Tech Operations Lead - Biz Technology

Position Summary...What you'll do...
Role summary:
OwnthebusinesstechnologyexperienceforadefinedCEStechnologydomainacrossagent-facing tools,platforms,vendors,andAIcapabilities.

Serveastheend-to-endbusinesstechnologyowner,translatingoperationalneedsintorequirements,establishingbusinessacceptance,andensuringcapabilitiesperforminproduction,are adopted,anddelivermeasurableassociate,customer,andoperationaloutcomes.
About the team:
The Voice of the Advocate – Systems team manages the business technology experience across agent-facing tools, platforms, vendors, and AI capabilities within CES. Acting as a bridge between business needs and technology execution, the team defines requirements, ensures business acceptance, and delivers measurable outcomes. Collaborating with Operations, Product, Engineering, Analytics, and business units, the team integrates systems into a unified technology ecosystem.

They drive continuous improvement, reduce associate effort, and enable faster, consistent customer resolution, supporting effective program management, stakeholder engagement, financial oversight, and business operations.
What you'll do:

• OwnthebusinesstechnologyexperienceforanassignedCEStechnologydomain.
• Definebusinessrequirementsandacceptancecriteriafor Product and Engineering .
• Providebusinessacceptanceanddeterminereadinessforadoptionandscale.
• Ownintegrationacrosstools,platforms,vendors,andadjacenttechnologydomains.
• Monitorproductionperformance,reliability,adoption,andbusinessimpact.
• Identify defects,friction,andoptimizationopportunitiesusingdataandassociatefeedback.
• ImplementandoptimizeAI-enabledcapabilitieswith
  
  Product and
  
  Engineering.
• DrivemeasurableimprovementsinAHT,RCR,TTP,associate effort,andcustomeroutcomes.

What you'll bring:

• 5+yearsofexperiencesupportingcomplextechnology,operations,product,orbusinesstransformation.
• Experiencedefiningbusinessrequirementsandpartneringwith Product and Engineeringtodelivertechnologycapabilities .
• Experienceowningoroptimizingsystems,platforms,orcapabilitiesinproduction.
• Abilitytouseoperationaldataandbusinessoutcomestoidentifyanddriveimprovements.
• Strong cross-functional communication,problem-solving,and decision-making skills.
• Experiencewithcontactcentertechnology,CRM,agent-facing systems,workflow orchestration,orAI-enabledexperiencespreferred.
• Experienceacrossintegratedplatforms,vendors,system modernization,ortechnologyrationalizationpreferred.

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…