Staff, Product Manager – CRM Platforms & Agent Experience

Position Summary...

As a Staff Product Manager, you will lead the strategy, roadmap, and execution for high-impact product capabilities within Walmart’s Enterprise Care ecosystem. You will own complex CRM product domains including Agent Desktop experiences, Salesforce capabilities, customer identity, workflow orchestration, omnichannel customer engagement, Agent Assist, and care operations tooling.

This role requires strong product execution, customer empathy, technical understanding, and the ability to drive alignment across engineering, design, analytics, operations, and business stakeholders.

You will help shape scalable customer care experiences while partnering closely with Principal PMs and senior leadership to deliver measurable business outcomes.

What you'll do...

Key Responsibilities Product Ownership & Daily Execution

• Own day-to-day product management responsibilities for CRM and customer support capabilities.
• Maintain and prioritize the product backlog based on business impact, operational needs, and customer feedback.
• Partner closely with engineering teams during sprint planning, backlog grooming, daily standups, testing, and release execution.
• Translate business and operational requirements into clear user stories, acceptance criteria, and product documentation.
• Work directly with customer care operations teams to identify workflow pain points and process inefficiencies.
• Monitor production issues, support escalations, feature adoption, and operational metrics.
• Coordinate with QA, engineering, and business teams to validate releases and ensure successful deployments.
• Drive continuous product improvements through analytics, customer feedback, and operational insights.
• Support roadmap execution and delivery planning across multiple concurrent initiatives.

Product Strategy & Feature Development

• Support CRM roadmap planning and execution in partnership with Principal PMs and engineering leadership.
• Identify opportunities to improve customer and associate experiences through CRM enhancements, automation, AI-enabled tooling, workflow optimization, and intelligent routing.
• Define feature requirements, workflows, and success metrics for customer support capabilities.
• Participate in discovery sessions, operational reviews, and stakeholder workshops.
• Assist in evaluating new technologies, integrations, and process improvements.

Cross-Functional Delivery

• Partner closely with engineering, UX, analytics, operations, and support teams to deliver scalable CRM capabilities.
• Track delivery milestones, dependencies, blockers, and risks across active initiatives.
• Facilitate alignment meetings, demos, operational reviews, and stakeholder updates.
• Support UAT coordination, rollout planning, change management, and adoption efforts.
• Drive experimentation, analytics, and continuous optimization initiatives.
• Ensure delivered solutions meet operational requirements, customer needs, and platform standards.

Stakeholder Management

• Collaborate with operations, customer support, analytics, business, and engineering stakeholders.
• Drive alignment across enterprise teams and partner organizations.
• Communicate product strategy, roadmap updates, risks, and business impact to leadership.
• Support roadmap planning and prioritization discussions.

Customer & Associate Experience

• Advocate for both customer and associate experiences in all product decisions.
• Partner with customer care operations teams to identify workflow pain points and opportunities.
• Leverage data, research, and operational insights to improve support experiences.

Technical & Data Fluency

• Work effectively with engineering teams on CRM integrations, APIs, customer data flows, workflow orchestration, Salesforce capabilities, and platform dependencies.
• Use analytics and experimentation frameworks to validate hypotheses and optimize outcomes.
• Support AI-driven initiatives including Agent Assist, workflow intelligence, and automation opportunities.

Team Collaboration & Leadership

• Influence cross-functional teams through collaboration, communication, and strong execution.
• Mentor associate and junior product managers where appropriate.
• Build strong partnerships with customer care operations, engineering, analytics, and business stakeholders.
• Drive operational rigor, accountability, and execution excellence.
• Serve as a reliable day-to-day product leader for CRM initiatives and operational improvements.

Preferred Qualifications

• 7–10+ years of product management experience in retail, eCommerce, customer care, SaaS, CRM, or platform products.
• Experience owning product roadmaps and delivering enterprise-scale capabilities.
• Strong understanding of customer support workflows, CRM systems, or customer experience platforms.
• Experience partnering with engineering, UX, analytics, and operations teams.
• Strong analytical, prioritization, and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Experience using analytics tools, experimentation frameworks, and agile methodologies.
• Hands-on experience with Salesforce, CRM ecosystems, customer support tooling, omnichannel engagement platforms, or customer care technologies.
• Experience with AI/LLM-enabled product capabilities and automation workflows.
• Familiarity with omnichannel customer support ecosystems.
• Experience in large-scale retail or eCommerce environments.
• Exposure to platform product management and workflow orchestration.

The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process. 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 $110,000.00 - $220,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
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Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Option 1: Bachelor’s degree in computer science, engineering, or related area and 7 years’ experience in product management. Option 2: 9 years’ experience in product management or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Master’s degree in Computer Science, Engineering, Business Administration, or related area and 6 years’ experience as a product manager, ideally working on consumer-facing, large-scale, highly complex B2B/C products, We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.

Primary Location...

805 Respect, Bentonville, AR 72716, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.