{"id":422,"date":"2024-08-06T10:42:13","date_gmt":"2024-08-06T10:42:13","guid":{"rendered":"https:\/\/carkendra.com\/phemployment\/?page_id=422"},"modified":"2024-08-06T10:42:13","modified_gmt":"2024-08-06T10:42:13","slug":"usa-director-operations-customer-experience-walmart-local-marketplace","status":"publish","type":"page","link":"https:\/\/carkendra.com\/phemployment\/usa-director-operations-customer-experience-walmart-local-marketplace\/","title":{"rendered":"(USA) Director, Operations, Customer Experience, Walmart Local Marketplace"},"content":{"rendered":"<p><span class=\"emphasis-3\">Position Summary&#8230;<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><span class=\"emphasis-3\">What you&#8217;ll do&#8230;<\/span><\/p>\n<p>Director of Customer Experience, Walmart Local Marketplace<\/p>\n<p>&nbsp;<\/p>\n<p>Job Description Summary<\/p>\n<p>The Walmart Local Marketplace team is looking for a customer-obsessed, leadership team member to define and optimize the customer experience pre and post transaction. In this role you will own the customer experience strategy, drive improvements to key metrics by building an experiment-driven culture, incubate new customer offerings and oversee expansion into new categories, and lead a high-performing team comprised of business and operations associates. Ownership areas include:<\/p>\n<ul>\n<li>Building the strategy to integrate local shopping into the Walmart site experience, by optimizing existing ways customers browse and buy on the app (revamped search, buy-box, personalization logic) and by implementing new flows to showcase the regional-shopping experience<\/li>\n<li>Lead local marketplace management strategy to optimize for different outcomes based on business and market maturity (growth, profitability, etc) while ensuring a reliable customer experience. Create plans to experiment with different pricing, promotions, fulfillment and catchment frameworks that complement our 1P operations, boost conversion, and improve our unit economics over time<\/li>\n<li>Iterate on post-transaction operations to increase perfect order rate, including boosting on-time delivery percentages and reducing customer support contacts and order defects.<\/li>\n<li>Incubate new categories and lead our efforts to expand into complex retail assortment, like alcohol delivery. Align cross-functional leaders on the vision and work to unblock prioritization from disparate teams to bring a 0 to 1 offering to life.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><b>You Will Be Successful If<\/b><\/p>\n<ul>\n<li>You\u2019re customer obsessed and deeply understand customers\u2019 pain-points and priorities. You have a track-record of developing and optimizing new customer experiences within tech<\/li>\n<li>You develop the organizational vision and the strategic execution plan by performing industry and market analysis; defining metrics to track performance; communicating the vision and strategic execution plan and executing against your roadmap<\/li>\n<li>You\u2019re data driven and leverage insights to make informed and impactful decisions. You are adept at storytelling through data to influence business strategy, gain stakeholder buy-in and drive outcomes<\/li>\n<li>You build trust quickly and are an effective communicator. You are able to lead complex initiatives across various functions and stakeholders, and have deep experience managing tech and product partnerships.<\/li>\n<li>You\u2019re a strategic problem solver. You are able to break down complex and ambiguous issues, formulating and testing hypothesis, and developing and communicating succinct recommendations<\/li>\n<li>You are outcomes oriented and are committed to identifying and optimizing the key metrics that improve the customer experience. You lead with a test-and-learn approach to quantify the impact of your roadmap.<\/li>\n<li>You understand the local ecommerce landscape and the last-mile delivery space. You are constantly looking for ways to set us apart from the competition and are passionate about retail tech.<\/li>\n<li>You have experience in building and managing high-performing teams and derive enjoyment from helping your reports lean into their strengths and improve in opportunity areas<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><b>You&#8217;ll Make an Impact by<\/b><\/p>\n<ul>\n<li>Setting strategic direction for Local Marketplace program by defining, prioritizing, and driving the execution of initiatives most critical to the Customer Experience<\/li>\n<li>Leading with influence and becoming an invaluable thought partner to internal stakeholders by communicating top priorities, challenges, and risks, articulating the \u201cwhy\u201d behind it all, and rooting recommendations firmly in data.<\/li>\n<li>Exhibiting a growth mindset and ability to operate in ambiguous environments in a highly matrixed org<\/li>\n<li>Growing and managing a team of business, strategy and operations managers, including prioritizing coaching and development, setting performance standards, ensuring accountability and operational excellence, and bringing a relentless drive to generate results.<\/li>\n<li>Creating the space and psychologically safe environment for your team to do their best work and surface creative ideas, rooted in data, to drive the business forward.