have experience developing and optimizing new customer and seller experiences within tech, ideally marketplace businesses
• You think end-to-end and have deep experience charting detailed new processes, thinking through second and third-o