Senior Manager, Operations, Customer Delivery Experience

Position Summary...

What you'll do...

Want to use your creativity, critical thinking, and customer obsession to influence the future of eCommerce? The Senior Manager, Operations– Customer Experience will own the vision, strategy, and execution for how delivery can be a lever to win retail.  This leader will develop a deep understanding of our gig delivery app and how backend platform capabilities can create frontend, frictionless and engaging, shopping and delivery experiences. They will develop an equally deep understanding of the Walmart customers that they are building for. They will develop and drive key strategic initiatives, shape the product and tooling roadmap, manage key cross-functional partnerships, and focus on optimization and continuous improvement of the operation to scale and accelerate Walmart as the top wallet destination among U.S. households.

You'll sweep us off our feet if...

• You understand the gig industry landscape and the connection between Retail eCommerce and the Last Mile Delivery network.

• You're a visionary...constantly looking for ways to set us apart from the competition, spotting new and innovative technology that can make shopping experience easy, convenient, and fun.

• You're a strategic problem-solver...breaking down complex and ambiguous issues, formulating and testing hypotheses, developing, and communicating recommendations.

• You're an inspiring communicator...leading broad strategic initiatives isn't easy, but you educate and motivate others to move forward through effective structured communication and storytelling.

• You build trust quickly and lead by influence...creating sustainable business impact through cross-functional partnership, as well as end-to-end ownership.

• You are data driven and leverage insights...to make informed and impactful decisions and know how to articulate to influencing business strategy, gain stakeholder buy-in and drive action.

• You believe in “one team, one dream” and prioritize the collective success of the team and are quick to jump in, help, mentor, and coach your fellow team members.

You'll Make an Impact By:

• Representing Voice of Delivery Customer by understanding the unique customer needs to consistently deliver an outstanding shopping and delivery experience and unlock full potential of deepening Walmart's relationship with its customers.

• Executing go-to-market strategies for new capabilities and managing scaling efforts to go from MVP to best-in-class.

• Exhibiting both an entrepreneurial growth mindset balanced with a continuous improvement mindset by designing operational frameworks and critical customer feedback mechanisms to consistently raise the bar for customers.

• Agility to successfully navigate hyper-growth, and sometimes ambiguous environments, with multiple cross-functional stakeholders to drive best-in-class, coherent and consistent customer experiences across Walmart.

• Becoming an invaluable strategic partner to internal stakeholders representing the business by communicating top priorities, challenges and risks and articulating the ‘why’ behind it all to make forward-progress.

What You'll Need

• 3-5+ years of experience in consumer-focused business operations and strategy work

• Strong customer obsession focused on building the right experience for our customer

• 2+ years related experience with Business/Product Operations, Supply Chain/Logistics, or related field.

• Self-starter with analytical skills, able to identify problems and/or opportunities for improvement, assesses viable solutions, and develops and executes complex projects and comprehensive action plans.

• Uses relevant business metrics, analyses, and reports to measure, monitor, and improve performance. Identifies and applies sound, fact-based criteria in setting priorities and making decisions that roll up to the broader company vision.

• Highly organized and self-motivated with distinctive problem-solving capabilities.

• Able to deal tactfully, respectfully, and effectively with a diverse array of individuals; develops and communicates logical, convincing reasons, including lessons learned, to build support for one's viewpoints and actions. Involves others in decisions and plans that affect them, when appropriate.

• Equally comfortable devising strategic initiatives and operationalizing tactical projects and willing to get hands dirty to make forward progress.

• Proven track record in building and scaling new capabilities and strategic initiatives.

• Demonstrates creativity and strength in the face of change, obstacles, or adversity, and agility adapting to competi