Principal, Tech Operations Leader; AI & Programs

Position: Principal, Tech Operations Leader (AI & Programs)

Position Summary...What you'll do...
Role summary:
The (USA) Principal, Technology Operations leads the strategic planning and execution of large-scale technology programs, ensuring alignment with business objectives and operational excellence. This role oversees financial management, risk mitigation, and stakeholder engagement to drive successful delivery across multiple projects. By leveraging deep expertise in program management and technology strategies, the Principal influences decision-making and fosters innovative solutions that enhance organizational performance.

The position requires strong leadership in coordinating cross-functional teams, optimizing resources, and continuously improving processes to achieve measurable business value and operational efficiency.
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. This team bridges business needs with technology execution, ensuring a unified ecosystem that scales across business lines and delivers measurable outcomes. Collaborating with Operations, Product, Engineering, Analytics, and business teams, they simplify the technology landscape, enhance performance, and enable scalable technology and AI solutions.

Their focus includes program management, financial oversight, stakeholder engagement, and driving technology strategies to support organizational goals effectively.
What you'll do:

• OwnthebusinesstechnologyexperienceacrossmultipleCEStechnologycategories,platforms,vendors,andAIcapabilities.
• Defineenterpriserequirements,priorities,andacceptancecriteria.
• Leadcapabilityplacement,rationalization,standardization,andconsolidationdecisions.
• Owninteroperabilityandresolveissuesspanningsystemsandtechnologydomains.
• Establishscalabletechnologypatternsacrosslinesofbusiness.
• DefinehowAIcapabilitiesandagentsoperateacrosstheecosystem.
• Influence Product and Engineeringroadmapsthroughbusinessrequirementsandoutcomes .
• DriveimprovementsinAHT,RCR,associate experience,customer outcomes,andcosttoserve.

What you'll bring:

• 7+yearsofexperienceleadingcomplextechnology,operations,product,orbusinesstransformation.
• Experiencedefiningrequirementsanddrivingcapabilitiesacrossmultiplesystemsorplatforms.
• Abilitytoleadcomplexinitiativesacross Business,Product,and Engineering.
• Experienceusingperformancedataandoperationaloutcomestoevaluatetechnologyeffectiveness.
• Strongexecutivecommunication,problem-solving,and decision-making skills.
• ExperiencewithCRM,contactcentertechnology,agent-facing systems,workflow orchestration,orAIpreferred.
• Experiencewithtechnologyportfolios,vendors,modernization,standardization,orconsolidationpreferred.

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…