Director of Customer Experience, Walmart Local Marketplace
Job Description Summary
The Walmart Local Marketplace team is looking for a customer-obsessed, leadership team member to define and optimize the customer experience pre and post transaction. In this role you will own the customer experience strategy, drive improvements to key metrics by building an experiment-driven culture, incubate new customer offerings and oversee expansion into new categories, and lead a high-performing team comprised of business and operations associates. Ownership areas include:
Building the strategy to integrate local shopping into the Walmart site experience, by optimizing existing ways customers browse and buy on the app (revamped search, buy-box, personalization logic) and by implementing new flows to showcase the regional-shopping experience
Lead local marketplace management strategy to optimize for different outcomes based on business and market maturity (growth, profitability, etc) while ensuring a reliable customer experience. Create plans to experiment with different pricing, promotions, fulfillment and catchment frameworks that complement our 1P operations, boost conversion, and improve our unit economics over time
Iterate on post-transaction operations to increase perfect order rate, including boosting on-time delivery percentages and reducing customer support contacts and order defects.
Incubate new categories and lead our efforts to expand into complex retail assortment, like alcohol delivery. Align cross-functional leaders on the vision and work to unblock prioritization from disparate teams to bring a 0 to 1 offering to life.
You Will Be Successful If
You're customer obsessed and deeply understand customers' pain-points and priorities. You have a track-record of developing and optimizing new customer experiences within tech
You develop the organizational vision and the strategic execution plan by performing industry and market analysis; defining metrics to track performance; communicating the vision and strategic execution plan and executing against your roadmap
You're data driven and leverage insights to make informed and impactful decisions. You are adept at storytelling through data to influence business strategy, gain stakeholder buy-in and drive outcomes
You build trust quickly and are an effective communicator. You are able to lead complex initiatives across various functions and stakeholders, and have deep experience managing tech and product partnerships.
You're a strategic problem solver. You are able to break down complex and ambiguous issues, formulating and testing hypothesis, and developing and communicating succinct recommendations
You are outcomes oriented and are committed to identifying and optimizing the key metrics that improve the customer experience. You lead with a test-and-learn approach to quantify the impact of your roadmap.
You understand the local ecommerce landscape and the last-mile delivery space. You are constantly looking for ways to set us apart from the competition and are passionate about retail tech.
You have experience in building and managing high-performing teams and derive enjoyment from helping your reports lean into their strengths and improve in opportunity areas
You'll Make an Impact by
Setting strategic direction for Local Marketplace program by defining, prioritizing, and driving the execution of initiatives most critical to the Customer Experience
Leading with influence and becoming an invaluable thought partner to internal stakeholders by communicating top priorities, challenges, and risks, articulating the "why" behind it all, and rooting recommendations firmly in data.
Exhibiting a growth mindset and ability to operate in ambiguous environments in a highly matrixed org
Growing and managing a team of business, strategy and operations managers, including prioritizing coaching and development, setting performance standards, ensuring accountability and operational excellence, and bringing a relentless drive to generate results.
Creating the space and psychologically safe environment for your team to do their best work and surface creative ideas, rooted in data, to drive the business forward.
What you will need:
10+ years related experience in Consulting, Business Operations, Strategy, or related field
5+ years experience leading cross-functional teams
Experience in consumer-focused retail or ecommerce / marketplace environment
Excellent critical thinking and communication skills with experience and comfort presenting your strategy and positioning to upper-level leadership
Analytical skills and ability to make data-driven decisions
An entrepreneurial spirit and derive fulfillment from building new businesses initiatives from beginning stages
Demonstrated capabilities to think strategically to build a holistic long-term strategy but equally important, you are capable of driving results in-year by crafting a plan and leading teams in execution. You are equally comfortable devising strategic initiatives and operationalizing tactical projects
Ability to thrive in a fast-paced, high-stakes, pressure to deliver results, type of environment where you are not afraid to take bold decisions and be highly accountable.
Problem solving creativity and flexibility in the face of change, obstacles, competing demands and priorities. You can work seamlessly in a fast-paced environment, managing several priorities and staying organized throughout
If you are passionate about shaping the future of local ecommerce at Walmart and possess the skills and experience mentioned above, we invite you to join our team and be a key driver of our success.
Benefits & Perks:
Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.
About Walmart Local Marketplace
The Walmart Local Marketplace team is a new venture at Walmart that is on a mission to revolutionize the local shopping experience. Walmart Local Marketplace partners with local retailers to make their businesses and products discoverable to customers and available for same-day in-store pickup and local delivery. Walmart Local Marketplace is dedicated to building and scaling innovative ways for customers to discover and engage with local sellers seamlessly, boosting product assortment and speed on site, helping local businesses grow, and powering our hyperlocal flywheel.
Who We Are
Join Walmart and your work could help over 265 million global customers live better every week. Yes, we are the Fortune #1 company. But you'll quickly find we're a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world's most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement. From day one, you'll be empowered and equipped to do the best work of your life.
At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices.
Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $132,000.00-$264,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include:
- Stock
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications: Bachelor's degree in Business Administration, Engineering, Operations, or related field and 5 years' experience in operations, project management, or related area OR 7 years' experience in operations, project management, or related area. 3 years' supervisory experience.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Working on cross-functional teams or projects
Masters: Business Administration
Project Management - Project Management Professional - Certification
Primary Location...
250 Hudson St, New York, NY 10013-1006, United States of America
About Walmart
At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability-and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries-all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?
Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.
All the benefits you need for you and your family
Multiple health plan options, including vision & dental plans for you & dependents
Financial benefits including 401(k), stock purchase plans, life insurance and more
Associate discounts in-store and online
Education assistance for Associate and dependents
Parental Leave
Pay during military service
Paid Time off - to include vacation, sick, parental
Short-term and long-term disability for when you can't work because of injury, illness, or childbirth
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific plan or program terms. For information about benefits and eligibility, see One.Walmart.com/Benefits.
Frequently asked questions
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