Principal, Technical Program Manager

Position Summary...

What you'll do...

Are you passionate about driving transformative SRE programs that elevate the reliability, scalability, and efficiency of platforms supporting millions of Walmart customers and associates worldwide?

As a Principal Technical Program Manager in Customer Engagement Services (CES) Tech Org, you’ll lead and coordinate critical initiatives to enhance our infrastructure’s robustness and automation.

You’ll define program strategies, align operational priorities, and manage the end-to-end execution of projects that embed reliability best practices into our technology landscape. I

f you thrive on orchestrating reliability at scale, working with engineering, product, and business teams, and making an outsized impact through operational excellence, this is your opportunity to steer with vision and purpose.

The ideal candidate will have 10+ years of experience in technical program management within large-scale, highly available environments, demonstrating expertise in steering and delivering Site Reliability Engineering (SRE) initiatives that ensure operational excellence and resilience.

About Team: Customer Engagement Services - Technology

The CES team crafts best-in-class customer service experiences for hundreds of millions of Walmart customers and service agents across the globe. Our group of software engineers, SREs, and data scientists is at the frontier of GenAI technology in complex enterprise environments.

The CES Technology team is part of the Enterprise Business Systems organization in Walmart Global Tech. We partner closely with product, business, and UX teams to deliver significant, measurable business value.

Our mission is to help customers save money and live better—ensuring reliability is at the core of every experience.

What you'll do:

• Lead end-to-end SRE program management, driving the planning, execution, and delivery of initiatives focused on reliability, incident management, and operational automation.
• Develop and maintain SRE program roadmaps, timelines, and measurable outcomes, ensuring alignment with business objectives and technology strategy.
• Facilitate cross-functional collaboration across engineering, operations, product, and business teams to embed SRE practices into system design, deployment, and operations.
• Drive the adoption of observability, monitoring, and incident response frameworks that enable proactive detection, rapid resolution, and continuous improvement for critical customer service platforms.
• Assess reliability risks and develop mitigation strategies to ensure high availability, disaster recovery, and minimal business disruption.
• Define, track, and communicate SLIs, SLOs, and SLAs to stakeholders, fostering a shared understanding of reliability goals and progress.
• Oversee and drive blameless post-incident reviews and retrospectives, ensuring learnings are translated into actionable improvements and a culture of operational excellence.
• Report program status, reliability metrics, and impacts to leadership, ensuring visibility and alignment on priorities and results across the organization.

What you'll bring:

• 10+ years of experience managing large-scale, complex technical programs, with a strong focus in SRE, reliability, or cloud platform operations and optimizations.
• Proven success in defining, launching, and scaling SRE programs, including automation, monitoring, and incident management initiatives.
• Excellent judgment in balancing reliability, technical, and business priorities across diverse stakeholder groups.
• Deep expertise in program management methodologies, risk management, process optimization, and reliability engineering practices.
• Exceptional communication and collaboration skills, with a demonstrated ability to influence and unify engineering, business, and leadership teams around SRE objectives.
• Experience coaching and mentoring teams in SRE disciplines, fostering a culture of learning, accountability, and operational rigor.
• A growth mindset and eagerness to explore new technologies, frameworks, and practices that advance reliability and operational excellence at scale.

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include me