Position Summary...

Senior Manager, Operations Analytics – Internal Tools & Systems Strategy
The Internal Tools & Systems Strategy function exists to reimagine how Operations and Client Services work. This role will shape the long-term vision for our tools portfolio, ensuring systems are seamless, intelligent, and scalable. The goal is to enhance how we hear from and serve our customers while creating modern, automated workflows for associates. Reporting to the Director of Process Mining & Efficiency, the Senior Manager will drive innovation in support tooling, connect business needs with technology, and influence product roadmaps that define the future of customer and associate experience.

What you'll do...

What you'll do

• Define and lead the strategy for internal tools and systems that support Operations and Client Services, ensuring they scale with the business and enhance associate experience.

• Drive innovation in customer support tooling by implementing automation, AI-enabled routing, and agent efficiency improvements.

• Simplify workflows to reduce time to resolution and improve customer satisfaction (CSAT) and Net Promoter Score (NPS).

• Partner with Product, Data, and Engineering teams to evolve the CRM stack for real-time personalization, proactive outreach, and deeper customer understanding.

• Champion best practices in data governance, experimentation, and system integration across customer-facing platforms.

• Manage the internal tools portfolio by identifying gaps, aligning priorities, and directing investments toward measurable business and customer impact.

• Build strong relationships with senior leaders to align systems strategy with enterprise goals and transformation initiatives.

• Serve as a strategic advisor to leadership by providing forward-looking insights on technology trends and operational excellence.

• Establish and monitor adoption, efficiency, and satisfaction metrics to guide continuous improvement.

• Stay informed on emerging platforms and technology trends to inform long-term planning and innovation.

What you'll bring

• Bachelor’s degree in Business Analytics, Computer Science, Information Systems, or related field and 5+ years of experience in product management, systems strategy, or program management OR 7+ years of experience in operations systems and tools management.

• Proven ability to define and deliver system strategies in collaboration with Product and Engineering teams.

• Hands-on experience with CRM deployment, workflow automation, and internal tools management.

• Proficiency in SQL and Python for analytics and system integration.

• Strong communication skills with the ability to influence cross-functional teams and senior stakeholders.

• Master’s degree in Business Analytics, Information Systems, or related field (preferred).

• Experience managing large-scale tool portfolios that directly impact customer experience.

• Familiarity with automation technologies such as RPA, AI-enabled workflows, and process automation.

• Knowledge of process mining and operational excellence methodologies.

• PMP, Agile, or similar certification (preferred).

• Demonstrated success in driving measurable improvements in tool adoption, operational efficiency, and customer satisfaction.

• Ability to thrive in fast-paced, ambiguous environments while managing multiple priorities.

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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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Hoboken, New Jersey US-10279:The annual salary range for this position is $108,000.00-$216,000.00

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San Bruno, California US-08848:The annual salary range for this position is $117,000.00-$234,000.00

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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.

Preferred Qualifications...

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

Primary Location...

221 River St, Hoboken, NJ 07030, 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.