Position Summary...
What you'll do...
Senior Manager, Service Design – MP Seller Support Shared Services
We are seeking an innovative and customer-focused Service Designer to join our dynamic e-commerce marketplace team. As a Service Designer, you will be responsible for developing and optimizing customer support services to enhance the overall customer experience. You will collaborate with cross-functional teams to design, implement, and continuously improve service processes, ensuring they are efficient, user-friendly, and aligned with our brand values.
You’ll sweep us off our feet if:
Experience:
- Proven experience in service design, particularly in customer support or e-commerce environments.
- Strong portfolio showcasing service design projects and methodologies.
- Experience with design thinking, user-centered design, and other relevant methodologies.
Skills:
- Excellent problem-solving skills and a keen eye for detail.
- Proficient in design tools such as Adobe Creative Suite, Sketch, Figma, or similar.
- Strong analytical skills and the ability to translate data into actionable insights.
- Excellent communication and presentation skills, with the ability to articulate complex ideas clearly.
- Ability to work collaboratively in a fast-paced, team-oriented environment.
Personal Attributes:
- Customer-centric mindset with a passion for creating exceptional customer experiences.
- Adaptability and willingness to learn and grow in a dynamic environment.
- Strong organizational and time management skills.
You’ll make an impact by:
Service Design & Strategy:
- Develop and implement service design strategies that improve the customer support experience.
- Conduct research and gather insights on customer needs, pain points, and behaviors to inform service design.
- Create and maintain service blueprints, customer journey maps, and other service design artifacts.
Process Improvement:
- Identify opportunities to streamline and optimize customer support processes.
- Work closely with customer support teams to understand current workflows and identify areas for improvement.
- Develop and test new service concepts, processes, and tools.
Collaboration & Communication:
- Collaborate with product managers, UX/UI designers, developers, and other stakeholders to ensure seamless integration of service design with the overall product.
- Facilitate workshops and design sprints to generate ideas and solutions.
- Communicate design concepts and strategies clearly and effectively to stakeholders at all levels.
Implementation & Evaluation:
- Oversee the implementation of new service designs and ensure they meet the desired objectives.
- Monitor and evaluate the effectiveness of implemented solutions, using metrics and customer feedback to drive continuous improvement.
- Stay updated with industry trends, best practices, and emerging technologies in service design and customer support.
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.
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.
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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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.
Leading and mentoring Six Sigma projects
Masters: Computer Engineering, Masters: Finance, Masters: Human Resources, Masters: Supply Chain
Primary Location...
850 Cherry Avenue, San Bruno, CA 94066-3031, United States of America
