Product Manager

Walmart Stores SAN BRUNO, CA

About the Job

Position Description


Drive the product strategy, vision and roadmap for the Walmart.com customer care and deliver solution that meet customer care KPIs.
Deploy analytical methods, tools and resources to identify areas of opportunity for Walmart.com customer care, including cost savings, contact reduction and customer satisfaction.
Drive transformational initiatives to achieve major financial goals or KPI’s.
Manage applicable system solutions for customer care and ensure end to end ownership of solutions by working with relevant cross-functional groups.
Communicate project benefits and champion product design and experience throughout the organization.
Partner with other product teams in ecommerce and stores to incorporate feedback into product development and improvement.
Develop thought leadership and help build a world-class customer care products
Work cross-functionally across multiple locations so communication, collaboration, and organization are key to your success. 


#LI-KA2

Minimum Qualifications


Bachelor’s degree required. Business, or engineering preferred.
4+ years of experience in product management, business consulting, supply chain or related field
Product experience driving product vision and roadmap with a track record of leading teams to deploy innovative solutions that deliver measurable results at scale.
Knowledge of technical solutions used in e-commerce space and familiarity with system architecture, API’s and data science (including machine learning).
Understanding of agile methodology, reverse logistics systems and customer care tools and interactions.
Excellent people management and relationship building skills.
Experience in an online marketplace.
Uncompromising commitment to the customer.
Experience in leading cross functional teams to solve complex business problems and deploy innovative solutions
Strong presentation and influencing skills and the ability to interact with executive level business and technical partners
Excellent written and verbal communication skills with ability to champion product solutions throughout the organization
Self-starter with a strong attention to detail and an ability to deal with ambiguity
Attitude to thrive in a fun, fast-paced start-up like environment
Experience leading teams and delivering results in a cross-functional organization
Be the customer: You have a deep understanding of how to connect with and develop amazing experience for the customer- Product management (or similar) experience with proven track record of launching products
- Very strong verbal & written communication skills
- Experience with eCommerce or internet based products

Additional Preferred Qualifications


- Experience in customer care, post purchase type of areas
- technical background
- MBA or Engineering type of education preferred

Company Summary


About Walmart US eCommerce
Walmart is reshaping eCommerce as we know it. Based in San Bruno & Sunnyvale, CA, we are group of shopping sites on the relentless pursuit to build the greatest customer experience in the world. At Walmart US eCommerce, we believe in bold. That means taking risks, asking “why not”, looking where no one’s looked before and crushing it! Our engineers are utilizing and building world-class technologies, to optimize the supply chain, remove unnecessary costs, sprinkle in some surprise and delight all while saving consumers every penny possible and we’re just getting started. At Walmart US eCommerce, we have worked hard to build a culture that stresses the importance of learning and of sharing knowledge. If you want to be part of the team that is disrupting the shopping norm and you’re capable of smashing the status quo, we have a hunch you’d look good in purple and blue.

Position Summary


About the Job
Walmart U.S. eCommerce is looking for a strong Product Manager to develop and execute the product strategy, vision and roadmap for the Walmart.com Customer Care and deliver solutions that enable our customer care associates to take care of the customers in the most efficient manner, resulting in high customer satisfaction and delight to our customers.

The Product Manager will utilize data, analytics and voice of customer surveys to create customer care solutions to help our customers while incorporating requirements from internal stakeholders (Operations, Training, and Finance etc). This leader will also lead the product effort for complex, cross-functional, and highly visible strategic customer care initiatives. As such, this leader will be able to identify key risks, dependencies, and work with the requisite teams to put solutions in place that will achieve the program outcomes.

This customer care experience product manager will be skilled at engaging and communicating to senior management across multiple domains, as well as dive deep into details when needed to craft solutions. The breadth of engagement for this role functionally spans product management and engineering, strategy, post purchase experience, customer and store operations & analytics.

Walmart U.S. eCommerce operates several consumer facing shopping experiences including Walmart.com, Jet.com, Hayneedle.com, Modcloth, and Shoes.com.
Job Location: San Bruno, CA

Position Description
The responsibilities of this role include:
 Drive the product strategy, vision and roadmap for the Walmart.com customer care and deliver solution that meet customer care KPIs.
 Deploy analytical methods, tools and resources to identify areas of opportunity for Walmart.com customer care, including cost savings, contact reduction and customer satisfaction.
 Drive transformational initiatives to achieve major financial goals or KPI’s.
 Manage applicable system solutions for customer care and ensure end to end ownership of solutions by working with relevant cross-functional groups.
 Communicate project benefits and champion product design and experience throughout the organization.
 Partner with other product teams in ecommerce and stores to incorporate feedback into product development and improvement.
 Develop thought leadership and help build a world-class customer care products
 Work cross-functionally across multiple locations so communication, collaboration, and organization are key to your success. 

Minimum Qualifications
 Bachelor’s degree required. Business, or engineering preferred.
 4+ years of experience in product management, business consulting, supply chain or related field
 Product experience driving product vision and roadmap with a track record of leading teams to deploy innovative solutions that deliver measurable results at scale.
 Knowledge of technical solutions used in e-commerce space and familiarity with system architecture, API’s and data science (including machine learning).
 Understanding of agile methodology, reverse logistics systems and customer care tools and interactions.
 Excellent people management and relationship building skills.
 Experience in an online marketplace.
 Uncompromising commitment to the customer.
 Experience in leading cross functional teams to solve complex business problems and deploy innovative solutions
 Strong presentation and influencing skills and the ability to interact with executive level business and technical partners
 Excellent written and verbal communication skills with ability to champion product solutions throughout the organization
 Self-starter with a strong attention to detail and an ability to deal with ambiguity
 Attitude to thrive in a fun, fast-paced start-up like environment
 Experience leading teams and delivering results in a cross-functional organization
 Be the customer: You have a deep understanding of how to connect with and develop amazing experience for cu