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><b>What you will need:<\/b><\/p>\n<ul>\n<li>10+ years related experience in Consulting, Business Operations, Strategy, or related field<\/li>\n<li>5+ years experience leading cross-functional teams<\/li>\n<li>Experience in consumer-focused retail or ecommerce \/ marketplace environment<\/li>\n<li>Excellent critical thinking and communication skills with experience and comfort presenting your strategy and positioning to upper-level leadership<\/li>\n<li>Analytical skills and ability to make data-driven decisions<\/li>\n<li>An entrepreneurial spirit and derive fulfillment from building new businesses initiatives from beginning stages<\/li>\n<li>Demonstrated capabilities to think strategically to build a holistic long-term strategy but equally important, you are capable of driving results in-year by crafting a plan and leading teams in execution. You are equally comfortable devising strategic initiatives and operationalizing tactical projects<\/li>\n<li>Ability to thrive in a fast-paced, high-stakes, pressure to deliver results, type of environment where you are not afraid to take bold decisions and be highly accountable.<\/li>\n<li>Problem solving creativity and flexibility in the face of change, obstacles, competing demands and priorities. You can work seamlessly in a fast-paced environment, managing several priorities and staying organized throughout<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>If you are passionate about shaping the future of local ecommerce at Walmart and possess the skills and experience mentioned above, we invite you to join our team and be a key driver of our success.<\/p>\n<p>&nbsp;<\/p>\n<p><b>Benefits &amp; Perks:<\/b><\/p>\n<p>Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.<\/p>\n<p>&nbsp;<\/p>\n<p><b>About Walmart Local Marketplace<\/b><\/p>\n<p>The Walmart Local Marketplace team is a new venture at Walmart that is on a mission to revolutionize the local shopping experience. Walmart Local Marketplace partners with local retailers to make their businesses and products discoverable to customers and available for same-day in-store pickup and local delivery. Walmart Local Marketplace is dedicated to building and scaling innovative ways for customers to discover and engage with local sellers seamlessly, boosting product assortment and speed on site, helping local businesses grow, and powering our hyperlocal flywheel.<\/p>\n<p>&nbsp;<\/p>\n<p><b>Who We Are<\/b><\/p>\n<p>Join Walmart and your work could help over 265 million global customers live better every week. Yes, we are the Fortune #1 company. But you\u2019ll quickly find we\u2019re a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world\u2019s most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you&#8217;ll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement.\u00a0\u00a0From day one, you\u2019ll be empowered and equipped to do the best work of your life.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>At Walmart, we offer competitive pay as well as performance-based bonus awards and other great 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. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.<\/p>\n<p>\u200e<\/p>\n<p>\u200e<\/p>\n<p>\u200e<\/p>\n<p>You will also receive PTO and\/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.<\/p>\n<p>\u200e<\/p>\n<p>For information about PTO, see <span class=\"WOY2\">https:\/\/one.walmart.com\/notices<\/span>.<\/p>\n<p>\u200e<\/p>\n<p>\u200e<\/p>\n<p>Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam&#8217;s Club facilities. Programs range from high school completion to bachelor&#8217;s degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.<\/p>\n<p>\u200e<\/p>\n<p>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.<\/p>\n<p>\u200e<\/p>\n<p>For information about benefits and eligibility, see One.Walmart.<\/p>\n<p>\u200e<\/p>\n<p>The annual salary range for this position is $132,000.00-$264,000.00<\/p>\n<p>\u200e<\/p>\n<p>Additional compensation includes annual or quarterly performance bonuses.<\/p>\n<p>\u200e<\/p>\n<p>Additional compensation for certain positions may also include:<\/p>\n<p>\u200e<\/p>\n<p>\u200e<\/p>\n<p>&#8211; Stock<\/p>\n<p>\u200e<\/p>\n<p>\u200e<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2><\/h2>\n<h2><b><span class=\"emphasis-3\">Minimum Qualifications&#8230;<\/span><\/b><\/h2>\n<p><i>Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. <\/i><\/p>\n<p>&nbsp;<\/p>\n<p>Minimum Qualifications: Bachelor\u2019s degree in Business Administration, Engineering, Operations, or related field and 5 years\u2019 experience in operations, project management, or related area OR 7 years\u2019 experience in operations, project management, or related area. 3 years\u2019 supervisory experience.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2><\/h2>\n<h2><b><span class=\"emphasis-3\">Preferred Qualifications&#8230;<\/span><\/b><\/h2>\n<p><i>Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.<\/i><\/p>\n<p>&nbsp;<\/p>\n<p>Working on cross-functional teams or projects<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>Masters: Business Administration<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>Project Management &#8211; Project Management Professional &#8211; Certification<\/p>\n<h2><\/h2>\n<h2><b><span class=\"emphasis-3\">Primary Location&#8230;<\/span><\/b><\/h2>\n<p>&nbsp;<\/p>\n<p>250 Hudson St, New York, NY 10013-1006, United States of America<\/p>\n<h1 style=\"text-align: center;\"><a href=\"https:\/\/joblagii.com\/company\/walmart\" target=\"_blank\" rel=\"noopener\"><strong><span style=\"text-decoration: underline;\">Apply Now<\/span><\/strong><\/a><\/h1>\n<p><script type=\"application\/ld+json\">\n        {\n  \"jobLocation\" : {\n    \"@type\" : \"Place\",\n    \"address\" : {\n      \"@type\" : \"PostalAddress\",\n      \"addressCountry\" : \"United States of America\",\n      \"addressLocality\" : \"(USA) NY NEW YORK Home Office JETBLACK - NEW YORK - HUDSON\"\n    }\n  },\n  \"applicantLocationRequirements\" : {\n    \"@type\" : \"Country\",\n    \"name\" : \"United States of America\"\n  },\n  \"jobLocationType\" : \"TELECOMMUTE\",\n  \"hiringOrganization\" : {\n    \"name\" : \"Wal-Mart.com USA, LLC\",\n    \"@type\" : \"Organization\",\n    \"sameAs\" : \"\"\n  },\n  \"identifier\" : {\n    \"name\" : \"(USA) Director, Operations, Customer Experience, Walmart Local Marketplace\",\n    \"@type\" : \"PropertyValue\",\n    \"value\" : \"R-1883590\"\n  },\n  \"datePosted\" : \"2024-07-18\",\n  \"employmentType\" : \"FULL_TIME\",\n  \"title\" : \"(USA) Director, Operations, Customer Experience, Walmart Local Marketplace\",\n  \"description\" : \"Position Summary... What you'll do... Director of Customer Experience, Walmart Local Marketplace Job Description Summary The Walmart Local Marketplace team is looking for a customer-obsessed, leadership team member to define and optimize the customer experience pre and post transaction. In this role you will own the customer experience strategy, drive improvements to key metrics by building an experiment-driven culture, incubate new customer offerings and oversee expansion into new categories, and lead a high-performing team comprised of business and operations associates. Ownership areas include: Building the strategy to integrate local shopping into the Walmart site experience, by optimizing existing ways customers browse and buy on the app (revamped search, buy-box, personalization logic) and by implementing new flows to showcase the regional-shopping experience Lead local marketplace management strategy to optimize for different outcomes based on business and market maturity (growth, profitability, etc) while ensuring a reliable customer experience. Create plans to experiment with different pricing, promotions, fulfillment and catchment frameworks that complement our 1P operations, boost conversion, and improve our unit economics over time Iterate on post-transaction operations to increase perfect order rate, including boosting on-time delivery percentages and reducing customer support contacts and order defects. Incubate new categories and lead our efforts to expand into complex retail assortment, like alcohol delivery. Align cross-functional leaders on the vision and work to unblock prioritization from disparate teams to bring a 0 to 1 offering to life. You Will Be Successful If You\u2019re customer obsessed and deeply understand customers\u2019 pain-points and priorities. You have a track-record of developing and optimizing new customer experiences within tech You develop the organizational vision and the strategic execution plan by performing industry and market analysis; defining metrics to track performance; communicating the vision and strategic execution plan and executing against your roadmap You\u2019re data driven and leverage insights to make informed and impactful decisions. You are adept at storytelling through data to influence business strategy, gain stakeholder buy-in and drive outcomes You build trust quickly and are an effective communicator. You are able to lead complex initiatives across various functions and stakeholders, and have deep experience managing tech and product partnerships. You\u2019re a strategic problem solver. You are able to break down complex and ambiguous issues, formulating and testing hypothesis, and developing and communicating succinct recommendations You are outcomes oriented and are committed to identifying and optimizing the key metrics that improve the customer experience. You lead with a test-and-learn approach to quantify the impact of your roadmap. You understand the local ecommerce landscape and the last-mile delivery space. You are constantly looking for ways to set us apart from the competition and are passionate about retail tech. You have experience in building and managing high-performing teams and derive enjoyment from helping your reports lean into their strengths and improve in opportunity areas You'll Make an Impact by Setting strategic direction for Local Marketplace program by defining, prioritizing, and driving the execution of initiatives most critical to the Customer Experience Leading with influence and becoming an invaluable thought partner to internal stakeholders by communicating top priorities, challenges, and risks, articulating the \u201cwhy\u201d behind it all, and rooting recommendations firmly in data. Exhibiting a growth mindset and ability to operate in ambiguous environments in a highly matrixed org Growing and managing a team of business, strategy and operations managers, including prioritizing coaching and development, setting performance standards, ensuring accountability and operational excellence, and bringing a relentless drive to generate results. Creating the space and psychologically safe environment for your team to do their best work and surface creative ideas, rooted in data, to drive the business forward. What you will need: 10+ years related experience in Consulting, Business Operations, Strategy, or related field 5+ years experience leading cross-functional teams Experience in consumer-focused retail or ecommerce \/ marketplace environment Excellent critical thinking and communication skills with experience and comfort presenting your strategy and positioning to upper-level leadership Analytical skills and ability to make data-driven decisions An entrepreneurial spirit and derive fulfillment from building new businesses initiatives from beginning stages Demonstrated capabilities to think strategically to build a holistic long-term strategy but equally important, you are capable of driving results in-year by crafting a