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Senior Product Manager - Site Fundamentals

Company: Wal-Mart
Location: San Bruno
Posted on: June 7, 2021

Job Description:

Position Summary...

What you'll do...

About the Team

The Customer Product team builds products to enhance the experience for millions of customers. You'll leverage the best and latest tools to facilitate remote teams and work with teams who develop experiences that have changed the industry including the mobile app, online grocery experience, curbside, or Delivery Unlimited. Innovating on the world's biggest stage, you'll get to deliver customer-centric solutions before they walk in the door, after they purchase, and every step in between. This is that place. This is Walmart.

The Customer Care team plays a key role in shaping the future of our customer experience for US eCommerce customers of Walmart.com, Walmart Stores US and other affiliated brands like Shoes and Art.com by recommending and championing products, processes and solutions to improve Customer Care systems with a focus on Service CRM.

As a member of this team, the Senior Product Manager will help define the strategy, priorities and roadmap of support systems functionality for Customer Service Technology Solutions. This is an opportunity for a unique individual with a combination of product sensibility, technical expertise and the ability to build cross-functional partnerships to make a significant difference. This role will be reporting directly into the Senior Manager, Customer Care Product.

You'll make an impact by:

  • Building products with superior user experience (mostly for our customer service agents), understanding how customers interact with the experience & iterate on it.
  • Being the subject matter expert on Customer Care CRM Product & Technology.
  • Developing and championing product vision, strategy, and roadmap for the Customer Care product area in support of corporate goals and objectives.
  • Ensuring analytical methods, tools and resources are in place to identify areas of opportunity for our customer care agents, including cost savings, contact reduction and customer satisfaction.
  • Defining and driving the execution of a complex roadmap for Service CRM.
  • Driving the product discovery process for large complex, and/or ambiguous projects.
  • Driving consensus and delivering in a matrixed organization with multiple stakeholders.
  • Facilitating communication and planning between Customer Care Operations team, CX Product and Engineering, Stores Care teams.
  • Building strong relationships with stakeholders and end users of our Products.
  • Promoting and supporting company policies, procedures, mission, values, and standards of ethics and integrity

You'll sweep us off our feet if

  • You have product management experience, ideally in a in Customer Service related role, owning and driving end-to-end product requirements across multiple technology teams.
  • Ability to lead, drive consensus and deliver in a matrix organization with multiple stakeholders.
  • You are an expert in building partnerships.
  • You have strong project management skills that will enable you to juggle multiple projects and long lists of requirements at the same time.
  • Metrics driven, can draw insights from large data sets to iterate over product quickly.
  • Ability to prioritize well, communicate clearly and understand how to drive a high level of focus and excellence across teams.
  • Experience delivering technology products/services in a high growth environment with a demonstrated ability to translate customer needs into business and product requirements.

Preferred Qualifications

  • CS / Technical and/or Analytics background
  • Previous eComm experience
  • Have previously launched or been involved in launching cradle-to-grave product

Perks and Benefits

Beyond competitive pay, 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.

Who We Are

Join Walmart and your work could help over 275 million global customers live better every week. Yes, we are the Fortune #1 company. But you'll quickly find we're a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world's most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement. From day one, you'll be empowered and equipped to do the best work of your life.

Walmart, Inc. is an Equal Opportunity Employer - By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions - while being inclusive of all people.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Bachelor of Science and 4 years' product management experience OR Master of Science and 1 years' product management experience.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

About Walmart

At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability-and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries-all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?

Walmart, Inc. is an Equal Opportunity Employer - By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity - unique styles, experiences, identities, ideas and opinions - while being inclusive of all people.

Hello, Silicon Valley

You don't have to choose between your career and your lifestyle. In Silicon Valley, you can have both.

Discover Silicon Valley

  • Beauty

Fioli Gardens, Woodside

View an art exhibit, take a nature hike, explore the historic Filoli House, or take a class at this gorgeous 654-acre property.

  • Art

SFMOMA

Get your art fix at this internationally recognized collection of over 30,000 works of modern and contemporary art.

  • Education

Computer History Museum

Large-scale exhibits, an acclaimed speaker series, docent-led tours and an award-winning education program bring computer history to life.

  • Purpose

The Dish

Hike or jog throughout the year on terrain dedicated to academic programs, environmental restoration and habitat conservation.

  • Explore

Golden Gate Park, SF

Events, attractions, meadows, lakes, and a Japanese Tea Garden provide for a true escape, without leaving the city.

  • Imagine

The Tech Museum

This family-friendly interactive science and technology center in San Jose provides a glimpse into the most inventive place on Earth - Silicon Valley.

  • Shop

Santana Row - San Jose

Stylish boutiques, world-class shopping, and delectable cuisine = a San Jose shopping trifecta.

  • Disconnect

Pacifica State Beach

Learn to surf or visit the "World's Most Scenic Taco Bell" at this 0.75 mile long crescent shaped escape, a symbol of successful habitat restoration.

  • Reflect

Golden Gate Cemetery

This national cemetery comprises 161 acres dedicated to all the members of the armed forces who served our country.

All the benefits you need for you and your family

  • Multiple health plan options, including vision & dental plans for you & dependents
  • Financial benefits including 401(k), stock purchase plans, life insurance and more
  • Associate discounts in-store and online
  • Education assistance for Associate and dependents
  • Parental Leave
  • Pay during military service
  • Paid Time off - to include vacation, sick, parental
  • Short-term and long-term disability for when you can't work because of injury, illness, or childbirth

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 specific plan or program terms. For information about benefits and eligibility, see One.Walmart.com/Benefits.

Frequently asked questions

  • On average, how long does it take to fill out an application?

On average, it takes 45-60 minutes to complete your application for the first time. Subsequent applications will take less time to apply as our system saves some of your application information. Please note that some positions require the completion of assessments in order to receive consideration for that role. Those would take additional time.

  • Can I change my application after submitting?

No, you cannot change your application after submitting, so please make sure that everything is finalized before you hit the submit button.

  • How do you protect my personal information?

Processing of information on paper is minimal, and Walmart processes application information using an applicant tracking system (ATS). Access to the data within the ATS is restricted to authorized personnel, and the system itself is held to high security standards by Walmart.

  • What are the recommended Internet Browsers for applying for open roles?
  • Internet Explorer 8.0+
  • Firefox 4.0+
  • Safari 4.0+
  • Chrome 12+

See All FAQs

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Keywords: Wal-Mart, San Bruno , Senior Product Manager - Site Fundamentals, Other , San Bruno, California

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