Senior Analyst, Project Management (Operational Readiness/Change Management)

$78,000 - $143,000/Yr

Walmart - San Bruno, CA

Part-time,Full-time - Mid Level

San Bruno, CA

General Merchandise Retailers

About the position

The Senior Analyst, Project Management (Operational Readiness/Change Management) role is focused on ensuring that customer support operations within an e-commerce marketplace are prepared for changes effectively. This position involves driving change initiatives, developing readiness plans, and collaborating with various teams to facilitate seamless transitions and continuous improvement in customer support processes.

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 Business, Finance, Computer Science, or related field OR 2 years' experience in project management, business, operations, 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
• Adoption and surrogacy expense reimbursement
• Education assistance for associates and dependents