(USA) Senior Manager, Project Management - CES Insights & Analytics

Position Summary...

Who we are..

Our Customer Engagement Services (CES) team, formerly the Walmart Care team, is leading big changes to improve both customer experience and business outcomes. We're using advanced technology, AI, and data to turn customer service into a key driver of impact—not just a support function. We’re helping leaders gain powerful customer insights, improve satisfaction, reduce issues, and cut costs—all aligned with Walmart’s Every Day Low Cost (EDLC) approach. As the Insights and Analytics (IA) team in CES, our mission is to turn customer interactions into actionable insights that shape strategy and deliver measurable results across the business.

What you'll do...

What you'll do...

We are seeking an experienced and strategic Sr. Manager of Program/Project Management to serve as the Chief of Staff for the CES Insights & Analytics team. This leader will partner closely with the Sr. Director to ensure smooth team operations, executional excellence, and high-impact delivery across a portfolio of initiatives. The ideal candidate is a structured thinker and detail-oriented program leader who thrives in dynamic, cross-functional environments and has a passion for enabling high-performing teams.

This role will focus on driving organizational alignment, program governance, communication cadence, and team engagement—while overseeing execution of CES IA’s most critical strategic initiatives.

Key Responsibilities

Strategic Governance and Standardization

• Design, implement, and evolve standardized processes, templates, and communication tools across CES IA.
• Support documentation standards for dashboards, business reviews, OKRs, and weekly updates.
• Ensure seamless coordination of WBR inputs, strategic artifacts, and internal leadership comms.

Program & Project Leadership

• Drive planning, execution, and tracking of CES IA team priorities
• Proactively identify risks, escalate blockers, and ensure timely delivery of cross-functional efforts.
• Partner with analytics, product, engineering, and ops teams to drive shared accountability.

Team Communication and Engagement

• Coordinate All Hands, showcase events, AES planning, and team milestone celebrations.
• Develop engagement trackers and retrospectives to continuously improve participation and sentiment.
• Enhance visibility and transparency through proactive internal communication routines.

Business Planning and Operational Support

• Provide operation support—driving alignment on goals, metrics, staffing plans, and delivery timelines.
• Manage key operating mechanisms and drive consistency in how updates and insights are shared across CES and partner teams.

Preferred Qualifications

Education:

Bachelor’s degree in Business, Engineering, Analytics, or related field; MBA or equivalent experience preferred.

Experience:

5+ years in program/project management, business operations, or strategic planning roles, preferably in data or tech-forward environments.

Skills:

• Deep experience with program governance, planning, and reporting frameworks
• Proven success managing cross-functional initiatives and leadership communications
• Strong project management discipline and fluency in tools, especially Jira, confluence.
• Excellent written and verbal communication skills, including storytelling with data
• Experience coordinating across matrixed teams and driving cultural engagement

Performance Indicators

• Consistency: Standard templates and workflows adopted across CES IA to reduce manua