Manager, Program Management (Support)

Position Summary...

Walmart Data Ventures is seeking an experienced Manager, Support Program Management to lead the evolution, maturity, and long-term roadmap of our customer support ecosystem. This role is central to transforming how customers and internal stakeholders engage with support by leveraging the ServiceNow Customer Service Management (CSM) module as the foundational platform.

This is a highly strategic role that goes beyond delivery. You will be expected to deeply understand what is possible—and not possible—within the ServiceNow CSM ecosystem, guide platform-informed decision making, and translate business and product needs into a scalable, durable support roadmap. You will serve as the connective tissue between product, engineering, support operations, and business teams, ensuring the support ecosystem evolves in lockstep with Walmart Data Ventures’ product strategy.

Following initial deployment, you will own the ongoing program management of the support ecosystem, including roadmap planning, enhancement prioritization, platform governance, and continuous improvement to meet changing product capabilities and customer needs.

What you'll do...

ServiceNow CSM Ecosystem Leadership

• Act as the program owner for the ServiceNow CSM support ecosystem, with a strong working knowledge of CSM capabilities, constraints, and integration patterns.
• Partner closely with platform engineering, consultants, and technical teams to design, deploy, and evolve a modern, scalable support infrastructure grounded in ServiceNow best practices.
• Ensure platform decisions are informed by a clear understanding of out-of-the-box vs. customized functionality, technical debt tradeoffs, and long-term maintainability.

Roadmapping & Strategic Planning

• Define and maintain a multi-horizon roadmap for the support ecosystem, including:
• Where the ServiceNow ecosystem has been
• What is planned next (near- and mid-term enhancements)
• Where the platform is headed long term to support future Data Ventures products and customers
• Align roadmap priorities with product releases, customer experience goals, and enterprise platform strategies.
• Lead quarterly intake, prioritization, and planning cycles for ecosystem enhancements and requirements.

Program & Project Management Excellence

• Develop and execute detailed program plans, schedules, and delivery frameworks using modern project and program management tools (e.g., Jira, Airtable).
• Identify and manage critical path activities, cross-functional dependencies, and delivery risks.
• Track and analyze program metrics to drive accountability, transparency, and predictable outcomes.
• Proactively escalate risks and issues, ensuring timely mitigation and stakeholder alignment.

Process, Knowledge & Change Management

• Drive support process design and optimization, including case management, knowledge management, and escalation workflows.
• Champion and help operationalize Knowledge-Centered Support (KCS) methodologies within the ServiceNow environment.
• Lead change management efforts to ensure successful adoption of new tools, processes, and ways of working across teams.

Data, Reporting & Executive Communication

• Ensure support data, workflows, and knowledge assets are accurate, reliable, and usable for operational and strategic decision making.
• Develop executive-ready reporting and narratives that communicate ecosystem health, progress against roadmap, and value delivered.
• Provide clear perspectives on tradeoffs, constraints, and opportunities within the ServiceNow ecosystem.

Cross-Functional Exposure This role works closely with and has broad exposure across:

• Product Management
• Engineering & Platform Teams
• Support Operations
• Marketing & Training
• Account Management & Business Development
• Internal Walmart stakeholders

You Will Sweep Us Off Our Feet If You…

• Have hands-on experience developing, deploying, and operating customer support ecosystems in ServiceNow CSM, with a strong understanding of platform capabilities and limitations.
• Are comfortable translating between business needs and technical platform realities.
• Have led or supported roa