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Associate Manager, Operations

Walmart


Location:
San Bruno, CA 94066
Date:
02/10/2018
2018-02-102018-03-12
Walmart
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Job Details

990736BRReq ID:990736BRCompany Summary:Walmart Global eCommerce is comprised of Walmart.com, VUDU, SamsClub.com, and our technical powerhouse @WalmartLabs. Here, innovators incubate next gen e-commerce solutions in real-time. We integrate online, physical, and mobile shopping experiences for billions of customers around the globe. How do we do it? We continuously build and invest in new technology including open source tools and big data innovations. Data scientists, front and back-end engineers, product managers, and web and UX/UI teams collaborate alongside e-commerce experts to envision, prototype, and bring revolutionary ideas to life in a dynamic, flexible and fun work culture.Job Title:Associate Manager, OperationsPosition Summary:Walmart Grocery is looking for a customer-oriented, technically savvy individual who will use business analysis around customer website escalations to drive projects that will enhance the customer experience. This Customer Care position will be in charge of managing our site escalations and triaging with engineering teams to fix bugs and implement new features to improve the customer experience. Were looking for someone who cares about the customer experience and is familiar with working with engineers. The Walmart Grocery business is rapidly growing, so we want someone adaptable and willing to work in all areas of customer care that need help. This position must:

Manage escalated website issues, and complies data to support prioritization of bug fixes and site enhancements

Handle escalated customer issues, ability to walk customers through troubleshooting to ensure their site issues are fixed

Act as a gateway between operations, engineering, and customer care

Manage contact center business intelligence, metrics, and reporting, and ensures analyses are communicated to cross-functional business partners and external partners

Support Operations Manager in developing strategy and process improvement

Assist in streamlining and improving contact center processes and knowledge base

Comply with company policies, procedures, and standards of ethics and integrityCity:SAN BRUNOState:CAPosition Description:Walmart Grocery is looking for a customer-oriented, technically savvy individual who will use business analysis around customer website escalations to drive projects that will enhance the customer experience. This Customer Care position will be in charge of managing our site escalations and triaging with engineering teams to fix bugs and implement new features to improve the customer experience. Were looking for someone who cares about the customer experience and is familiar with working with engineers. The Walmart Grocery business is rapidly growing, so we want someone adaptable and willing to work in all areas of customer care that need help. This position must:

Manage escalated website issues, and complies data to support prioritization of bug fixes and site enhancements

Handle escalated customer issues, ability to walk customers through troubleshooting to ensure their site issues are fixed

Act as a gateway between operations, engineering, and customer care

Manage contact center business intelligence, metrics, and reporting, and ensures analyses are communicated to cross-functional business partners and external partners

Support Operations Manager in developing strategy and process improvement

Assist in streamlining and improving contact center processes and knowledge base

Comply with company policies, procedures, and standards of ethics and integrity



#LI-KA2Minimum Qualifications: Strong technical skills, including experience with JIRA or familiarity with coding

Strong analytical and quantitative skills

Excellent leadership and interpersonal skills; ability to collaborate, persuade, communicate and motivate others

Ability to work independently and multi-task in a fast-paced environment

Bachelors DegreeAdditional Preferred Qualifications: 1+ year contact center/ customer service experience with clear and unwavering focus on the customer

1+ years of experience in Microsoft Office programs, with particular emphasis on Outlook, PowerPoint, and Excel.Category:Customer Service and Call Center Division:Walmart.comDivision Summary:The Walmart.com team is here to provide amazing digital and physical experiences for our customers with seamless access to products and services they want. Marketplace allows us to present an even wider array of vendor products on Walmart.com and beyond. Behind the scenes, e-commerce experts are focused on category growth, program management, business development, and seller onboarding. We continuously strive to deliver incredible selection, ease, and e-commerce innovation to customers.Employment Type:Full TimeRequisition Template:eCommerce Department Summary:The Customer Experience team lives on the front line of e-commerce innovation. This collaborative team, made up of engineering, UX, product management, along with web and technology evangelists, is rapidly iterating new products and site features at scale. We deliver high performing solutions - from our next gen front-end platform (node.js and react.js) to our best-in-class backend payments platform which powers web, mobile and API solutions. Continuous innovation and immediate feedback by billions of customers make this work incredibly exciting!
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