Walmart, Inc. Program Lead - Operations

Brain Corp is a San Diego, California, USA-based AI company creating transformative core technology for the robotics industry. Our purpose is to create autonomous technology that helps the real world work better. Brain's robotic and AI solutions help retailers ensure that the right product is on the right shelf at the right price, in a clean environment. Through the BrainOS Robotics Platform, which powers the largest global fleet of the Autonomous Mobile Robots (AMRs) in operation in commercial public spaces, Brain Corp delivers insightful and efficient automated solutions in both commercial floor cleaning and inventory management, empowering organizations and their employees to achieve more.

Brain Corp currently powers more than 30,000 AMRs, representing the largest fleet of its kind in the world. Brain Corp is funded by the Soft Bank Vision Fund, Clearbridge, and Qualcomm Ventures.

Named a top workplace by the San Diego Union Tribune and USA today in 2025, we make life-changing impacts through innovation, helping workers globally unlock their abilties in orchestration with intelligent machinges.

The Walmart Inc. Program Lead - Operations serves as the ultimate owner of the Brain Corp Operations across Walmart US, Sam's Club US, and International markets. Positioned as the strategic bridge between the Customer Success team and the broader Operations organization, this role ensures that our most significant global partnership scales with precision. This is a position that combines high-level administrative orchestration with a process mindset to perpetually refine and proactively improve our support models.

In this capacity, the Program Lead, harmonizes internal efforts across technical support, supply chain, product safety and security (Trust), product performance, and pilot operations to deliver a frictionless experience for Walmart Inc. While primarily internal-facing, the role serves as a key operational ambassador during direct client engagements, translating complex technical data into executive-level insights to drive continuous optimization to support the client.

Essential Job Functions:

* Primary Operational Interface:
Serve as the primary point of contact for Operations for all aspects of the Walmart Inc engagement, encompassing Walmart US, Sam's Club US, and International markets across all banners and geographies.

* Stakeholder Communication:
Clearly communicate information and insights related to support tickets, client escalations, commercial/technical KPIs, product availability, deployments, software, pilots, and operational initiatives. Ensure all stakeholders have a clear understanding of the overall state of the Walmart business via proactive communication and visual reporting tools.

* Customer Support & Continuous Improvement:
Monitor operational customer inquiries and ticket processing for Walmart, Inc. Identify and communicate trends, root causes, and response/service times. Partner with internal support teams to analyze root causes, optimize operational efficiency, and implement process improvements that minimize service times and eliminate the top drivers of customer tickets.

* Escalation Management:
Act as the primary point managing commercial escalations for operational issues. Maintain effective internal and external communications to keep stakeholders informed throughout the escalation process, and.maintain a rigorous log of all occurrences. Communicate and advocate for change cross-functionally to mitigate future escalations.  

* KPI Tracking & Reporting:
Ensure we have an effective suite of reporting tools to provide a clear view of operational performance related to Walmart Inc. partnering with cross-functional  teams to prioritize and build reporting where none exists. Monitor business KPIs related to autonomous utilization, route completion, assist reduction, and client requested  SLAs. Monitor technical KPIs to ensure proper data capture and flow (images and RFID), hardware functionality and end-to-end data transmission.

* Supply & Demand Alignment:
Proactively partner with Go-To-Market (GTM), Engineering, and Supply Chain teams to synchronize robot demand projections with available supply, strategically accounting for long-lead time components to prevent bottlenecks.

* Deployment Strategy:
Partner with cross-functional teams to define and maintain executable deployment plans that adapt to varying levels of product control and accountability; streamline onboarding processes to ensure flawless service delivery and an optimal customer kickoff.

* Fleet Software Release Management:
Collaborate with internal technical teams to monitor the fleet software versions and performance through  comprehensive summary reporting.

* Client Engagement:
Directly participate in weekly, monthly, and quarterly client meetings as requested by Walmart to communicate Operational KPIs and updates, serving as the voice of authority on all matters related to Walmart Inc Operations.

Education and/or Work…