Associate Manager, Operations

Associate Manager, Operations

  • Location SAN BRUNO, CA
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type -
  • Position Type -
  • Requisition 990736BR

What you'll do at

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. We’re 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-KA2

Minimum 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
• Bachelor’s Degree

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.

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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