The Role
Lead identification and resolution of customer friction across Walmart.com by analyzing behavioral and experience data, prioritizing high-impact issues, triaging into defects or roadmap work, and coordinating Product, Engineering, Analytics, and business teams. Build operating mechanisms to assign ownership, track progress, remove blockers, measure impact, and ensure accountability to improve conversion and customer satisfaction.
Summary Generated by Built In
Position Summary...What you'll do...Role summary:
The Director, Tech Ops – Experience Excellence will lead how we identify, prioritize, and resolve the biggest sources of customer friction across Walmart’s digital experience. This role will bring together customer behavior, experience data, defects, feedback, and other signals to understand where customers are struggling and why. You’ll turn those insights into clear priorities, determine the right path to resolution, and work across Product, Engineering, Site Experience, and other teams to ensure the highest-impact issues get solved. This person needs to move from data to insight to action, and build the operating mechanisms that keep teams accountable for improving the customer experience.
About the team:
The Site Experience Strategy & Operations team enhances Walmart’s digital shopping by making it easier, more relevant, and enjoyable. Leveraging customer behavior and business data, the team identifies improvement areas and collaborates across Product, Engineering, Merchandising, Marketing, and Analytics to address them. Their work covers discovery, browse, search, navigation, product pages, site content, and personalization. The team develops effective strategies, operating processes, and automation to scale improvements across Walmart.com. Success is measured by customer outcomes and business results, including traffic, conversion, gross merchandise volume, and customer satisfaction.
What you'll do:
What you'll bring:
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 $110,000.00 - $220,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
- Stock
3 years’ supervisory experience.Preferred Qualifications...
The Director, Tech Ops – Experience Excellence will lead how we identify, prioritize, and resolve the biggest sources of customer friction across Walmart’s digital experience. This role will bring together customer behavior, experience data, defects, feedback, and other signals to understand where customers are struggling and why. You’ll turn those insights into clear priorities, determine the right path to resolution, and work across Product, Engineering, Site Experience, and other teams to ensure the highest-impact issues get solved. This person needs to move from data to insight to action, and build the operating mechanisms that keep teams accountable for improving the customer experience.
About the team:
The Site Experience Strategy & Operations team enhances Walmart’s digital shopping by making it easier, more relevant, and enjoyable. Leveraging customer behavior and business data, the team identifies improvement areas and collaborates across Product, Engineering, Merchandising, Marketing, and Analytics to address them. Their work covers discovery, browse, search, navigation, product pages, site content, and personalization. The team develops effective strategies, operating processes, and automation to scale improvements across Walmart.com. Success is measured by customer outcomes and business results, including traffic, conversion, gross merchandise volume, and customer satisfaction.
What you'll do:
- Identify and connect data sources that signal customer friction across the digital shopping journey.
- Analyze customer behavior and experience data to uncover root causes and quantify impact.
- Prioritize the highest-impact issues and create a clear view of what needs to be solved first.
- Triage friction into defects, product/technology roadmap items, or strategic issues requiring leadership alignment.
- Partner across Product, Engineering, Analytics, Site Experience, and business teams to establish owners and resolution plans.
- Build mechanisms to track progress, remove blockers, and hold teams accountable for delivery.
- Measure whether implemented changes actually reduce friction and improve the customer experience.
What you'll bring:
- Strong analytical and problem-solving skills, with the ability to turn complex data into clear actions.
- Experience using behavioral data, funnel analysis, customer feedback, or operational signals to identify customer problems.
- Strong understanding of how Product and Engineering teams manage defects, roadmaps, and technical priorities.
- Sound judgment in prioritizing issues and determining the right path to resolution.
- A track record of driving cross-functional work and holding teams accountable without direct authority.
- Clear communication and the ability to simplify complex issues for senior leaders.
- Comfort operating in ambiguity and creating structure where ownership or processes are unclear.
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 $110,000.00 - $220,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
- Stock
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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 computer science, management information systems, industrial engineering, engineering management, business,information systems, project/program management, information technology, finance, management, or related area and 6 years’ experience inproject management, program management, program operations, or related area.Option 2: 8 years’ experience in project management, program management, program operations, or related area.3 years’ supervisory experience.Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Master’s degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 5 years' experience in project management, program management, program operations, or related area., We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.Primary Location...1601 SE 10th St, Bentonville, AR 72716, United States of AmericaWalmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.Skills Required
- Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area AND 6 years' experience in project management, program management, program operations, or related area.
- 8 years' experience in project management, program management, program operations, or related area (alternative to degree + 6 years).
- 3 years' supervisory experience.
- Strong analytical and problem-solving skills with ability to turn complex data into clear actions.
- Experience using behavioral data, funnel analysis, customer feedback, or operational signals to identify customer problems.
- Strong understanding of how Product and Engineering teams manage defects, roadmaps, and technical priorities.
- Track record of driving cross-functional work and holding teams accountable without direct authority.
- Clear communication and ability to simplify complex issues for senior leaders.
- Comfort operating in ambiguity and creating structure where ownership or processes are unclear.
- Experience building operating mechanisms to track progress, remove blockers, and measure impact.
- Master's degree in related fields and 5 years' experience in project/program management or operations.
- Knowledge of Web Content Accessibility Guidelines (WCAG) 2.2 AA, assistive technologies, and accessibility best practices.
Walmart Global Tech Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Walmart Global Tech and has not been reviewed or approved by Walmart Global Tech.
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Strong & Reliable Incentives — Compensation packages typically include base pay, performance bonuses, and stock awards, with access to an employee stock purchase plan. Feedback suggests annual bonus structures and stock grants are a consistent part of total compensation in many roles.
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Retirement Support — Retirement offerings include a company 401(k) match and stock purchase options that support long‑term savings. Feedback suggests these programs are a notable strength within the overall package.
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Parental & Family Support — Family benefits feature paid parental leave and adoption assistance, alongside tax‑advantaged accounts for healthcare spending. Feedback suggests these supports contribute meaningfully to perceived total rewards value.
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The Company
What We Do
Walmart has a long history of transforming retail and using technology to deliver innovations that improve how the world shops and empower our 2.2 million associates. It began with Sam Walton and continues today with Global Tech associates working together to power Walmart and lead the next retail disruption. We’re a high-performing, primarily virtual workforce that is human-led and tech-empowered. Our world-class software engineers, data scientists and engineers, cybersecurity professionals, product managers and business service professionals work with top talent on cutting-edge technologies that create unique and innovative experiences for our associates, customers and members across Walmart, Sam’s Club and Walmart International. At Walmart Global Tech, one line of code or bold idea can make life easier for hundreds of millions of people – talk about epic impact at a global scale.
