Manager, Support Program Management - Walmart Data Ventures

Walmart Data Ventures is looking for an experienced Program Manager who will be central to the continued growth, efficiency, and success of Walmart Data Ventures Product Support. As the Support Program Manager, you will lead the strategic business project aimed at transforming customer/client support and creating a frictionless support journey. In this strategic role, you will lead a project team of professionals to develop and deploy a new modern support infrastructure based on the ServiceNow Customer Service Module (CSM). You will help develop and implement support technology driven strategies tailored to the Data Ventures products, drive support process improvements, and foster a customer-centric culture within the project team. Post deployment, you will be the program manager for the support ecosystem overseeing improvement and changes required to keep pace with the ever-changing product set and customer needs. You will help to ensure the support data and information used by our customers and internal Walmart stakeholders is accurate and reliable so it can be used to inform important business decisions by our customers and internal Walmart teams.

This role requires an exceptional individual who is intellectually curious, enthusiastic, a problem solver, detail-oriented, a self-starter, and can build strong relationships across teams and individuals. The role will have broad exposure across product, engineering, operations, marketing, training, account management, and business development teams. The ideal candidate will have a strong background in support program and project management, support process, CRM deployment, knowledge management, change management, and business operations with some experience with data analytics.

This role is expected to be in-person at one of the following corporate offices:

• Bentonville, Arkansas

Relocation and sponsorship are not offered.

Responsibilities Include...

• Collaborate directly with project stakeholders (consultant, platform engineering, technical teams) to develop and drive overall plans for support ecosystem development and deployment

• Define frameworks and execute program roadmaps and schedules for the support ecosystem transformation project

• Identify and manage critical path workflows and cross-functional dependencies; collect and analyze project metrics to manage initiatives and drive accountability; identify and resolve bottlenecks

• Escalate and communicate program related issues to mitigate risks

• Own and drive stakeholder engagement for quarterly ecosystem enhancements/requirements

• Evaluate the effectiveness of assigned programs and initiatives to improve efficiency and cost-effectiveness with participating stakeholders

• Support development of reporting for executive level presentations and perspectives

You will sweep us off our feet if you...

• Have experience developing, deploying, and maintaining customer support ecosystems in ServiceNow.

• Have developed and/or deployed Knowledge Centered Support (KCS) methodologies in previous roles.

• You are tenacious, dedicated and thrive working with ownership, autonomy, and a healthy dose of competition

• Thrive while balancing multiple workstreams and priorities under pressure and can also have FUN at work

• Adapt quickly with a demonstrated ability to prioritize work and flex where needed

• Build trust based, strong relationships with internal and external partners

Minimum Qualifications:

• Bachelor’s degree in Business or related field and 2 years’ experience in project management, compliance, operations management or related area OR 4 years’ experience in project management, compliance, support operations management, or related area.

• Experience managing complex projects and programs in a cross-functional environment

Preferred Qualifications:

• Experience in product operations, release management, product strategy, process improvement, merchandising, vendor relations, data analytics, or tech start-ups.

• Experience using the following tools: Airtable, ServiceNow, and Jira.

Benefits & Perks:

Beyond our great compensation package, 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.

Equal Opportunity Employer: