Walmart - San Bruno, CA
posted 3 months ago
The Change Management and Operational Readiness Specialist will play a pivotal role in ensuring that our customer support operations are fully prepared to handle changes effectively within the e-commerce marketplace environment. This position is part of the Marketplace Shared Services Team, which is dedicated to providing innovative solutions to meet the needs of our partners. As a member of this dynamic team, you will be responsible for driving change initiatives, developing readiness plans, and collaborating with various teams to ensure seamless transitions and continuous improvement in our customer support processes. In this role, you will develop and implement change management strategies and plans to support customer support initiatives and projects. You will conduct impact analyses, assess change readiness, and identify key stakeholders to ensure that all parties are informed and engaged throughout the change process. Additionally, you will create and deliver communication plans and develop training programs and materials to support these initiatives. Operational readiness is another critical aspect of this role. You will ensure that the customer support team is prepared for new product launches, process changes, and system implementations. This includes developing and executing operational readiness plans, conducting risk assessments, and providing go-live support. You will coordinate with cross-functional teams to align operational readiness activities with project timelines and monitor the readiness status to identify areas for improvement. Collaboration and communication are key components of this position. You will work closely with customer support leadership, product managers, IT, and other stakeholders to ensure alignment on change initiatives. Facilitating workshops, meetings, and training sessions will be part of your responsibilities to support change and operational readiness efforts. You will also develop and track key performance indicators (KPIs) to measure the effectiveness of change management and operational readiness activities, providing regular updates and reports to senior management on the status and outcomes of these efforts.