Manager, Operations - Shopping & Delivery, Fulfillment

Position Summary...
What you'll do...
On Demand Delivery
As a part of On Demand Delivery, you'll join a rapidly growing team focused on building a best-in-class customer and shopper experience for Walmart's Shopping and Delivery propositions, where drivers on the Spark Driver™ app shop and deliver orders to our customers.
What You'll Drive

• Own the strategic roadmap to shop and deliver more items to our customers, ensuring customers get the items they want and are able to make changes to their orders when those items aren't available.
• Drive improvements to key operational KPIs (e.g., refunds, customer contacts) through leading relevant initiatives from planning to implementation (e.g., enhancing agent training, improving self-serve resources, and building new live chat functionality)
• Learn the ins-and-outs of the customer and shopper experience, mapping out current and future state journeys for Shopping & Delivery orders
• Dig into customer, shopper, and competitive insights to identify and prioritize top pain points and areas of opportunity
• Conduct root cause analyses and size the impact of future initiatives on Customer NPS, GMV, cost, retention, etc.
• Launch new processes and product features, partnering with Business and Product stakeholders across On Demand Delivery, eComm, W+, Store Ops, and Customer Insights & Strategy to design a cohesive end-to-end customer experience across all orders
• Work with Analytics to understand the impact of new processes and product features.
• Own and report on journey specific OKRs and KPIs

What You'll Need

• 3-5 years of experience working in business or product operations, strategy, management consulting, and/or customer insights roles
• Experience working in eCommerce, retail, and/or last mile delivery environments
• Proficiency with analytical tools and dashboards (e.g., SQL, Tableau, PowerBI, Looker)
• Customer obsession with a strong desire to understand customer expectations, behaviors, and satisfaction drivers within the on demand delivery experience
• Storytelling skills to translate qualitative and quantitative insights into a cohesive "so what"
• Independent, start-up mentality to own initiatives from start to finish.

Core Values & Competencies:

• Culture Champion: Uphold Walmart values and ensure ethical standards.
• Servant Leadership: Adopt a transparent, honest, and self-aware approach.
• Curiosity & Courage: Foster a growth mindset and resilience.
• Digital Transformation & Change: Encourage continuous digital evolution.
• Customer Focus: Maintain an unyielding focus on customer-first approach and strategic thinking.
• Focus on our Associates: Prioritize diversity, collaboration, and talent management.

At Walmart, we offer competitive pay as well as performance-based incentive 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 https://one.walmart.com/notices .
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 at https://bit.ly/3iOOb1J .
The annual salary range for this position is $84,000.00-$156,000.00
Additional compensation includes annual or quarterly performance incentives.
Additional compensation for certain positions may also include:

• Regional Pay Zone (RPZ) (based on location)

• Stock equity incentives

Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications: Bachelor's degree in Business Administration, Engineering, Operations , or related field and 2 years' experience in operations, project management, or related area OR 4 years' experience in operations, project management, or related area.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Supervising Associates
Masters: Economics
Project Management - Project Management Professional - Certification
Primary Location...
221 RIVER ST, HOBOKEN, NJ 07030, United States of America