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Senior Technology Operations, Process Improvement Specialist - Pea Ridge, United States - Walmart
Description
Position Summary...What you'll do...Want to define the future of CUSTOMER CARE ANALYTICS AND INSIGHTS at Fortune 1? Walmart will meet our customer and member needs:
where, when, and how they want. The CUSTOMER CARE ANALYTICS AND INSIGHTS team operates at the enterprise physical/digital nexus defining the future of retail. This is a transformative opportunity leading the strategic execution and delivery of key initiatives. We seamlessly work across the enterprise, at the epicenter of retail strategy, enabling executive and board level results.
As a Senior 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 leadershipExcellent written and verbal skills as well as prioritization and planning skills - with strong attention to detail.
Experience facilitating to large groups.The above information has been designed to indicate the general nature and level of work performed in the role.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
The full Job Description can be made available as part of the hiring process.About Walma rt CUSTOMER CARE ANALYTICS AND INSIGHTS Imagine working in an environment where one line of code can make life easier for hundreds of millions of people.
That's what we do at Walmart.We're a team of software engineers, data scientists, cybersecurity expert's and service professionals within the world's leading retailer who make an epic impact and are at the forefront of the next retail disruption.
People are why we innovate, and people power our innovations.We are people-led and tech-empowered.
We train our team in the skillsets of the future and bring in experts like you to help us grow.
We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career.
Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.
Benefits:
Benefits:
Beyond our great compensation package, you can receive incentive awards for your performance.
Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.
Equal Opportunity Employer:
Walmart, Inc. is an Equal Opportunity Employer
That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions - while being inclusive of all people.
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), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.? ? ? 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 .
? ? Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.
Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates.Tuition, books, and fees are completely paid for by Walmart.? 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 One.
Walmart . ? The annual salary range for this position is $80,000.00-$155,000.00? Additional compensation includes annual or quarterly performance bonuses.Stock Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no 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... Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Master'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 2 years' experience in project management, program management, program operations, or related area., We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly.
The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart's accessibility standards and guidelines for supporting an inclusive culture.
Primary Location Sw 8Th St, Bentonville, AR , United States of America
