Senior Manager, Operations

What you'll do...

Position: Senior Manager, Operations

Job Location: 221 River Street, Hoboken, NJ 07030

Duties: Drive the execution of multiple Self-Service business plans and projects by identifying customer and operational needs, creating, and managing task; developing and organizing and facilitating communication materials to ensure successful rollouts priorities; and removing barriers and obstacles that impact performance; providing resources. Develop and deploy Customer Care Chatbot/Interactive Voice Response (IVR) projects while defining requirements, timelines, prioritization, and risk management. Build relationships and partnerships with key stakeholders; develop new innovations and tools for site selection and continuously improving selection methodology; leverage best practices from cross-functional partners to streamline and improve processes; and analyze and interpret information for one or more initiative work streams to improve business efficiency. Develop requirements and provide solutions for complex problems that span multiple businesses, functions and/or time frames with new or existing tools. Manage the development and improvement of new or existing operational tools, reports, and customer-facing functionality by providing direction and input on project business and functional requirements. Partner cross-functionally with product management, merchandising, engineering, and other groups to drive self-service projects. Identify performance standards and measure progress and adjust performance. Develop solutions and contingency plans for issues that have been escalated by project managers. Execute the product roadmap strategy for Gen AI Customer Care Chatbot /IVR product. Ensure compliance of customer care chatbot/IVR product with relevant regulations and policies by working closely with legal and compliance teams. Collaborate with customer service departments to develop NLP and NLU chatbot/IVR solutions that improve customer experience, reduce costs and escalations, and understand their needs. Continuously improve the NLP and NLU chatbot/IVR product by conducting user research, gathering feedback, and making data-driven decisions about product development. Develop and implement strategies for scaling the customer care chatbot/IVR product to meet the needs of a growing customer base. Define and track Key Performance Indicators (KPIs) to measure the success of the NLP and NLU chatbot/IVR product and report progress to senior management. Plan and drive work directly on various aspects of large-scale ML/AI platforms such as dataset generation, feature development, model testing, and resource management to support the development of AI-powered customer care product experiences such as NLP, search ranking, and personalization on chatbot and IVR. Develop and train NLP models that accurately understand and respond to inquiries in multiple languages by working closely with the data science team. Identify and solve systemic, organizational-wide problems. Partner with Product Management and Engineering to define needs for strategic planning and execution, metrics, program requirements, and scope. Lead technical discussions and product reviews while designing and executing frameworks that facilitate product-related goal setting, decision making, and business impact. Communicate and translate non-technical to technical (and vice versa) requirements and discussions to internal and external teams, including public-facing communication, and effectively describe features and/or system details while communicating technical information. integrate technical knowledge, subject matter expertise, and trend understanding to make sound decisions and influence business direction through data-driven analysis. Influence program/product direction and simplify complexity. This position does not supervise employees.

Minimum education and experience required: Master’s degree or the equivalent in Business Administration, Engineering (Any), Operations, Information Technology, or related field and 1 year of experience in operations, project management, or related area; OR Bachelor’s degree or the equivalent in Business Administration, Engineering (Any), Operations, Information Technology, or related field and 3 years of experience in operations, project management, or related area.

Skills required: Experience developing product roadmaps, drafting Business Requirement Documents (BRDs), and gathering technical requirements. Experience grooming backlogs, writing feature scope documents, and breaking features down into Epics, Phases, and Stories. Experience with the Agile methodology and using Scrum or Kanban to manage projects. Experience using JIRA, Trello, and Confluence to track project progress and facilitate team collaboration. Experience working with User Experience Design teams to provide product requirements and develop wireframes. Experience coordinating with Engineering teams and Data Science teams to ascertain Level of Effort estimates and prioritize features. Experience performing user testing for quality assurance purposes and gathering feedback to improve products and enhance the user experience. Experience conducting data analysis and creating data visualizations using Microsoft (MS) Excel, SQL, Python, and Tableau. Experience developing project roadmaps and deploying AI-powered customer facing care products and solutions that utilize Natural Language Processing (NLP) and Machine Learning (ML) tools and platforms. Experience managing the development of Natural Language Processing (NLP) products, including Natural Language Understanding (NLU), Natural Language Generation (NLG), Text to Speech Recognition, and Speech to Text Recognition. Experience with data collection, annotation, and model training. Experience analyzing large volumes of text data to identify patterns and trends to develop and implement Natural Language Processing (NLP) models to extract insights from unstructured data. Employer will accept any amount of experience with the required skills.

Wal-Mart is an Equal Opportunity Employer.