(USA) Manager, Operations
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Job Location:
Hoboken, NJ - USA
Monthly Salary:
$ 84000 - 156000
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Position Summary...
What youll do...
Job Title: Walmart Member Care Manager
Location: TBD
Job Summary:
As a Walmart Member Care Manager you will play a pivotal role in enhancing the member experience by conducting comprehensive business research collaborating with cross-functional partners and driving strategic initiatives. You will be responsible for identifying and addressing issues within existing agent care tools ensuring a seamless experience across all care platforms and advocating for customer care agents. Your ability to analyze data tell compelling stories through visualization and think strategically will be crucial in aligning new initiatives with the companys goals and vision. You will also focus on owning the continuous improvement user experience and bringing parity across self-service and agent tools to resolve member defects effectively.
Key Responsibilities:
Conduct quantitative and qualitative business research.
Collaborate with cross-functional partners to gain buy-in and identify requirements.
Communicate and present findings effectively to various stakeholders.
Work comfortably with data and create compelling stories through data visualization.
Understand basic principles of product management and project management.
Think strategically and anticipate future needs and trends.
Focus on enhancing user experience and driving continuous improvement.
Be the voice of customer care agents to improve the experience of members contacting care for support due to defects/issues/questions.
Have the ability to hit the ground running and start contributing immediately.
Question and evaluate any new initiatives to ensure alignment with the companys organizations and teams goals and vision.
Own and drive the optimization of existing care platforms (chatbot IVR and agent support tools) by identifying defects implementing improvements and enhancing features to ensure a superior member experience when interacting with care tools or receiving support from human agents.
Bring parity in experience across all care platforms such as self-service (chatbot/IVR) and agent tools for a seamless member experience to resolve member defects.
Take ownership and show interest in learning and managing specific domains within care such as fraud payment and operations as needed.
Required Qualifications:
Minimum of 2-3 years of experience in customer care operations support or other relevant skills.
Bachelors degree in a relevant field.
Strong communication and presentation skills.
Proficiency in data analysis and visualization (Excel Tableau Looker).
Basic understanding of product management and project management.
Strategic thinking skills and the ability to think beyond the current state.
Passion for user experience and continuous improvement.
For information about PTO see Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sams Club facilities. Programs range from high school completion to bachelors 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 . Outlined below are the required minimum qualifications for this position. If none are listed there are no minimum qualifications. Outlined below are the optional preferred qualifications for this position. If none are listed there are no preferred qualifications.Minimum Qualifications...
Preferred Qualifications...
Primary Location...
221 River St Hoboken NJ 07030 United States of AmericaWalmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.
Required Experience:
Manager
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
About Company
Walmart started with one man. In 1962, Sam Walton began with just one store and one mission: help people save money so they could live better. As a growing global digital enterprise and with over 11,500 stores, we maintain Mr. Sam’s vision, but now, we are able to help more customers ... View more
