US eCommerce Customer Care Chief of Staff

US eCommerce Customer Care Chief of Staff

  • Location HOBOKEN, NJ
  • Department Member Services
  • Team Call Center
  • Employment Type -
  • Position -
  • Requisition GH1105949

What you'll do at

About the Job

We want a passionate, driven, visionary leader with track-record of cross-functional excellence to join us in building our best-in-class Customer Care Organization at Walmart / Jet. The ideal candidate is skilled at working both at the strategic level but also diving into details when needed in the quest for excellence.  This role will be responsible for driving key strategic business initiatives and guiding them to completion across Walmart’s US eCommerce organization and will report directly to the head the US eCommerce Customer Care organization. The ideal candidate will be able to harness the company’s financials, operational data, and business analytics to drive direction and execution across the company to achieve our top goals and work closely with the entire Customer Care organization for day-to-day business operations. This leader will interface broadly across multiple functions, including Payment Risk and Fraud, Customer Service, Returns, Supply Chain, Product, Analytics, Finance, Marketing and Retail. They will need to rapidly develop and judiciously exercise both breadth of knowledge about the business as well as functional depth key areas.

Responsibilities

  • Drive the agenda and operating model to coordinate business group leaders across the organization
  • Maintain a thorough understanding of Walmart’s US eCommerce strategy and operating model
  • Design, facilitate and drive strategic initiatives for key Walmart US eCommerce Customer Care objectives
  • Maintain a clear and deep understanding of Walmart’s US eCommerce operating data and company financials
  • Collaborate with the senior leadership team to develop coordinated objectives and organization-wide goals and ensure regular progress toward those goals.
  • Lead ad hoc special initiatives as they may arise.
  • Lead periodic leadership offsites, developing agendas that ties to critical aspects of our strategy and business plan
  • Develop both internal and external communication/presentation materials to help drive the overall agenda

About You

You’re a risk taker, a dreamer that delivers, you have and can take ownership of and implement big ideas with a positive attitude. You pride yourself on being the first of your friends and colleagues to know what’s happening in the world and staying “in the know.” You have a passion for operations, process improvement, teamwork and leadership. You thrive in fast-paced and ever-changing environments and strive to help those around you achieve more. You want to be a part of one of the fastest growing ecommerce companies around where the only constant is change and you have these main skills:

  • Advanced proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, sequel (data analytics).
  • Manage multi-disciplinary projects through entire project lifecycle (manage project schedule, identify risks and clearly communicate goals to stakeholders).
  • Highly collaborative with ability to work with executives and stakeholders across all functions.
  • Able to adapt to competing demands with the highest level of service and response.
  • A resilient, positive mindset that focuses on solutions and best outcomes
  • Distinctive problem solving and analysis skills and impeccable business judgment
  • Track-record of effectively managing teams to complete multiple, time-sensitive projects and competing priorities with minimum guidance
  • Structured and organized thinker who can drive projects to completion with minimal direction
  • Attention to detail and ability to deep-dive when necessary
  • Embrace change and adapt to shifting priorities and helps others do the same

Qualifications

  • 10+ years of relevant leadership experience in operations and strategy in consumer facing businesses
  • MBA or relevant Master’s Degree from a rigorous graduate program with demonstrated high academic achievement
  • A proven leader, with a passion for both strategy and great execution
  • Excellent analytical, organizational, and written/verbal communication skills. Ability to speak fluently to senior executives as well as recent college hires
  • Program Management experience in an enterprise company or consumer-web company a plus

Ability to work cross-function and influence/inspire key decision makers in the organization

  • A startup mentality - scrappy, creative, and constantly iterating to be best-in-class

Bonus Points

  • A strong professional background in management consulting, venture capital, or corporate strategy
  • Program Management experience in an enterprise company or consumer-web company
  • Ability to work cross-function and influence/inspire key decision makers in the organization
  • A startup mentality - scrappy, creative, and constantly iterating to be best-in-class

About Walmart/Jet

We’re building a new kind of company, and we’re building it from the inside out, which means that investing in hiring, developing, and retaining the brightest minds in the world is a top priority. everything we do is grounded in three simple values: trust, transparency, and fairness. From our business model to our culture, we live our values to the extreme, whether we’re dealing with employees, retail partners, or consumers. We believe that happiness is the highest level of success and we want every person that crosses paths with us to achieve it. If you’re an ambitious, smart, natural collaborator who likes taking risks, influencing, and innovating in a challenging hyper-growth environment, we’d love to talk to you about joining our team.

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