Manager, Process Improvement (Ops readiness/ Change Management)

Walmart - San Bruno, CA

Full-time - Mid Level

San Bruno, CA

General Merchandise Retailers

About the position

The Manager, Process Improvement (Ops Readiness/Change Management) at Walmart is responsible for leading change initiatives and ensuring operational readiness within the customer support team in an e-commerce environment. This role focuses on developing and implementing strategies to manage change effectively, preparing the team for new processes and product launches, and fostering collaboration across various departments to enhance customer support operations.

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.
• 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.
• PMP certification or equivalent is preferred.
• Excellent communication, facilitation, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in project management and change management tools.
• Detail-oriented with strong organizational and time management skills.

Nice-to-haves

• Certification in change management (e.g., Prosci, ACMP) is preferred.
• Project management certification (e.g., PMP, PRINCE2) is a plus.

Benefits

• Paid jury duty
• Paid parental leave
• Employee stock purchase plan
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Military leave
• Paid time off
• Family leave
• Parental leave
• Vision insurance
• 401(k) matching
• Life insurance
• Paid sick time