Product Leader of Customer Service Tooling

  • Location BROOKLYN, NY
  • Department -
  • Team -
  • Employment Type -
  • Position -
  • Requisition GH2094077

What you'll do at

Walmart Conversational shopping will create a differentiated customer experience for Walmart customers. Our goal is to deeply enhance the retail relationship and optimize it for the digital world. We are building a hard-working passionate team to join us as we have fun delighting customers, changing the retail landscape and driving technical innovation.

 We are looking for a Product leader of Customer Service Tooling that will be a champion in creating best in class experiences through our day to day interactions and tooling to support that experience. He/she should be able to deeply understand the business and the customer, implications for our future automation and experiential needs, and seamlessly translate into a plan for our engineering team. It is important that they can clearly communicate, drive influence, and be able to break down technical problems.

 Who will love this job:

  • A customer-obsessive - Who brings this focus to everything they do and reminds others to do the same
  • A creative problem solver - you have the ability to think outside of the box and maintain a flexible approach to problem solving
  • An organizer - you have superb organizational skills, attention to detail, and ability to execute a plan in a methodical, structured way
  • A data junky - you love compiling data to show progress and guide decision making
  • A doer - you thrive in a fast-paced environment; we move quickly and need a teammate who will too
  • Someone who loves moving at a fast pace - Desire to be a part of one of a fast-growing technology startup where the only constant is change

 What you’ll do:

  • Defines long-term vision and product strategy for conversational agent tooling including teams goals and KPIs in alignment to overall business goals while ensuring solutions are scalable and pre-empt future customer/biz needs. Includes providing prioritization decisions and oversight on opportunity and product backlogs
  • Partner with Engineering and cross functional leaders to understand needs and align roadmap, prioritization decisions, and insights into what is being worked on and why
  • Able to seamlessly move from customer experience interactions to API specifications and feel comfortable doing both.
  • Provide prioritization decisions and oversight on opportunity and product backlogs
  • Ensure success of Agent product team teams by driving recruiting, deep diving problems as needed while providing thoughtful guidance, mentorship and coaching
  • Communicate with leadership and cross-functional teams regularly regarding project progress and schedule reviews around key milestones
  • Facilitate an agile and collaborative process with multiple teams - product, Design/UX, engineering, and customer services
  • Responsible for team including overseeing the execution of competitive assessments, driving innovation; approving business cases; prioritizing and allocating resources; and approving objectives and key performance indicators for a functional team of product managers

 TL;DR: Support Walmart in creating a world class conversational experience.

 What you should have:

  • Bachelor’s degree and MBA or advanced graduate degree a plus
  • 8+ years experience working in a product management role; as well as relevant PM experience in industry
  • 3+ years experience as a manager leading a team
  • Experience in process improvement and optimization, ie. Lean / Six Sigma
  • Ability to break down complex problems into actionable steps, and keep the big picture in view
  • Excellent quantitative skills; demonstrated ability to combine data-driven analytical rigor with strategic thinking to drive insights
  • Superb communication of concepts and ideas to stakeholders at all levels including C-level executives
  • Success in an entrepreneurial environment and ability to manage and execute multiple priorities at a fast-paced company while operating independently with minimal supervision
  • Know how to inspire, motivate and support a team to get things done
  • Willingness to roll up your sleeves and do what’s necessary

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