Position Summary...

What you'll do...

The Senior Manager of Self-Serve Support Strategy will lead the development and execution of self-service support channels for gig-drivers on the Spark Driver platform. You will play a key role in evaluating new technologies, defining self-serve roadmap, and enabling rollout of new capabilities as well as optimization of existing ones. You will be working closely with various cross-functional teams (Product, Engineering, Driver Support operations, Driver Experience, Data Science, Legal, etc.) to bring new features to life that improve driver experience and optimize business costs.

How will you contribute to the success of the team?

• Strategy development for self-serve support: Develop the long-term strategy for rolling out self-serve support capabilities for drivers. Develop self-service roadmap enabled by latest AI/Gen-AI capabilities to achieve end-to-end automation for inquires that do not require human intervention.

• Business impact analysis: Work with Product and Engineering to identify & evaluate new solutions, quantify the impact and propose new and enhanced automated support experiences.

• Process improvement & Optimization: Work with Product and Engineering to build intent mapping to ensure full coverage of driver issues. Optimize existing chatbot flows and propose new flows using Conversational design principles. Develop strategy for rigorous testing & QA of features before launch.

• Data analysis & KPI management: Use insights from current support contacts, in-app driver feedback and social chatter to identify driver pain points and devise self-serve strategies to address them. Define and monitor self-serve KPIs to understand the adoption, effectiveness and impact of initiatives on driver experience and support costs.

• Cross-functional partnership: Work with Product, Engineering, Support Ops, Driver Experience business owners and Legal to get alignment on self-serve offerings that create a positive impact on the driver experience while achieving the desired business outcomes.

What makes you a strong candidate for this role?

• Experience launching self-serve capabilities for customer support including chatbots, RAG-based GenAI integration, NLP based deterministic workflows, etc

• Previous experience working on intent mapping and conversational designs for chatbot automation

• Strong analytical skills to extract insights, measure impact & build business cases to drive execution

• Ability & desire to keep up with latest developments in next gen self-service support technologies to influence product roadmap

• Ability to effectively communicate with and influence various technical and non-technical stakeholders, including executive leadership, to get alignment on strategy

• Bachelor’s degree with 5+ years of experience in strategy consulting, internal strategy & operations or product management roles. (MBA or advanced degrees preferred)

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.

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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.

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For information about PTO, see https://one.walmart.com/notices.

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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.

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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.

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For information about benefits and eligibility, see One.Walmart.

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The annual salary range for this position is $90,000.00-$180,000.00

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Additional compensation includes annual or quarterly performance bonuses.

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Additional compensation for certain positions may also include:

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- Stock

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Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications: Bachelor’s degree in Business Administration, Engineering, Operations , or related field and 3 years’ experience in operations, project management, or related area OR 5 years’ experience in operations, project management, or related area. 1 year’s supervisory experience.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Leadership of cross-functional task forces or projects Masters, Masters: Operations Management Project Management - Project Management Professional - Certification

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of America