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Walmart Manager, Service Excellence in Salt Lake City, Utah

Position Summary...

What you'll do...

Strategy: Requires knowledge of: Strategy frameworks, key decisions, and process approaches; Basic macroeconomic measures and effects; Fundamentals of the domestic and global economy; Organizational products and services and markets; Industry structures and the organization's position; Organizational customers and competitors; Relationships with industry regulators and other key stakeholders. To demonstrate an understanding of organizational business plans, immediate environments, and the possible impacts of events (internal/external) on activities of the organization. Identifies data and information for key decision-makers or stakeholders to support their understanding and decisions. Applies a broad business understanding to assess potential impacts on the performance of the organization and improve performance and processes. Understanding Business Context: Requires knowledge of: Industry and environmental factors; Common business vernacular; Business practices across two or more domains (for example, Product, Finance, Marketing, Sales, Technology, Business Systems, Human Resources) and in-depth knowledge of related practices. To provide recommendations to business stakeholders to solve complex business issues (for example, operational issues, skill gaps, revenue generation models). Demonstrates a deep functional knowledge of the business unit/organization being supported. Translates business requirements into projects, activities, and tasks in alignment with the overall business strategy. Serves as an interpreter and conduit to connect business needs with tangible solutions and results. Recommends new processes and ways of working in an assigned functional area of work. Functional Problem Solving: Requires knowledge of: Problem-solving methodologies, tools, and applications; Business requirements and insights and the development of solutions; Precedence and use cases for business problems. Leverages reproductive thinking and idea generation; Barriers to effective problem solving (for example, confirmation bias, mental set, functional fixedness, groupthink, paradigm blindness). To independently uses fact-finding techniques and diagnostic tools to identify and break down business problems. Independently works on multiple specific problems. Suggests multiple alternatives approaches or solutions based on internal and external benchmarking. Understands the perspective of each involved stakeholder and seeks perspectives as appropriate to drive to resolution. Collaborates with stakeholders within an assigned function to ensure the implementation of recommended solutions. Service Excellence: Requires knowledge of: Relevant knowledge articles; Service process and procedures; Stakeholder Management. To coordinate and manage service issues. Demonstrates quality service delivery for all stakeholder requests and expectations while focusing on enhancing service experience. Understands key metrics and scorecards (for example, schedules, quality) related to the efficient delivery and closure of cases. Demonstrates an understanding of the underlying concepts and values of a service organization. Participates and facilitates discussions on Key Responsibility Areas (KRAs) and productivity measures/service levels for the team. Generates potential innovative/ improvement ideas within an assigned area of responsibility to transform stakeholder experience and improve productivity measures. Continuous Improvement: Requires knowledge of: Process/automation improvement methodologies (for example, Kaizen, Six Sigma); Business processes; Technology and tools. To identify the main processes and timely updates of knowledge articles within an assigned work area. States the major roles involved in business process management. Applies the concept of continuous improvement to identify opportunities for greater efficiency. Project Management: Requires knowledge of: Project management tools, techniques, and methodologies; Project tracking tools, dashboards, and reports; Change management. To support assigned projects. Understands business needs, identifies project requirements, and adheres to prioritization and milestones. Proposes and assists in developing solutions to project issues, ensuring the resolution of critical issues and the escalation of complex or difficult issues. Articulates process steps to deliver work to business stakeholders. Provides view of current work streams, statuses, and upcoming milestones. Contract Management: Requires knowledge of: Contract types and terminology (for example, terms and conditions, payment terms) in standard and non-standard formats; Procurement policies and practices; Regulatory environments, including external laws; Tools used for managing and maintaining contracts; Strategic suppliers and existing contracts; Risk management techniques; Compliance and enforcement of terms and conditions. To extract relevant contracts from contract management tools or other sources for analysis. Identifies and understands contract components, terms and conditions, deliverables, and pricing. Validates contract components against standard templates to identify missing components and highlight the potential risks of missing components for stakeholders. Vendor Management: Requires knowledge of: Supplier