Senior Technology Operations

Position Summary...

Join Us in Transforming Customer Engagement Services at Walmart!
Are you ready to be part of an exciting transformation at Walmart? Our Customer Engagement Services team is at the forefront of delivering massive changes for our customers and the business. With ambitious goals, we are leveraging cutting-edge technology, innovating in AI, and data-driven insights to revolutionize customer experiences.

Beyond Operations: Driving Business Impact
Customer Service used to be just about solving problems. At Walmart, it's now a game-changer. We're driving business impact and giving leaders unparalleled customer insights through advanced tech and data analytics. These improvements will drive increased customer satisfaction, reduce defects, and lower costs, supporting Walmart's Every Day Low Cost (EDLC) vision. We are looking for a passionate leader to join us in this journey and help drive this forward. If you're excited about making a significant impact in a dynamic and innovative environment, we want to hear from you!

What you'll do...

What you'll do...
Workflow Architecture & Execution

• Contribute to the design and maintenance of scalable, cross-functional workflows that enhance consistency and drive operational efficiency.
• Collaborate with cross-functional teams to define deliverables, clarify roles and responsibilities, and track performance against success metrics.
• Act as a workflow subject matter expert, providing insight and guidance to teams to support execution and continuous improvement.
• Foster a culture of shared ownership, innovation, and operational excellence across project and program teams.

Process Improvement & Defect Reduction

• Identify and analyze operational gaps, inefficiencies, and defects through data and stakeholder feedback.
• Recommend and support implementation of improvements using predictive analytics, root cause analysis, and continuous improvement practices.
• Work alongside process owners to define and document best practices, standardize operations, and monitor outcomes over time.
• Contribute to building a forward-thinking, improvement-driven team culture by sharing insights, facilitating retrospectives, and advocating for scalable solutions.

Knowledge-Based Management & AI-First Ecosystem

• Help evolve a centralized, AI-first knowledge management ecosystem to improve self-service, agent support, and decision-making.
• Collaborate with engineering and product teams to integrate intelligent systems across support channels like IVR, chat, and CRM.
• Contribute to content development, prompt refinement, and documentation governance that supports consistent knowledge delivery.
• Serve as a knowledge ambassador by curating, optimizing, and championing tools and systems that reduce friction and increase effectiveness.

Cross-Functional Collaboration & Strategic Execution

• Translate business goals into actionable initiatives through effective planning and coordination across technical and operational stakeholders.
• Build strong partnerships across teams to align on priorities, requirements, and delivery timelines.
• Support the rollout of new tools, systems, and workflows by helping coordinate testing, change communication, and feedback loops.
• Proactively monitor project progress, surface risks or blockers, and recommend adjustments to keep initiatives on track.

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 medical, vision and dental coverage. Financial benefits include 401(k), sto