Walmart USA Senior Technology Operations 

United States, Arkansas, Bentonville 

692383967

What you'll do...

As a technology operations manager, you will:

• Own the performance of a guided workflows that assist agents in resolving customer problems.
• Improve the performance of average handling time (AHT), repeat contacts (RCR) and Customer Satisfaction Scores (CSAT) for the workflows you own.
• Become the SME (subject matter expert) in contact resolution paths for our customers in the workflows you own.
• Deliver improvements as process maps that feed into product user stories for engineering implementation.
• Develop and maintain project plans and manage project schedule; collaborate effectively across teams (L&D, Product, Ops, UX) to define strategy, goals, and commitment to timeline and deliverables.
• Assess impact of upcoming projects.
• Perform audits, including internal testing to ensure quality of guided workflows; write basic SQL queries to pull sample orders for quality testing.
• Analyze problems, identify issues, summarize findings, and recommend courses of actions.
• Provide mechanisms to capture baseline data before and after project launches.
• Perform critical thinking and problem solving – evaluating alternatives, and identifies solutions using systematic, multi-step approaches.

Basic Qualifications:

• Comfortable working in a highly ambiguous environment.
• Ability to navigate obstacles and find path forward.
• Ability to handle responsibilities independently, while exercising good judgment in problem solving and keeping team members adequately informed.
• Experience in or demonstrated ability to lead people/teams without formal authority and earn trust with teams of all levels.
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Excellent written and verbal skills as well as prioritization and planning skills – with strong attention to detail.
• Experience facilitating to large groups.

You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

For information about PTO, see

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

For information about benefits and eligibility, see

The annual salary range for this position is $80,000.00-$155,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include: - Stock Minimum Qualifications...

Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 3 years’ experience in project management, program management, program operations, or related area.Option 2: 5 years’ experience in project management, program management, program operations, or related area.
Preferred Qualifications...

608 SW 8TH ST, BENTONVILLE, AR 72712-6207, United States of America