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Job description
Sr Product Manager, Customer Care Product – Service CRMCustomer Care plays a key role in shaping the future of our customer experience for US eCommerce customers of Walmart.com, Walmart Stores US and other affiliated brands like Shoes and Art.com by recommending and championing products, processes and solutions to improve Customer Care systems with a focus on Service CRM.As a key member of the Customer Care Product organization, the Product Manager will help define the strategy, priorities and roadmap of support systems functionality for Customer Service Technology Solutions.This is a unique opportunity to be part of a “once in a decade” journey as we are transforming customer service and its underlying technology at Walmart from ground up to enable true omni channel customer care.If you are a unique individual with a combination of product sensibility, technical expertise and the ability to build cross-functional partnerships to make a significant difference, then you’ll love this role.Responsibilities:Build products with superior user experience, understand how customers interact with the experience & iterate on it.Be the subject matter expert on Customer Care CRM Product & Technology.Develop and champion product vision, strategy, and roadmap for the Customer Care product area in support of corporate goals and objectives.Ensure analytical methods, tools and resources are in place to identify areas of opportunity for our customer care, including cost savings, contact reduction and customer satisfaction.Define and drive the execution of a complex roadmap for Service CRM. You have strong project management skills that will enable to juggle multiple projects and long lists of requirements at the same time.Drive the product discovery process for large complex, and/or ambiguous projects.Drive consensus and deliver in a matrixed organization with multiple stakeholders.Facilitate communication and planning between Customer Care Operations team, Cx Product and Engineering, Stores Care teams. Ability to lead Customer Care Product direction with these audiences with confidence and authority.Build strong relationships with stakeholders and end users of our Products.Promote and support company policies, procedures, mission, values, and standards of ethics and integrity.We are building a high-performance team and looking for others who will challenge us to become even better. Come join an organization where you’ll have the opportunity to contribute significant impact by solving problems at a scale available to only a few entities in the world. At Walmart eCommerce, the products you create are only bound by the scope of your imagination.Minimum Qualifications:5+ years of relevant work experience in product management, ideally in a in Customer Service related role, owning and driving end-to-end product requirements across multiple technology teams.Strong understanding of the Customer Service Product domain.Ability to lead, drive consensus and deliver in a matrix organization with multiple stakeholders. You are an expert in building partnerships.Strong project management skills.Metrics driven, can draw insights from large data sets to iterate over product quickly.Ability to prioritize well, communicate clearly and understand how to drive a high level of focus and excellence with a strong, talented, opinionated team.Experience delivering technology products/services in a high growth environment with a demonstrated ability to translate customer needs into business and product requirements.Bachelor’s degree in Computer Science, Business Administration, Information Systems, or related field and 5+ years experience in product management, business systems analysis, business consulting, or related field.Ideal candidate has experience in the Customer Service space, and/or Service CRM space.
Worksite address
san bruno, CA, 94066, US
Who can apply
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