Manager, Process Improvement (Ops readiness/ Change Management) - job 2 of 2

Position Summary...

What you'll do...

Approved Locations: Bentonville, AR; San Bruno/Sunnyvale, CA; Bellevue, WA

About the Marketplace Shared Services Team:

We help our Marketplace partners by providing a dynamic approach to meeting their needs. This emerging team is continually implementing new processes and growing rapidly.  We are enthusiastic about delivering for our customer and are a fun, hardworking, and innovative team looking for more associates to join the group.

About this role

We are looking for a proactive and strategic Change Management and Operational Readiness Specialist to join our customer support team in an e-commerce marketplace environment. This role is crucial in ensuring that our customer support operations are fully prepared and equipped to handle changes effectively. You will drive change initiatives, develop readiness plans, and collaborate with various teams to ensure seamless transitions and continuous improvement in our customer support processes.

Minimum Qualifications:

• 3-5 years of experience in eCommerce
• 3-5 years of experience in customer support
• Experience in project management, change management and/or operational readiness.

Preferred Qualifications:

• Certification in change management (e.g., Prosci, ACMP) is preferred.
• Project management certification (e.g., PMP, PRINCE2) is a plus.
• Excellent communication, facilitation, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in project management and change management tools.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with strong organizational and time management skills.

You’ll make an impact by:

Change Management:

• Develop and implement change management strategies and plans to support customer support initiatives and projects.
• Conduct impact analyses, assess change readiness, and identify key stakeholders.
• Create and deliver communication plans to ensure stakeholders are informed and engaged throughout the change process.
• Develop training programs and materials to support change initiatives.

Operational Readiness:

• Ensure the customer support team is prepared for new product launches, process changes, and system implementations.
• Develop and execute operational readiness plans, including risk assessments, contingency planning, and go-live support.
• Coordinate with cross-functional teams to align operational readiness activities with project timelines.
• Monitor and report on the readiness status and identify areas for improvement.

Collaboration & Communication:

• Work closely with customer support leadership, product managers, IT, and other stakeholders to ensure alignment on change initiatives.
• Facilitate workshops, meetings, and training sessions to support change and operational readiness efforts.
• Communicate effectively with stakeholders at all levels to ensure clear understanding and alignment on objectives and outcomes.

Performance Measurement:

• Develop and track key performance indicators (KPIs) to measure the effectiveness of change management and operational readiness activities.
• Conduct post-implementation reviews to assess the success of change initiatives and identify lessons learned.
• Provide regular updates and reports to senior management on the status and outcomes of change and readiness efforts.

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.

Benefits & Perks: 

Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more. 

Equal Opportunity Employer 

Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people. 

Who We Are

Join Walmart and your work could help over 275 million global customers live better every week. Yes, we are the Fortune #1 company. But you’ll quickly find we’re a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world’s most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement.  From day one, you’ll be empowered and equipped to do the best work of your life. careers.walmart.com

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.

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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.

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For information about PTO, see https://one.walmart.com/notices.

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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.

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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.

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For information about benefits and eligibility, see One.Walmart.

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San Bruno, California US-08848:The annual salary range for this position is $104,000.00-$202,000.00

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Bentonville, Arkansas US-09401:The annual salary range for this position is $80,000.00-$155,000.00

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Additional compensation includes annual or quarterly performance bonuses.

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Additional compensation for certain positions may also include:

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- Stock

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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.

Minimum Qualifications: Bachelor’s degree in Finance, Human Resources, Engineering, Supply Chain, or related field and 2 years’ experience in consulting, project management, business strategy, or relevant area OR 4 years’ experience in consulting, project management, business strategy, or related area.

Preferred Qualifications...

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

Leadership of cross-functional task forces or projects, Project Management

Masters, Masters: Human Resources, Masters: Supply Chain

Lean Six Sigma Champion Certification - Certification

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of America