Staff, Technology Operations - Senior Business Strategy Manager, Omni Fulfillment Experience

$90,000 - $180,000/Yr

Walmart - Bentonville, AR

Part-time,Full-time - Mid Level

Bentonville, AR

General Merchandise Retailers

About the position

The Senior Business Strategy Manager for Omni Fulfillment Experience will lead initiatives to enhance post-transaction fulfillment propositions, focusing on customer retention, revenue growth, and profit for the eCommerce business. This role requires collaboration with various stakeholders to deliver a perfect order experience and achieve customer satisfaction goals. The manager will drive strategic roadmaps, advocate for customer experience improvements, and utilize data analysis to measure performance and inform business decisions.

Responsibilities

• Identify and address improvement opportunities, demonstrating adaptability and promoting continuous improvement.
• Conduct competitive assessments, develop business cases, and set objectives and KPIs for the customer experience.
• Create the case for change through analysis of financial and operational metrics, customer data, and competitive benchmarking.
• Develop roadmaps to deliver self-service capabilities across the order life cycle in areas such as order tracking & visibility, returns & exchanges, substitutions, or canceling & editing orders.
• Define and lead requirements with key partners (product management, design, and engineering), championing experience improvements and promoting standardization across the customer experience.
• Define business objectives and measure progress in achieving results, demonstrating strong commitment towards goals and driving complex projects.

Requirements

• 5+ years of experience in business or product operations & strategy, process improvement, or related fields.
• Strong oral and written communication skills, including the ability to develop and deliver complex messages simply and actionably.
• Strong analytical skills with the ability to leverage information from disparate sources to deliver comprehensive analysis.
• Proven ability to bridge data with business insights to drive relevant, actionable output.
• Team player who is a self-starter and able to thrive in a dynamic, results-oriented environment.
• Customer-centric and passionate about improving the customer experience.
• Previous eCommerce or Retail experience; operations or customer experience roles a plus.

Nice-to-haves

• Master's degree in a related field and 3 years' experience in project management, program management, or related area.
• Background in creating inclusive digital experiences and knowledge of implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards.

Benefits

• 401(k) match
• Stock purchase plan
• Paid maternity and parental leave
• PTO
• Multiple health plans
• Short-term and long-term disability
• Company discounts
• Education assistance for associates and dependents
• Paid time off for military service
• Paid time off for vacation, sick leave, and parental leave.