(USA) Director, Operations – Identity Customer Experience

What you’ll do…

The Customer Digital Identity organization is enabling Walmart to better understand who the Walmart customer is. At the same time, we are ensuring streamlined processes, security, scalability, regulatory compliance

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and best in class customer experience.  The customer is at the heart of all we do at Walmart. The Customer Digital Identity team will amplify customer centricity by deepening the company’s understanding of customers and their preferences. When we do that, we can serve them when and how they need.

The team collaborates with product, engineering, and business teams, such as eCommerce, Marketing, and multiple teams in Walmart’s revenue organization such as Walmart +, Data Ventures, and Walmart Connect, to create a holistic and consistent digital view of customers’ relationship with Walmart. The team is also responsible for driving the enterprise strategy around customer data and identity capture and developing a unified strategy around customer identity.We are seeking a Director, Operations – Identity Customer Experience for the Customer Digital Identity team.

What you will do:

Design and develop Identity customer experiences across a specified customer experience domain in store (e.g. store service desks, checkout)

  • Analyze existing CX flows at different touch points
  • Design experiments for identity capture (phone no)
  • Translate the customer experience design that would enhance identity capture and usage at transaction point from paper to implementation plan
  • Develop an implementation roadmap for select experience implementation
  • Partner with product, field and analytics teams to develop experiments
  • Participate in cross-functional meetings partnering with product and UX to conduct CX/UX reviews and sign off on experiments

Manage experiments in the field

  • Deploy experiments in alignment with Walmart field operations teams
  • Partner with analytics to interpret results
  • Recommend and implement improvements
  • Track progress of the experiment, set up and execute reporting structure, and develop forecasts to overcome anticipated risks.

Stakeholder management

  • Build and maintain relationships with Walmart teams (store operations, DIH, E2E,…) to guarantee successful implementation
  • Capture stakeholder priorities, allowing the team to set up relevant business analytics
  • Build and execute communication plans to key stakeholders

You’ll sweep us off our feet if…

  • You are passionate about solving complex challenges.
  • You are passionate about building digital experiences within a physical store environment.
  • You are customer-centric in spirit and data driven in execution.
  • You can influence and build consensus through stakeholder management.
  • You have a test and learn mentality to iterate and improve your team’s products.
  • You have deep domain knowledge in retail store operations and experience working with associates in stores.
  • You thrive in complex and matrixed organizations.

You’ll make an impact by:

  • Driving the execution of Digital Identity initiatives in store environments
  • Launching and scaling capabilities to enable improvements to customer experiences and monetization.
  • Collaborating with Omni experiences and Store Operations teams to deliver world-class customer identification solutions.
  • Building deep relationships with business partners to communicate progress, demonstrating results and gaining buy-in from executive leadership.

Qualifications

  • Bachelor’s degree required.
  • 7+ years in Operations roles, ideally with at least 3 years of experience in retail, store, or Omni environment.
  • 5+ years implementing new initiatives in a store environment
  • Strong and proven ability to influence internal stakeholders
  • Proven experience in executing successful initiatives.
  • Experience with Agile methodologies and project management tools
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 5 years’ experience in operations, project management, or related area OR 7 years’ experience in operations, project management, or related area. 3 years’ supervisory experience.

Preferred Qualifications…

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

Working on cross-functional teams or projects

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