Walmart
Principal Product Manager – Walmart
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Principal, Product Manager
role at
Walmart
Base Pay Range $110,000.00/yr – $220,000.00/yr
Position Summary We are seeking an experienced Principal Product Manager to lead the strategy and evolution of our Contact Center as a Service (CCaaS) platform. This leader will drive the roadmap for next‑generation customer and associate experiences across all engagement channels, including voice, chat, messaging, and emerging digital platforms.
In this role, you will define and execute the long‑term vision for our enterprise contact center ecosystem, leveraging cloud‑based contact center technologies, AI‑driven automation, and omnichannel orchestration. You’ll collaborate with engineering, operations, UX, and business partners to deliver measurable impact on efficiency, scalability, and customer satisfaction.
Key Responsibilities
Product Vision & Strategy
Develop and own the enterprise CCaaS product strategy and roadmap, aligned to the company’s digital transformation and customer experience goals.
Drive modernization of legacy contact center environments into cloud‑native, scalable, and intelligent solutions.
Define north‑star metrics and long‑term success measures for platform performance, agent productivity, and customer experience.
Platform Leadership
Lead product direction for core CCaaS capabilities including IVR, call routing, workforce engagement management, analytics, quality monitoring, and omnichannel enablement.
Ensure seamless integration of the contact center platform with enterprise systems such as CRM, ticketing, and AI/ML services.
Partner with Infrastructure, Security, and Compliance teams to deliver a secure, resilient, and compliant platform for high‑volume operations.
Execution & Delivery
Translate strategic objectives into actionable product requirements and features for engineering teams.
Prioritize initiatives based on customer impact, business value, and operational efficiency.
Lead agile ceremonies and manage the full product lifecycle—from discovery through rollout, adoption, and continuous improvement.
Establish KPIs to track adoption, performance, and ROI.
Stakeholder Management
Partner with business units, operations teams, and technology stakeholders to align product strategy with organizational goals.
Serve as a trusted advisor to senior leadership, effectively communicating platform vision, progress, and business outcomes.
Collaborate with external vendors and internal architecture teams to evaluate and adopt emerging CCaaS capabilities.
Innovation & Continuous Improvement
Identify and deliver opportunities for automation, self‑service, and AI‑assisted engagement.
Stay ahead of trends in cloud contact center, speech analytics, workforce optimization, and generative AI to guide future innovation.
Champion a culture of data‑driven experimentation and customer‑first thinking.
Qualifications
10+ years of experience in product management, including at least 5 years focused on contact center or CX platform technologies.
Deep understanding of CCaaS architecture, cloud telephony, omnichannel routing, and workforce optimization.
Experience leading large‑scale enterprise implementations and integrations across business units.
Proven ability to translate business needs into scalable technical solutions.
Excellent stakeholder management and executive communication skills.
Preferred
Experience leading CCaaS platforms (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9).
Exposure to AI‑driven customer engagement technologies such as conversational bots, predictive analytics, and real‑time agent assistance.
Background in retail, e‑commerce, or high‑volume customer service operations.
MBA or advanced degree in a technical or business discipline.
Leadership Attributes
Strategic, systems‑level thinker who connects technology capabilities to customer and business outcomes.
Empathetic leader skilled at aligning diverse stakeholders and driving cross‑functional consensus.
Data‑driven decision maker with strong bias for action and continuous improvement.
Passionate about creating world‑class, human‑centered customer experiences at scale.
Benefits Overview Health benefits (medical, vision, and dental), financial benefits (401(k), stock purchase, company‑paid life insurance), paid time off (PTO, sick leave, parental leave, etc.), short‑term and long‑term disability, Military Leave Pay, adoption and surrogacy expense reimbursement, and a Walmart‑paid education benefit program. Additional compensation may include annual or quarterly performance bonuses and stock options.
Minimum Qualifications
Option 1: Bachelor’s degree in computer science, engineering, or related area and 9 years’ experience in product management.
Option 2: 11 years’ experience in product management or related area.
Preferred Qualifications (Detailed)
Master’s degree in Computer Science, Engineering, Business Administration, or related area and 8 years’ experience as a product manager, ideally working on consumer‑facing, large‑scale, highly complex B2B/C products.
Supervisory experience.
Experience creating inclusive digital experiences, knowledge of WCAG 2.2 AA standards, assistive technologies, and integration of digital accessibility.
Location 702 SW 8th St, Bentonville, AR 72716, United States of America
Corporate Commitment Walmart and its subsidiaries are committed to maintaining a drug‑free workplace and have a no‑tolerance policy regarding the use of illegal drugs and alcohol on the job.
