Knowledge Base Manager - Customer Care DFW

Knowledge Base Manager - Customer Care DFW

  • Location FORT WORTH, TX
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type Full Time
  • Position Type Salary
  • Requisition 1300197BR

What you'll do at

Leads Knowledge Base Management. Supports the implementation of change initiative projects to achieve desired results by leading the execution of transformation change and processes; developing plans to implement processes; assessing the organization's readiness for change; managing expectations; adjusting approaches so that positive change is adopted by all business partners and stakeholders; and ensuring timely project management from pilot through implementation stage to enable sustainable processes throughout the business unit.
Implements initiatives and processes for key business functions to drive business goals, objectives, and programs by analyzing data and evaluating key business components in order to assess current performance baselines; identifying key business functions' gaps, opportunities, and needed improvements; evaluating and updating current practices on a continuous basis; developing improvement solutions; ensuring program processes are simple, executable, and sustainable for future use with manageable rollout plans; consulting with cross-functional teams to get alignment on improvement solutions; and communicating changes and solutions to key stakeholders in order to get buy-in and drive behavior change.
Manages workstreams of process improvement programs by evaluating and determining improvement needs; partnering with cross-functional teams to develop the operational strategy to simplify processes; providing guidance and expertise on company policies, practices, and procedures; ensuring proper controls, tools, and materials are present in order to enhance behavior change; partnering with stakeholders to ensure alignment and support of the processes; monitoring program performance in relation to metrics; identifying post-implementation issues and concerns; and developing and gaining buy-in on changes and resolutions.
Manages workstreams of projects by identifying areas of opportunity; determining proper procedures and guidelines for advising on, executing, and documenting organizational practices across multiple countries; understanding the global trends that affect the business; demonstrating and communicating working knowledge of industry best practices and Walmart policies and procedures in business area of expertise; anticipating issues of concern; and being proactive in recommending sustainable solutions in area of expertise.
Helps develop strategies, processes, and best practices by conducting modeling and statistical analyses; partnering with cross-functional teams across the business; benchmarking with industry experts through continuous education and use of networks; developing assessments of key opportunities; demonstrating the ability to translate technical solutions into business solutions; supporting the development of long-term plans and project timelines; and communicating with and influencing decision-makers and executives within the organization.
Coordinates, completes, and oversees job-related activities and assignments by developing and maintaining relationships with key stakeholders; supporting plans and initiatives to meet customer and business needs; identifying and communicating goals and objectives; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; and demonstrating adaptability and promoting continuous learning.
Provides supervision and development opportunities for associates by hiring and training; mentoring; assigning duties; providing recognition; and ensuring diversity awareness.
Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by implementing related action plans; utilizing and supporting the Open Door Policy; and providing direction and guidance on applying these in executing business processes and practices.

Minimum Qualifications

  • Bachelor s degree in Business, Communications, Supply Chain, or related field and 2 years experience in consulting, project management, business strategy, or relevant area OR 4 years project management, business strategy, leading cross-functional teams in a Operations environment or related area.
Tavel 15% of time

Preferred Qualifications

  • 1 year s experience leading and mentoring Six Sigma projects.
  • 3 years experience leading cross functional teams.
  • Master s degree in Finance, Human Resources, Customer Care, Supply Chain, or related field .
  • Six Sigma certification.

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.

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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