Sr. Manager, Partner Knowledge & Documentation

Sr. Manager, Partner Knowledge & Documentation

What you'll do at

The Partner Operations group is one of the fastest growing, dynamic business units within the Walmart.com ecosystem. We enable the rapid growth of Walmart’s digital business units through a maniacal focus delivering exceptional partner experiences & support for our Marketplace sellers, Drop Ship Vendors & Suppliers across both Walmart.com & Jet.com. This team is heavily involved in the effort to bring Walmart to the forefront of ecommerce and will continue to be a linchpin of the organization as we scale operations into the future.


Job Summary

The Senior Manager of Partner Knowledge & documentation is responsible for the development & creation of all Partner facing documentation & materials including, but not limited to email, program or policy language, surveys & partner portal verbiage. In addition to standardizing our go to market voice and Marketplace brand positioning, you will own the strategic direction of our Partner facing Knowledge Management environment and its continual evolution with the goal of delivering highly intuitive, exceptionally useful self-help solutions. This role requires a well-developed business acumen & must be highly effective in both day to day execution as well as defining & delivering against longer term strategic initiatives.

Requires close partnership with numerous internal business, technology & product teams, including especially close relationships with Partner Support & Legal. When appropriate, drives alignment across the business to ensure partner facing business units have absolute clarity & awareness on partner communications (e.g. call center, services centers, Category teams etc.)

Responsibilities

• End-to-end ownership of all content aspects of Knowledge Management ecosystem
• Define success metrics and leverage analytics as well as user feedback to continually monitor knowledge management performance & drive continual improvement
• Develop knowledge management strategies and operational processes to improve the learning and performance of users
• Develop & establish mechanisms that fully support all aspects of the knowledge management life-cycle, including knowledge creation, storage, organization & distribution
• Front line user communications, including email, video, Webinars, in-context solutions, chat support, etc
• Manage a team responsible for daily Knowledge Management Activities such as:
• Communications Workflow Management: Intake, Publication, QC and Maintenance
• Knowledge Management Administration: End User Feedback, Workflow Administration, Data Architecture (taxonomy, metadata, tuning), Governance, Communications, Reporting

Minimum Qualifications

• Minimum of 5 -7 years’ experience leading Knowledge management initiatives in B2B & B2C applications
• Demonstrated leadership experience and a history of productive collaboration & influence across all levels of an organization
• Outstanding written & verbal communication
• Excellent analytical, problem-solving and project leadership skills
• Obsession for creating & delivering exceptional customer experiences
• Certifications (preferred, but not required): Knowledge Management CKM/CKP, Knowledge Centered Support-KCS, Metadata and Taxonomy

Preferred qualifications
• Certifications in: Knowledge Management CKM/CKP, Knowledge Centered Support-KCS, Metadata and Taxonomy
• Practical experience in Customer Service, Operations & technology environments
• Background and/or certifications in continual improvement methodologies – i.e. Six Sigma

About Walmart.com

The Walmart US 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 merchandising, marketing, supply chain, talent and more, we are reimaging the intersection of digital and physical shopping to help achieve that mission.
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All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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