Seniority Level Mid‑Senior level
Employment Type Part‑time
Job Function Product Management and Marketing; Industry: Retail
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Principal, Product Manager
role at
Walmart
Base Pay Range $110,000.00/yr – $220,000.00/yr
Position Summary We are seeking an experienced Principal Product Manager to lead the strategy and evolution of our Contact Center as a Service (CCaaS) platform. This leader will drive the roadmap for next‑generation customer and associate experiences across all engagement channels, including voice, chat, messaging, and emerging digital platforms.
In this role, you will define and execute the long‑term vision for our enterprise contact center ecosystem, leveraging cloud‑based contact center technologies, AI‑driven automation, and omnichannel orchestration. You’ll collaborate with engineering, operations, UX, and business partners to deliver measurable impact on efficiency, scalability, and customer satisfaction.
Key Responsibilities
Product Vision & Strategy
Develop and own the enterprise CCaaS product strategy and roadmap, aligned to the company’s digital transformation and customer experience goals.
Drive modernization of legacy contact center environments into cloud‑native, scalable, and intelligent solutions.
Define north‑star metrics and long‑term success measures for platform performance, agent productivity, and customer experience.
Platform Leadership
Lead product direction for core CCaaS capabilities including IVR, call routing, workforce engagement management, analytics, quality monitoring, and omnichannel enablement.
Ensure seamless integration of the contact center platform with enterprise systems such as CRM, ticketing, and AI/ML services.
Partner with Infrastructure, Security, and Compliance teams to deliver a secure, resilient, and compliant platform for high‑volume operations.
Execution & Delivery
Translate strategic objectives into actionable product requirements and features for engineering teams.
Prioritize initiatives based on customer impact, business value, and operational efficiency.
Lead agile ceremonies and manage the full product lifecycle—from discovery through rollout, adoption, and continuous improvement.
Establish KPIs to track adoption, performance, and ROI.
Stakeholder Management
Partner with business units, operations teams, and technology stakeholders to align product strategy with organizational goals.
Serve as a trusted advisor to senior leadership, effectively communicating platform vision, progress, and business outcomes.
Collaborate with external vendors and internal architecture teams to evaluate and adopt emerging CCaaS capabilities.
Innovation & Continuous Improvement
Identify and deliver opportunities for automation, self‑service, and AI‑assisted engagement.
Stay ahead of trends in cloud contact center, speech analytics, workforce optimization, and generative AI to guide future innovation.
Champion a culture of data‑driven experimentation and customer‑first thinking.
Qualifications
10+ years of experience in product management, including at least 5 years focused on contact center or CX platform technologies.
Deep understanding of CCaaS architecture, cloud telephony, omnichannel routing, and workforce optimization.
Experience leading large‑scale enterprise implementations and integrations across business units.
Proven ability to translate business needs into scalable technical solutions.
Excellent stakeholder management and executive communication skills.
Preferred
Experience leading CCaaS platforms (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9).
Exposure to AI‑driven customer engagement technologies such as conversational bots, predictive analytics, and real‑time agent assistance.
Background in retail, e‑commerce, or high‑volume customer service operations.
MBA or advanced degree in a technical or business discipline.
Leadership Attributes
Strategic, systems‑level thinker who connects technology capabilities to customer and business outcomes.
Empathetic leader skilled at aligning diverse stakeholders and driving cross‑functional consensus.
Data‑driven decision maker with strong bias for action and continuous improvement.
Passionate about creating world‑class, human‑centered customer experiences at scale.
Benefits Overview Health benefits (medical, vision, and dental), financial benefits (401(k), stock purchase, company‑paid life insurance), paid time off (PTO, sick leave, parental leave, etc.), short‑term and long‑term disability, Military Leave Pay, adoption and surrogacy expense reimbursement, and a Walmart‑paid education benefit program. Additional compensation may include annual or quarterly performance bonuses and stock options.
Minimum Qualifications
Option 1: Bachelor’s degree in computer science, engineering, or related area and 9 years’ experience in product management.
Option 2: 11 years’ experience in product management or related area.
Preferred Qualifications (Detailed)
Master’s degree in Computer Science, Engineering, Business Administration, or related area and 8 years’ experience as a product manager, ideally working on consumer‑facing, large‑scale, highly complex B2B/C products.
Supervisory experience.
Experience creating inclusive digital experiences, knowledge of WCAG 2.2 AA standards, assistive technologies, and integration of digital accessibility.
Location 702 SW 8th St, Bentonville, AR 72716, United States of America
Corporate Commitment Walmart and its subsidiaries are committed to maintaining a drug‑free workplace and have a no‑tolerance policy regarding the use of illegal drugs and alcohol on the job.
Seniority Level Mid‑Senior level
Employment Type Part‑time
Job Function Product Management and Marketing; Industry: Retail
#J-18808-Ljbffr