segmentation, supplier business structures, industries, categories, and commodities; Supplier capacity, delivery capability, geographic coverage, market, and supply situations; Evaluation techniques and methods requiring the use of scoring, weighting, and qualitative and quantitative assessment; Key supplier performance metrics; Market forces (for example, commodity indices and forums, category innovations and advancements) and global trends that impact supplier performance; Business drivers for individual suppliers, markets, and segments. To perform day-to-day business transactions with vendors and responds to simple supplier queries. Identifies, classifies, and segments suppliers and completes supplier assessment against defined criteria. Tracks and monitors supplier performance against key performance indicators (KPIs) and service-level agreements (SLAs) and creates reports for stakeholders. Escalates complex vendor issues to the appropriate level for resolution. Understands data and identifies the major components of asset and operational costs. Training Program Development: Requires knowledge of: Training modalities; Training development tools and approaches; Course evaluation tools and techniques; Adult learning theories. To demonstrate an understanding of the basic concepts of course or program development. Identifies basic program development tools and approaches. Supports the administration of training materials and development programs. Coordinates, completes, and oversees job-related activities and assignments by developing and maintaining relationships with key stakeholders; supporting plans and initiatives to meet customer and business needs; identifying and communicating goals and objectives; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; and demonstrating adaptability and promoting continuous learning. Provides supervision and development opportunities for associates by hiring and training; mentoring; assigning duties; providing recognition; and ensuring diversity awareness. Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by implementing related action plans; utilizing and supporting the Open Door Policy; and providing direction and guidance on applying these in executing business processes and practices. Live our Values:Servant Leadership - Acts as an altruistic servant leader and is consistently humble, self-aware, honest, and transparent. Embrace Change:Curiosity & Courage - Demonstrates curiosity and a growth mindset; fosters an environment that supports learning, innovation, and intelligent risk-taking; and exhibits resilience in the face of setbacks. Embrace Change:Digital Transformation & Change - Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working. Deliver for the Customer:Customer Focus - Delivers expected business results while putting the customer first and consistently applying an omni-merchant mindset and the EDLP and EDLC business models to all plans. Deliver for the Customer:Strategic Thinking - Adopts a holistic perspective that considers data, analytics, customer insights, and different parts of the business when making plans and shaping the team's strategy. Focus on our Associates:Diversity, Equity & Inclusion - Identifies, attracts, and retains diverse and inclusive team members; builds a high-performing team; embraces diversity in all its forms; and actively supports diversity goal programs. Focus on our Associates:Collaboration & Influence - Builds strong and trusting relationships with team members and business partners; works collaboratively and cross-functionally to achieve objectives; and communicates with energy and positivity to motivate, influence, and inspire commitment and action. Focus on our Associates:Talent Management - Creates a discipline and focus around developing talent, promotes an environment allowing everyone to bring their best selves to work, empowers associates and partners to act in the best interest of the customer and company, and regularly recognizes others' contributions and accomplishments. Live our Values:Culture Champion - Models the Walmart values to foster our culture; holds oneself and others accountable; and supports Walmart's commitment to communities, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.

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 $60,000.00-$110,000.00

Additional compensation includes annual or quarterly performance bonuses.

Additional compensation for certain positions may also include:

  • Stock

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 business, finance, information technology, retail, human resources, or related area and 1 year's experience in business, finance, information technology, retail, human resources, or related area.

Option 2: 3 years' experience in business, finance, information technology, or related area.

Preferred Qualifications...

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

Experience leading cross-functional teams., experience using intermediate Microsoft Office functionality (for example, Word, Excel, PowerPoint), Master's degree in business, finance, information technology, retail, human resources, strategy, or related area

Primary Location...

350 Hope Ave, Salt Lake City, UT 84115-5116, United States of America

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, abilities, ideas and opinions- while being inclusive of all people.

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