(USA) Principal Technical Program Manager - Tech

Position Summary...

Walmart's Customer Care Technology team is seeking a highly skilled and experienced Principal Technical Program Manager (TPM) to lead and drive our customer care technology initiatives. As a Principal TPM, you will play a critical role in shaping the future of customer care technology at Walmart, ensuring seamless execution of complex programs, and delivering exceptional customer experiences.

What you'll do...

In this role, you will lead the successful delivery of critical initiatives, end-to-end across product, engineering, and operations, to improve the experience of customers needing to contact Walmart.

Key responsibilities will include:

• Program Planning and Execution:Lead the end-to-end planning, execution, and delivery of large-scale technical programs. Develop detailed project plans, manage timelines, and ensure successful completion within scope, budget, and schedule.
• AI Domain Expertise:Leverage your expertise in artificial intelligence to drive the development and implementation of AI-powered solutions that enhance customer care operations. Collaborate with data scientists and engineers to integrate AI technologies into customer care platforms.
• Influential Communication:Communicate effectively with cross-functional teams, senior leadership, and stakeholders. Present program updates, articulate technical concepts, and influence decision-making processes to align with business goals.
• Data-Driven Decision Making:Utilize data analytics and insights to inform program strategies and decisions. Monitor key performance indicators (KPIs), analyze trends, and make data-driven recommendations to optimize program outcomes.
• Stakeholder Management:Build and maintain strong relationships with internal and external stakeholders. Ensure alignment of program objectives, manage expectations, and address any concerns or issues that arise.
• Business to Technology Translation:Break down business requirements into detailed technology requirements and actionable roadmaps. Ensure that technical solutions align with business objectives and drive value for the organization.
• Portfolio Prioritization:Prioritize and manage a portfolio of projects, ensuring alignment with strategic goals and resource availability in partnership with business and engineering. Drive informed decisions to balance short-term needs with long-term objectives.
• Continuous Process Improvement:Identify opportunities for process improvements and implement best practices to enhance program effectiveness and delivery velocity. Foster a culture of continuous improvement within the team.

Qualifications:

• Education:Bachelors degree in Computer Science, Engineering, or a related field. Masters degree preferred.
• Experience:10+ years of experience in technical program management, with a proven track record of successfully delivering complex technical outcomes.
• Program Planning and Execution:Demonstrated ability to plan and lead large-scale programs from inception to completion, with strong project management skills including risk management, issue detection and remediation, dependency management, and decision making.
• AI Domain Expertise:Understanding of AI technologies and their application in customer care. Experience working with AI/ML models, natural language processing, and related technologies.
• Influential Communication:Exceptional communication skills, both written and verbal, with the ability to influence and engage stakeholders at all levels and make the