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Position Summary...

What you'll do...

**Senior Analyst, Customer Care and Service Operations** **Overview** Walmart Business is dedicated to saving businesses, nonprofits, and governments time, money, and hassle, empowering them to focus on their core missions. As a Senior Analyst, Customer Service and Operations, you’ll play a central role in resolving customer escalations and managing operational workflows that keep Walmart Business running smoothly. You will serve as the connective tissue between the Customer, Care, Sales, Product, and Technical teams and will drive fast, effective resolution of customer issues while ensuring insights from those interactions fuel continuous improvement across the organization. You will also serve as the central point of contact for customers throughout the issue resolution process. The Senior Analyst will report to Marilyn McGehee **Key Responsibilities** **1. Customer Escalations and Resolution Management (Primary Focus — Majority of Work)** This is the core of the role, focused on resolving customer issues that require hands-on coordination and strong judgment. You will manage high-volume operational escalations, change requests, and system updates to ensure timely, high-quality outcomes for our business customers.

+ Own and resolve complex customer escalations and change requests, coordinating across Customer, Sales, Product, Technical Support, and Care leadership.

+ Manage the end-to-end escalation lifecycle — from intake and triage through investigation, resolution, and documentation; and serve as the central point of contact for the customer.

+ Partner with the Walmart Business stakeholders, enterprise partners, care agents to handle cases requiring deeper investigation or manual intervention.

+ Maintain and update JIRA tickets and process documentation to ensure accurate tracking, progress monitoring, and closure.

+ Conduct follow-ups across Walmart Business (and Walmart US) systems to confirm completion of fixes and communicate updates to stakeholders.

+ Review and act upon customer feedback and satisfaction reports, addressing individual customer feedback, recurring issues and identifying improvement opportunities.

+ Prioritize workload effectively to meet or exceed service-level agreements (SLAs) despite rising case volumes.

+ Communicate clearly and professionally with internal teams and customers to ensure expectations are set, progress is visible, and outcomes are understood.

+ Document all escalations comprehensively to support consistent handling and institutional learning.

**Outcome:** Ensure timely, consistent, and customer-focused resolution of operational and service issues, maintaining trust and continuity as Walmart Business scales. **2. Root Cause Analysis and Continuous Improvement (High-Value Secondary Focus)** You will transform learnings from escalations into insights that improve how we operate, serve customers, and design systems.

+ Conduct root cause analyses on recurring or high-impact issues to uncover underlying process or system gaps.

+ Identify trends and patterns in escalations to propose data-driven solutions that reduce future volume.

+ Maintain a knowledge repository of case learnings and use it to inform process design, training, and automation opportunities.

+ Partner with Product, Engineering, and Process teams to integrate customer learnings into long-term roadmap priorities.

+ Collaborate with Learning & Development to translate escalation insights into improved training and knowledge resources.

+ Report trends and insights to leadership to improve visibility into customer pain points and operational bottlenecks.

Outcome: Reduce recurrence of issues, accelerate resolution times, and drive continuous improvement across customer operations. **3. Customer Expertise and Process Improvement (Tertiary Focus)**

Serve as a subject matter expert on customer and agent experience in 4itbs while supporting care-related operational projects and continuous improvement efforts.

+ Provide feedback to enhance care workflows, escalation routing, and customer readiness.

+ Support workflow improvements, system enhancements, and SOP maintenance.

+ Track key operational metrics (e.g., escalation trends, turnaround times, capacity utilization).

+ Contribute to continuous improvement initiatives across Customer Service and Operations.

Outcome:** Strengthen Walmart’s B2B care model, ensuring consistent, high-quality support and scalable, efficient operations. **You will make an Impact By

+ Delivering fast, effective resolutions that protect customer satisfaction and revenue.

+ Acting as the day-to-day operational backbone for Walmart Business Care.

+ Translating complex customer issues into clear, actionable solutions across multiple teams.

+ Supporting Care leadership by owning operational execution, enabling leaders to focus on strategy and planning.

Minimum Qualifications

+ 2+ years of experience in customer service operations, business analysis, or project management.

+ Proven ability to manage customer escalations and cross-functional resolution in a high-volume environment.

+ Experience with systems such as Salesforce, JIRA, or Care management platforms (e.g., CCA).

+ Strong written and verbal communication skills, with an ability to simplify complex issues.

+ Bachelor’s degree in Business, Operations, or related field — or equivalent experience.

Preferred Qualifications

+ Experience in B2B or enterprise-level customer service (eCommerce, SaaS, or related).

+ Experience developing or maintaining SOPs and process documentation.

+ Strong analytical and problem-solving abilities, with high emotional intelligence.

+ Demonstrated ability to leverage tools and technology to drive efficiency and scale.

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 https://one.walmart.com/notices . 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 information about benefits and eligibility, see One.Walmart (https://one.walmart.com/) .

The annual salary range for this position is $50,000.00 - $95,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :

- Stock

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Minimum Qualifications...

_Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications._

Minimum Qualifications: Bachelor’s degree in Business Management, Logistics, Computer Science, or related field OR 2 years’ experience in operations, retail, project management, or related area.

Preferred Qualifications...

_Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications._

Walmart

Masters: Business Administration

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.

Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.