Job Description

Fifty years ago, Sam Walton started a single mom-and-pop shop and transformed it into the world's biggest retailer. Since those founding days, one thing has remained consistent: our commitment to helping our customers save money so they can live better. Today, we're reinventing the shopping experience and our associates are at the heart of it. You'll play a crucial role in shaping the future of retail, improving millions of lives around the world. This is that place where your passions meet purpose. Join our family and create a career you're proud of.

Job Description

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.

About this role

We are looking for a proactive and strategic Change Management and Operational Readiness Specialist to join our customer support team in an e-commerce marketplace environment. This role is crucial in ensuring that our customer support operations are fully prepared and equipped to handle changes effectively. You will drive change initiatives, develop readiness plans, and collaborate with various teams to ensure seamless transitions and continuous improvement in our customer support processes.

You’ll make an impact by:

Change Management:

• Develop and implement change management strategies and plans to support customer support initiatives and projects.
• Conduct impact analyses, assess change readiness, and identify key stakeholders.
• Create and deliver communication plans to ensure stakeholders are informed and engaged throughout the change process.
• Develop training programs and materials to support change initiatives.

Operational Readiness:

• Ensure the customer support team is prepared for new product launches, process changes, and system implementations.
• Develop and execute operational readiness plans, including risk assessments, contingency planning, and go-live support.
• Coordinate with cross-functional teams to align operational readiness activities with project timelines.
• Monitor and report on the readiness status and identify areas for improvement.

Collaboration & Communication:

• Work closely with customer support leadership, product managers, IT, and other stakeholders to ensure alignment on change initiatives.
• Facilitate workshops, meetings, and training sessions to support change and operational readiness efforts.
• Communicate effectively with stakeholders at all levels to ensure clear understanding and alignment on objectives and outcomes.

Performance Measurement:

• Develop and track key performance indicators (KPIs) to measure the effectiveness of change management and operational readiness activities.
• Conduct post-implementation reviews to assess the success of change initiatives and identify lessons learned.
• Provide regular updates and reports to senior management on the status and outcomes of change and readiness efforts.

Qualifications

• 3-5 years of experience in eCommerce
• 3-5 years of experience in customer support
• Experience in project management, change management and/or operational readiness.

Preferred

Qualifications

• Certification in change management (e.g., Prosci, ACMP) is preferred.
• Project management certification (e.g., PMP, PRINCE2) is a plus.
• Excellent communication, facilitation, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in project management and change management tools.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with strong organizational and time management skills.

Additional Information

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. 

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 that 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.

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 .

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