Principal, Product Manager - CRM Platform & Customer Care

Position: Principal, Product Manager - CRM Platform & Intelligent Customer Care
Position Summary...

As a Principal Product Manager, you will define and lead the long-range product vision, strategy, and execution for Walmart's CRM Platform and Intelligent Customer Care ecosystem. This includes Agent Desktop experiences, Agent Assist capabilities, workflow orchestration, customer identity, omnichannel engagement, customer data integrations, and AI-enabled support tooling. You will drive enterprise-wide platform capabilities that improve customer and associate experiences while simplifying care operations at global scale.

This role requires deep expertise in digital retail, customer care technologies, omnichannel commerce, AI-enabled workflows, and platform product management. You will operate at the intersection of customer experience, operational excellence, platform strategy, and enterprise transformation.

The Principal PM is expected to influence executive stakeholders, mentor product managers, align cross-functional organizations, and shape investment priorities across multiple domains.

This role is highly strategic and requires strong execution capabilities, cross-functional leadership, and customer obsession.

What you'll do...

Key Responsibilities Strategic Product Leadership

* Define and own the long-term vision, strategy, and roadmap for enterprise customer care and CRM platforms.

* Lead investment prioritization across Salesforce and CRM modernization, Agent Assist, customer data platforms, workflow automation, customer identity, AI-powered associate tooling, and omnichannel support experiences.

* Identify market opportunities, emerging technologies, and operational gaps to improve customer care experiences.

* Build scalable, unified platform capabilities that support both customer and associate workflows.

* Drive modernization and transformation initiatives across legacy and next-generation care systems.

* Influence enterprise-wide platform direction through strong product narratives supported by data, insights, and business impact.

Product Execution & Delivery

* Translate strategic vision into clear product requirements, roadmaps, milestones, and measurable success metrics.

* Partner with engineering, architecture, UX, analytics, operations, and business teams to deliver scalable solutions.

* Lead end-to-end product lifecycle management from ideation through launch, adoption, optimization, and scaling.

* Drive experimentation, A/B testing, analytics, and AI-powered optimization initiatives.

* Ensure operational excellence, platform reliability, scalability, and measurable business outcomes.

Customer & Associate Experience

* Improve customer and associate experiences through CRM optimization, intelligent workflows, customer insights, automation, personalization, and AI-driven associate experiences.

* Champion customer obsession and data-driven decision making.

* Partner with customer care operations and business stakeholders to simplify complex operational processes.

* Drive measurable improvements in associate productivity, customer satisfaction, and issue resolution efficiency.

Cross-Functional Leadership & Influence

* Serve as the product leader across engineering, operations, merchandising, fulfillment, analytics, UX, and support organizations.

* Align senior executives and stakeholders around shared platform goals and investment priorities.

* Facilitate cross-functional planning and strategic roadmap alignment.

* Influence without authority across globally distributed teams.

Mentorship & Organizational Leadership

* Mentor and develop Staff PMs, Senior PMs, and emerging product leaders.

* Champion modern product management practices, agile execution, experimentation, and platform thinking.

* Help build a strong product culture centered around customer outcomes, velocity, and innovation.

* Contribute to organizational design, hiring, and product operating models.

Preferred Qualifications

* 10-15+ years of product management experience with significant experience in retail, eCommerce, customer care, CRM, or platform products.

* Proven experience leading large-scale enterprise platforms and customer-facing systems.

* Deep understanding of omnichannel commerce, customer journey management, customer support tooling, and care operations.

* Experience with CRM systems, CCaaS platforms, workflow orchestration, AI-enabled support tools, and automation technologies.

* Strong experience with analytics, experimentation frameworks, and KPI-driven product management.

* Demonstrated ability to influence senior executives and lead cross-functional initiatives.

* Exceptional communication, storytelling, stakeholder management, and organizational leadership skills.

* Experience leading globally distributed teams and cross-functional organizations.

* Experience in enterprise customer care ecosystems at large-scale retailers or technology companies.

* Deep experience with Salesforce ecosystems, CRM modernization, customer support workflows, omnichannel engagement, Agent Assist platforms, AI/LLM-driven tooling, and customer support…