Manager, Process Improvement (Ops readiness/ Change Management)

$104,000 - $202,000/Yr

Walmart - San Bruno, CA

Part-time,Full-time - Mid Level

San Bruno, CA

General Merchandise Retailers

About the position

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.

Responsibilities

• Develop and implement change management strategies and plans to support customer support initiatives and projects.
• Conduct impact analyses, assess change readiness, and identify key stakeholders.
• Create and deliver communication plans to ensure stakeholders are informed and engaged throughout the change process.
• Develop training programs and materials to support change initiatives.
• Ensure the customer support team is prepared for new product launches, process changes, and system implementations.
• Develop and execute operational readiness plans, including risk assessments, contingency planning, and go-live support.
• Coordinate with cross-functional teams to align operational readiness activities with project timelines.
• Monitor and report on the readiness status and identify areas for improvement.
• Work closely with customer support leadership, product managers, IT, and other stakeholders to ensure alignment on change initiatives.
• Facilitate workshops, meetings, and training sessions to support change and operational readiness efforts.
• Communicate effectively with stakeholders at all levels to ensure clear understanding and alignment on objectives and outcomes.
• Develop and track key performance indicators (KPIs) to measure the effectiveness of change management and operational readiness activities.
• Conduct post-implementation reviews to assess the success of change initiatives and identify lessons learned.
• Provide regular updates and reports to senior management on the status and outcomes of change and readiness efforts.

Requirements

• 3-5 years of experience in eCommerce
• 3-5 years of experience in customer support
• Experience in project management, change management and/or operational readiness.
• Bachelor's degree in Finance, Human Resources, Engineering, Supply Chain, or related field and 2 years' experience in consulting, project management, business strategy, or relevant area OR 4 years' experience in consulting, project management, business strategy, or related area.

Nice-to-haves

• Certification in change management (e.g., Prosci, ACMP) is preferred.
• Project management certification (e.g., PMP, PRINCE2) is a plus.
• Excellent communication, facilitation, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in project management and change management tools.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with strong organizational and time management skills.

Benefits

• 401(k) match
• Stock purchase plan
• Paid maternity and parental leave
• PTO
• Multiple health plans
• Incentive awards for performance
• Short-term and long-term disability
• Company discounts
• Military Leave Pay
• Adoption and surrogacy expense reimbursement
• Live Better U education benefit program for associates
• Paid time off benefits including sick leave, family care leave, bereavement, jury duty, and voting.