Walmart
Director, Operations, Member Care - Walmart +
Walmart, Bentonville, Arkansas, United States, 72712
Position Summary:Walmart+ is a membership program that brings undeniable value to our members through in-store and digital benefits like no other retailer can. With membership benefits like Free Delivery from Store, Free shipping with no order minimum, Mobile scan & go in-store, and Member prices on Fuel, Walmart+ helps our members save time & money.Specific Responsibilities Include:
Lead and develop a team of talented individuals and foster a collaborative team culture.Develop and implement strategies to ensure the best member care and membership management experience, which result in improved NPS and retention (self service, appeasements, retention call center, etc.). Set clear goals and monitor progress towards goals.Provide overall direction for member care and membership management by analyzing business objectives and member needs; developing, communicating, building support for, and implementing business strategies, plans, and practices.Develop and leverage internal and external partnerships and networks to execute on and maximize the achievement of business goals.Oversee the execution of large-scale, complex projects, and programs by managing and modifying associated project plans; creating and managing task timelines; ensuring the monitoring of success metrics and communicating effectively to key stakeholders.Influence key business stakeholders.The ideal candidate will be an innovative, adaptable, strategic, & results-oriented leader with a deep passion for the member experience. This role is highly collaborative, working with talented colleagues across Enterprise Care and Ops teams, Product, Marketing, Walmart+, and we are looking for someone who is adaptable and can work cross-functionally.Required:
Established servant leader.Seasoned professional with extensive experience in a membership and/or subscription business, building up new programs that drive membership outcomes such as retention (i.e. churn prevention) and member lifetime value (i.e. member engagement and appeasements).Critical thinker and strategic mindset, with the demonstrated ability to build and drive holistic strategy, making data and insight-based decisions and showing both the ability to execute against a roadmap and also to be agile through test, learn, and iteration.Customer/member-centric mindset; takes ownership within organization to be the voice of the customer/member, and relentlessly drives initiatives and processes to resolve customer/member pain points, ranging from big to small.Proven ability to work in cross-functional and matrixed environments; able to influence without authority, leveraging data and analytical insights to tell stories and secure buy-in from key stakeholders.Preferred:
Subject matter expert in customer care, with significant exposure and experience working on call center technology, self-service and assisted-service care operations.Experience building and driving account management strategy for membership/subscription business.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.The annual salary range for this position is $110,000.00-$220,000.00. Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include stock.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:
Working on cross-functional teams or projects. Masters: Business Administration. Project Management - Project Management Professional - Certification.Primary Location:
702 Sw 8Th St, Bentonville, AR 72716, United States of America.
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Lead and develop a team of talented individuals and foster a collaborative team culture.Develop and implement strategies to ensure the best member care and membership management experience, which result in improved NPS and retention (self service, appeasements, retention call center, etc.). Set clear goals and monitor progress towards goals.Provide overall direction for member care and membership management by analyzing business objectives and member needs; developing, communicating, building support for, and implementing business strategies, plans, and practices.Develop and leverage internal and external partnerships and networks to execute on and maximize the achievement of business goals.Oversee the execution of large-scale, complex projects, and programs by managing and modifying associated project plans; creating and managing task timelines; ensuring the monitoring of success metrics and communicating effectively to key stakeholders.Influence key business stakeholders.The ideal candidate will be an innovative, adaptable, strategic, & results-oriented leader with a deep passion for the member experience. This role is highly collaborative, working with talented colleagues across Enterprise Care and Ops teams, Product, Marketing, Walmart+, and we are looking for someone who is adaptable and can work cross-functionally.Required:
Established servant leader.Seasoned professional with extensive experience in a membership and/or subscription business, building up new programs that drive membership outcomes such as retention (i.e. churn prevention) and member lifetime value (i.e. member engagement and appeasements).Critical thinker and strategic mindset, with the demonstrated ability to build and drive holistic strategy, making data and insight-based decisions and showing both the ability to execute against a roadmap and also to be agile through test, learn, and iteration.Customer/member-centric mindset; takes ownership within organization to be the voice of the customer/member, and relentlessly drives initiatives and processes to resolve customer/member pain points, ranging from big to small.Proven ability to work in cross-functional and matrixed environments; able to influence without authority, leveraging data and analytical insights to tell stories and secure buy-in from key stakeholders.Preferred:
Subject matter expert in customer care, with significant exposure and experience working on call center technology, self-service and assisted-service care operations.Experience building and driving account management strategy for membership/subscription business.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.The annual salary range for this position is $110,000.00-$220,000.00. Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include stock.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:
Working on cross-functional teams or projects. Masters: Business Administration. Project Management - Project Management Professional - Certification.Primary Location:
702 Sw 8Th St, Bentonville, AR 72716, United States of America.
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