Manager, Retail Charging - Customer Success

Position Summary...

The Manager, Customer Success, leads the development and execution of strategies to enhance customer engagement, drive revenue growth, and support product delivery within Walmart's charging services. This role collaborates cross-functionally to implement marketing, demand generation, and pricing initiatives that optimize utilization and competitive positioning. The manager oversees team development, fosters strong stakeholder relationships, and ensures compliance with company policies while promoting operational excellence.

By aligning business objectives with customer needs, this position contributes to delivering a seamless and scalable customer experience that supports Walmart's strategic goals.

Join Walmart's Retail Charging team, a dynamic group dedicated to developing a convenient, reliable, and affordable retail-integrated fast-charging network. This high-growth team collaborates across marketing, product, and business development to deliver seamless customer experiences and drive revenue growth. The team focuses on operational excellence, demand generation, and strategic partnerships to scale innovative solutions. Members are committed to continuous improvement, data-driven decision-making, and fostering strong stakeholder relationships.

Together, they support Walmart's mission to provide accessible charging services while advancing sustainable retail innovation within the world's largest retailer.

What you'll do...

* Ensure customer care agent readiness by managing key resources and continually improving processes, trainings, and tools to drive customer success

* Design, develop requirements for, and drive the implementation of new features to improve customer success

* Develop processes to ensure the voice of the customer is represented in key strategic decisions to enhance the customer journey

* Develop automated and insights-driven feedback loops between customers and key stakeholders, ranging from issue triage to product improvements

* Evaluate and implement issue intake and triaging processes, in concert with broader Digital Operations Center efforts

* Monitor and drive macro-level performance metrics (e.g., Mean Time to Resolution) across the network, while partnering with planning teams to provide operational inputs that inform agent capacity and resourcing models.

What you'll bring…

* 5+ years in EV charging network or customer support operations; or similar

* Proficiency in AI, technology, tools

* Proven ability to translate complex business objectives and disparate data into clear, actionable data-driven strategy

* Experience navigating a matrixed organization and building consensus across diverse internal stakeholders

* Highly effective communication skills (written and verbal)

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…