plan and leading teams in execution. You are equally comfortable devising strategic initiatives and operationalizing tactical projects Ability to thrive in a fast-paced, high-stakes, pressure to deliver results, type of environment where you are not afraid to take bold decisions and be highly accountable. Problem solving creativity and flexibility in the face of change, obstacles, competing demands and priorities. You can work seamlessly in a fast-paced environment, managing several priorities and staying organized throughout If you are passionate about shaping the future of local ecommerce at Walmart and possess the skills and experience mentioned above, we invite you to join our team and be a key driver of our success. Benefits &amp; Perks: Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more. About Walmart Local Marketplace The Walmart Local Marketplace team is a new venture at Walmart that is on a mission to revolutionize the local shopping experience. Walmart Local Marketplace partners with local retailers to make their businesses and products discoverable to customers and available for same-day in-store pickup and local delivery. Walmart Local Marketplace is dedicated to building and scaling innovative ways for customers to discover and engage with local sellers seamlessly, boosting product assortment and speed on site, helping local businesses grow, and powering our hyperlocal flywheel. Who We Are Join Walmart and your work could help over 265 million global customers live better every week. Yes, we are the Fortune #1 company. But you\u2019ll quickly find we\u2019re a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world\u2019s most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement. From day one, you\u2019ll be empowered and equipped to do the best work of your life. At Walmart, we offer competitive pay as well as performance-based bonus awards and other great 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. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more. \u200e \u200e \u200e You will also receive PTO and\/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. \u200e For information about PTO, see https:\/\/one.walmart.com\/notices. \u200e \u200e Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart. \u200e 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. \u200e For information about benefits and eligibility, see One.Walmart. \u200e The annual salary range for this position is $132,000.00-$264,000.00 \u200e Additional compensation includes annual or quarterly performance bonuses. \u200e Additional compensation for certain positions may also include: \u200e \u200e - Stock \u200e \u200e Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Minimum Qualifications: Bachelor\u2019s degree in Business Administration, Engineering, Operations, or related field and 5 years\u2019 experience in operations, project management, or related area OR 7 years\u2019 experience in operations, project management, or related area. 3 years\u2019 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 Masters: Business Administration Project Management - Project Management Professional - Certification Primary Location... 250 Hudson St, New York, NY 10013-1006, United States of America About Walmart: Fifty years ago, Sam Walton started a single mom-and-pop shop and transformed it into the world's biggest retailer. Since those founding days, one thing has remained consistent: our commitment to helping our customers save money so they can live better. Today, we're reinventing the shopping experience and our associates are at the heart of it. You'll play a crucial role in shaping the future of retail, improving millions of lives around the world. This is that place where your passions meet purpose. Join our family and create a career you're proud of.\",\n  \"@context\" : \"http:\/\/schema.org\",\n  \"@type\" : \"JobPosting\"\n}\n    <\/script><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Position Summary&#8230; &nbsp; &nbsp; What you&#8217;ll do&#8230; Director of Customer Experience, Walmart Local Marketplace &nbsp; Job Description Summary The Walmart Local Marketplace team is looking for a customer-obsessed, leadership team member to define and optimize the customer experience pre and post transaction. In this role you will own the customer experience strategy, drive improvements to &#8230; <a title=\"(USA) Director, Operations, Customer Experience, Walmart Local Marketplace\" class=\"read-more\" href=\"https:\/\/carkendra.com\/phemployment\/usa-director-operations-customer-experience-walmart-local-marketplace\/\" aria-label=\"Read more about (USA) Director, Operations, Customer Experience, Walmart Local Marketplace\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-422","page","type-page","status-publish"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/carkendra.com\/phemployment\/wp-json\/wp\/v2\/pages\/422","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/carkendra.com\/phemployment\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/carkendra.com\/phemployment\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/carkendra.com\/phemployment\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/carkendra.com\/phemployment\/wp-json\/wp\/v2\/comments?post=422"}],"version-history":[{"count":1,"href":"https:\/\/carkendra.com\/phemployment\/wp-json\/wp\/v2\/pages\/422\/revisions"}],"predecessor-version":[{"id":423,"href":"https:\/\/carkendra.com\/phemployment\/wp-json\/wp\/v2\/pages\/422\/revisions\/423"}],"wp:attachment":[{"href":"https:\/\/carkendra.com\/phemployment\/wp-json\/wp\/v2\/media?parent=422"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}