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Senior Product Manager - Customer Care Products

Company: Walmart
Location: Sunnyvale
Posted on: August 17, 2019

Job Description:

Description Position Description Customer Care plays a key role in shaping the future of our customer experience for US eCommerce customers of Walmart, Jet, Hayneedle and other affiliated brands like Shoes and ******* by recommending and championing products, processes and solutions to improve Customer Care systems, Order Operations, and Order Management systems. As a member of the Customer Care Product organization, the Senior Product Manager will help define the strategy, priorities and roadmap of support systems functionality for Customer Service Technology Solutions. This is an opportunity for a unique individual with a combination of product sensibility, technical expertise and the ability to build cross-functional partnerships to make a significant difference. This role will be reporting directly into the Senior Manager, Customer Care Product. Responsibilities: ?Build products with superior user experience (mostly for our customer service agents), understand how customers interact with the experience & iterate on it. ?Be the subject matter expert on Customer Care CRM Product & Technology. ?Develop and champion product vision, strategy, and roadmap for the Customer Care product area in support of corporate goals and objectives. ?Ensure analytical methods, tools and resources are in place to identify areas of opportunity for our customer care, including cost savings, contact reduction and customer satisfaction. ?Define and drive the execution of a complex roadmap for Service CRM. You have strong project management skills that will enable to juggle multiple projects and long lists of requirements at the same time. ?Drive the product discovery process for large complex, and/or ambiguous projects. ?Drive consensus and deliver in a matrixed organization with multiple stakeholders. ?Facilitate communication and planning between Customer Care Operations team, Cx Product and Engineering, Stores Care teams. Ability to lead Customer Care Product direction with these audiences with confidence and authority. ?Build strong relationships with stakeholders and end users of our Products. ?Promote and support company policies, procedures, mission, values, and standards of ethics and integrity We are building a high-performance team and looking for others who will challenge us to become even better. Come join an organization where you??ll have the opportunity to contribute significant impact by solving problems at a scale available to only a few entities in the world. At Walmart eCommerce, the products you create are only bound by the scope of your imagination. Develops and champions a product vision, strategy, and roadmap for a product area in support of corporate goals and objectives Drives the execution of multiple business plans and projects for Product Management Drives the product discovery process for large complex, and/or ambiguous projects Manages vendor relationships Promotes and supports company policies, procedures, mission, values, and standards of ethics and integrity Supports product implementation and deployment for large, complex, and ambiguous projects - Develops and champions a product vision, strategy, and roadmap for a product area in support of corporate goals and objectives - Drives the execution of multiple business plans and projects for Product Management - Drives the product discovery process for large complex, and/or ambiguous projects - Manages vendor relationships - Promotes and supports company policies, procedures, mission, values, and standards of ethics and integrity - Supports product implementation and deployment for large, complex, and ambiguous projects Minimum Qualifications ?5+ years of relevant work experience in product management, ideally in a in Customer Service related role, owning and driving end-to-end product requirements across multiple technology teams. ?Strong understanding of the Customer Service Product domain. ?Ability to lead, drive consensus and deliver in a matrix organization with multiple stakeholders. You are an expert in building partnerships. ?Strong project management skills. ?Metrics driven, can draw insights from large data sets to iterate over product quickly. ?Ability to prioritize well, communicate clearly and understand how to drive a high level of focus and excellence with a strong, talented, opinionated team. ?Experience delivering technology products/services in a high growth environment with a demonstrated ability to translate customer needs into business and product requirements. ?Some travel may be required. - Bachelor??s degree in Computer Science, Business Administration, Information Systems, or related field and 5 years experience in product management, business consulting, or related field . Additional Preferred Qualifications Company Summary The Walmart eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world??s largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in technology, merchandising, marketing, supply chain, talent and more, we are reimagining the intersection of digital and physical shopping to help achieve that mission. Position Summary Position Description Customer Care plays a key role in shaping the future of our customer experience for US eCommerce customers of Walmart, Jet, Hayneedle and other affiliated brands like Shoes and ******* by recommending and championing products, processes and solutions to improve Customer Care systems, Order Operations, and Order Management systems. As a member of the Customer Care Product organization, the Senior Product Manager will help define the strategy, priorities and roadmap of support systems functionality for Customer Service Technology Solutions. This is an opportunity for a unique individual with a combination of product sensibility, technical expertise and the ability to build cross-functional partnerships to make a significant difference. This role will be reporting directly into the Senior Manager, Customer Care Product. Responsibilities ? Build products with superior user experience (mostly for our customer service agents), understand how customers interact with the experience & iterate on it. ? Be the subject matter expert on Customer Care CRM Product & Technology. ? Develop and champion product vision, strategy, and roadmap for the Customer Care product area in support of corporate goals and objectives. ? Ensure analytical methods, tools and resources are in place to identify areas of opportunity for our customer care, including cost savings, contact reduction and customer satisfaction. ? Define and drive the execution of a complex roadmap for Service CRM. You have strong project management skills that will enable to juggle multiple projects and long lists of requirements at the same time. ? Drive the product discovery process for large complex, and/or ambiguous projects. ? Drive consensus and deliver in a matrixed organization with multiple stakeholders. ? Facilitate communication and planning between Customer Care Operations team, Cx Product and Engineering, Stores Care teams. Ability to lead Customer Care Product direction with these audiences with confidence and authority. ? Build strong relationships with stakeholders and end users of our Products. ? Promote and support company policies, procedures, mission, values, and standards of ethics and integrity We are building a high-performance team and looking for others who will challenge us to become even better. Come join an organization where you??ll have the opportunity to contribute significant impact by solving problems at a scale available to only a few entities in the world. At Walmart eCommerce, the products you create are only bound by the scope of your imagination. ? Develops and champions a product vision, strategy, and roadmap for a product area in support of corporate goals and objectives ? Drives the execution of multiple business plans and projects for Product Management ? Drives the product discovery process for large complex, and/or ambiguous projects ? Manages vendor relationships ? Promotes and supports company policies, procedures, mission, values, and standards of ethics and integrity ? Supports product implementation and deployment for large, complex, and ambiguous projects Minimum Qualifications ? 5+ years of relevant work experience in product management, ideally in a in Customer Service related role, owning and driving end-to-end product requirements across multiple technology teams. ? Strong understanding of the Customer Service Product domain. ? Ability to lead, drive consensus and deliver in a matrix organization with multiple stakeholders. You are an expert in building partnerships. ? Strong project management skills. ? Metrics driven, can draw insights from large data sets to iterate over product quickly. ? Ability to prioritize well, communicate clearly and understand how to drive a high level of focus and excellence with a strong, talented, opinionated team. ? Experience delivering technology products/services in a high growth environment with a demonstrated ability to translate customer needs into business and product

Keywords: Walmart, Sunnyvale , Senior Product Manager - Customer Care Products, Executive , Sunnyvale, California

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