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: - 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.
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
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 $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 America
Walmart 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.
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