(USA) Staff, Technology Operations

Position Summary...

What you'll do...

Role summary:
Own the business technology experience for a defined CES technology domain across agent-facing tools, platforms, vendors, and AI capabilities. Serve as the end-to-end business technology owner, translating operational needs into requirements, establishing business acceptance, and ensuring capabilities perform in production, are adopted, and deliver measurable associate, customer, and operational outcomes.
About the team:
The Voice of the Advocate – Systems team manages the business technology experience across agent-facing tools, platforms, vendors, and AI capabilities within CES. Acting as a bridge between business needs and technology execution, the team defines requirements, ensures business acceptance, and delivers measurable outcomes. Collaborating with Operations, Product, Engineering, Analytics, and business units, the team integrates systems into a unified technology ecosystem. They drive continuous improvement, reduce associate effort, and enable faster, consistent customer resolution, supporting effective program management, stakeholder engagement, financial oversight, and business operations.
What you'll do:

• Own the business technology experience for an assigned CES technology domain.
• Define business requirements and acceptance criteria for Product and Engineering.
• Provide business acceptance and determine readiness for adoption and scale.
• Own integration across tools, platforms, vendors, and adjacent technology domains.
• Monitor production performance, reliability, adoption, and business impact.
• Identify defects, friction, and optimization opportunities using data and associate feedback.
• Implement and optimize AI-enabled capabilities with Product and Engineering.
• Drive measurable improvements in AHT, RCR, TTP, associate effort, and customer outcomes.

What you'll bring:

• 5+ years of experience supporting complex technology, operations, product, or business transformation.
• Experience defining business requirements and partnering with Product and Engineering to deliver technology capabilities.
• Experience owning or optimizing systems, platforms, or capabilities in production.
• Ability to use operational data and business outcomes to identify and drive improvements.
• Strong cross-functional communication, problem-solving, and decision-making skills.
• Experience with contact center technology, CRM, agent-facing systems, workflow orchestration, or AI-enabled experiences preferred.
• Experience across integrated platforms, vendors, system modernization, or technology rationalization preferred.

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. 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. For information about PTO, see https://one.walmart.com/notices. 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.
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.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $90,000.00 - $180,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
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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.

Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 4 years’ experience in project management, program management, program operations, or related area.Option 2: 6 years’ experience in project management, program management, program operations, or related area.

Preferred Qualifications...

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

Master’s degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 3 years' experience in project management, program management, program operations, or related area., We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.

Primary Location...

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

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.