Product Manager – CRM Platforms & Agent

Position Summary

As a Staff Product Manager, you will lead the strategy, roadmap, and execution for high-impact product capabilities within Walmart’s Enterprise Care ecosystem. You will own complex CRM product domains including Agent Desktop experiences, Salesforce capabilities, customer identity, workflow orchestration, omnichannel customer engagement, Agent Assist, and care operations tooling.

This role requires strong product execution, customer empathy, technical understanding, and the ability to drive alignment across engineering, design, analytics, operations, and business stakeholders.

You will help shape scalable customer care experiences while partnering closely with Principal PMs and senior leadership to deliver measurable business outcomes.

• Own day-to-day product management responsibilities for CRM and customer support capabilities.
• Maintain and prioritize the product backlog based on business impact, operational needs, and customer feedback.
• Partner closely with engineering teams during sprint planning, backlog grooming, daily standups, testing, and release execution.
• Translate business and operational requirements into clear user stories, acceptance criteria, and product documentation.
• Work directly with customer care operations teams to identify workflow pain points and process inefficiencies.
• Monitor production issues, support escalations, feature adoption, and operational metrics.
• Coordinate with QA, engineering, and business teams to validate releases and ensure successful deployments.
• Drive continuous product improvements through analytics, customer feedback, and operational insights.
• Support roadmap execution and delivery planning across multiple concurrent initiatives.

• Support CRM roadmap planning and execution in partnership with Principal PMs and engineering leadership.
• Identify opportunities to improve customer and associate experiences through CRM enhancements, automation, AI‑enabled tooling, workflow optimization, and intelligent routing.
• Define feature requirements, workflows, and success metrics for customer support capabilities.
• Participate in discovery sessions, operational reviews, and stakeholder workshops.
• Assist in evaluating new technologies, integrations, and process improvements.

• Partner closely with engineering, UX, analytics, operations, and support teams to deliver scalable CRM capabilities.
• Track delivery milestones, dependencies, blockers, and risks across active initiatives.
• Facilitate alignment meetings, demos, operational reviews, and stakeholder updates.
• Support UAT coordination, rollout planning, change management, and adoption efforts.
• Drive experimentation, analytics, and continuous optimization initiatives.
• Ensure delivered solutions meet operational requirements, customer needs, and platform standards.

• Collaborate with operations, customer support, analytics, business, and engineering stakeholders.
• Drive alignment across enterprise teams and partner organizations.
• Communicate product strategy, roadmap updates, risks, and business impact to leadership.
• Support roadmap planning and prioritization discussions.

• Advocate for both customer and associate experiences in all product decisions.
• Partner with customer care operations teams to identify workflow pain points and opportunities.
• Leverage data, research, and operational insights to improve support experiences.

• Work effectively with engineering teams on CRM integrations, APIs, customer data flows, workflow orchestration, Salesforce capabilities, and platform dependencies.
• Use analytics and experimentation frameworks to validate hypotheses and optimize outcomes.
• Support AI‑driven initiatives including Agent Assist, workflow intelligence, and automation opportunities.

• Influence cross‑functional teams through collaboration, communication, and strong execution.
• Mentor associate and junior product managers where appropriate.
• Build strong partnerships with customer care operations, engineering, analytics, and…