Staff Product Manager Customer Care Product - Omnichannel Intelligent Routing Contact Center
What you'll do
Customer Care plays a key role in shaping the future of our customer experience for Walmart.com Walmart Stores and other affiliated brands like Hayneedle Bonobos Moosejaw and Art.com by recommending and championing products processes and solutions to improve Customer Care systems with a focus on Walmarts Omnichannel Intelligent Routing Contact Center.
As a Senior member of the Customer Care Product organization you will help define the strategy priorities and roadmap of support systems functionality for Customer Service Technology Solutions.
This is a unique opportunity to be part of a once in a decade journey as we are transforming customer service and its underlaying technology at Walmart from ground up to enable true omni channel customer care. Walmart receives millions of contacts from our Customers Vendors Suppliers and Associates through voice and messaging channels. You get to be the creative problem solver for the Products that power this capability handle volume at a scale only known to the largest retailer and provide innovative features that care for our Customers.
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 Director of Customer Care Product.
Responsibilities:
Define and execute the multi-year Messaging channel strategy roadmap and vision supporting Walmarts current needs and deciding what Walmart should invest in to position itself for the future.
Drive the product discovery process for large complex and/or ambiguous projects.
Be the subject matter expert on Omnichannel Contact Center Product Technology.
Evangelize Walmarts Omnichannel Contact Center across the organization drive integration with customers and partners and ensure desired positive impact is achieved
Build products with superior user experience understand how customers interact with the experience iterate on it. This work may include: Requirements writing feature prioritization user acceptance testing feedback and rollout.
Ensure analytical methods tools and resources are in place to identify areas of opportunity for our customer care including cost savings contact reduction and customer satisfaction.
Identify the drivers of critical metrics and KPIs and provide business recommendations accordingly
Facilitate communication and planning between your 4 In the Box: Customer Care Operations team CX Product Design and Engineering. Ability to lead Customer Care Product direction with these audiences with confidence and authority.
Build strong relationships with stakeholders and end users of our Products. Drive consensus and deliver in a matrixed organization with multiple stakeholders.
You have strong project management skills that will enable to juggle multiple projects and long lists of requirements at the same time.
Promote and support company policies procedures mission values and standards of ethics and integrity
We are building a high-performance team and looking for others who will challenge us to become even better.
Come join an organization where youll have the opportunity to contribute significant impact by solving problems at a scale only available to the largest retailer in the world. At Walmart the products you create are only bound by the scope of your imagination.
Minimum Qualifications
5 years of relevant work experience in product management ideally in a in Customer Service related role owning and driving end-to-end product requirements across multiple technology teams.
Strong understanding of the Customer Service Product domain.
Ability to lead drive consensus and deliver in a matrix organization with multiple stakeholders. You are an expert in building partnerships.
A high degree of comfort with ambiguity - you are able to quickly develop hypotheses with limited information test measure and iterate
Self-motivated and willing to handle competing priorities in a fast-paced environment
Strong project management skills.
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 with a strong talented opinionated team.
Experience delivering technology products/services in a high growth environment with a demonstrated ability to translate customer needs into business and product requirements.
Bachelors degree in Computer Science Business Administration Information Systems or related field and 5 years experience in product management business systems analysis business consulting or related field.
Some travel may be required.
Preferred Qualifications
MBA or Technical masters degree
Domain knowledge and Experience in Contact Centers
Role is hybrid schedule will be in BV remote and come into the office as needed
Second hub option the manager would be open to Dallas
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.