Walmart
Position
Job Title:
Walmart+ Member Care Manager Location:
TBD What you'll do
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 company\'s 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 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.
Hit the ground running and start contributing immediately.
Question and evaluate new initiatives to ensure alignment with company, organization, and team goals and vision.
Own and drive 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.
Bring parity in experience across self-service and agent tools for a seamless member experience to resolve member defects.
Take ownership and show interest in learning and managing specific care domains (e.g., fraud, payment, operations) as needed.
Required Qualifications
Minimum of 2-3 years of experience in customer care, operations, support, or related fields.
Bachelor\'s 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 and the ability to think beyond the current state.
Passion for user experience and continuous improvement.
Preferred Qualifications
Supervising Associates
Masters: Economics
Project Management Professional - Certification
Primary Location 221 River St, Hoboken, NJ 07030, United States of America
Walmart 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.
Benefits and Compensation At Walmart, we offer competitive pay as well as performance-based bonus awards and other 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. PTO/PPTO accrual, including vacation, sick leave, holidays, and other leave, meets or exceeds paid sick leave laws where applicable. For information about benefits and eligibility, see One.Walmart.
Live Better U is a Walmart-paid education benefit program for associates. Programs range from high school completion to bachelor\'s degrees, including English Language Learning and certificates. Eligibility requirements apply and benefits may change.
The annual salary range for this position is $84,000.00-$156,000.00. Additional compensation includes annual or quarterly performance bonuses. Stock may be included for certain positions.
Minimum Qualifications (outlined) Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
#J-18808-Ljbffr
Job Title:
Walmart+ Member Care Manager Location:
TBD What you'll do
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 company\'s 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 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.
Hit the ground running and start contributing immediately.
Question and evaluate new initiatives to ensure alignment with company, organization, and team goals and vision.
Own and drive 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.
Bring parity in experience across self-service and agent tools for a seamless member experience to resolve member defects.
Take ownership and show interest in learning and managing specific care domains (e.g., fraud, payment, operations) as needed.
Required Qualifications
Minimum of 2-3 years of experience in customer care, operations, support, or related fields.
Bachelor\'s 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 and the ability to think beyond the current state.
Passion for user experience and continuous improvement.
Preferred Qualifications
Supervising Associates
Masters: Economics
Project Management Professional - Certification
Primary Location 221 River St, Hoboken, NJ 07030, United States of America
Walmart 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.
Benefits and Compensation At Walmart, we offer competitive pay as well as performance-based bonus awards and other 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. PTO/PPTO accrual, including vacation, sick leave, holidays, and other leave, meets or exceeds paid sick leave laws where applicable. For information about benefits and eligibility, see One.Walmart.
Live Better U is a Walmart-paid education benefit program for associates. Programs range from high school completion to bachelor\'s degrees, including English Language Learning and certificates. Eligibility requirements apply and benefits may change.
The annual salary range for this position is $84,000.00-$156,000.00. Additional compensation includes annual or quarterly performance bonuses. Stock may be included for certain positions.
Minimum Qualifications (outlined) Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
#J-18808-Ljbffr