Head of Product Marketing & Content
Monte Carlo DataSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Retail, Technology, Customer ExperienceIndustries
Requirements
- 10+ years of experience in product management, including at least 5 years focused on contact center or CX platform technologies
- Deep understanding of CCaaS architecture, cloud telephony, omnichannel routing, and workforce optimization
- Experience leading large-scale enterprise implementations and integrations across business units
- Proven ability to translate business needs into scalable technical solutions
- Excellent stakeholder management and executive communication skills
- Preferred
- Experience with leading CCaaS platforms (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9, or equivalent)
- Exposure to AI-driven customer engagement technologies, such as conversational bots, predictive analytics, and real-time agent assistance
- Background in retail, e-commerce, or high-volume customer service operations
- MBA or advanced degree in a technical or business discipline
Responsibilities
- Develop and own the enterprise CCaaS product strategy and roadmap, aligned to the company’s digital transformation and customer experience goals
- Drive modernization of legacy contact center environments into cloud-native, scalable, and intelligent contact center solutions
- Define north star metrics and long-term success measures for platform performance, agent productivity, and customer experience
- Lead product direction for core CCaaS capabilities including IVR, call routing, workforce engagement management, analytics, quality monitoring, and omnichannel enablement
- Ensure seamless integration of the contact center platform with enterprise systems such as CRM, ticketing, and AI/ML services
- Partner with Infrastructure, Security, and Compliance teams to deliver a secure, resilient, and compliant platform for high-volume operations
- Translate strategic objectives into actionable product requirements and features for engineering teams
- Prioritize initiatives based on customer impact, business value, and operational efficiency
- Lead agile ceremonies and manage the full product lifecycle—from discovery through rollout, adoption, and continuous improvement
- Establish KPIs to track adoption, performance, and ROI
- Partner with business units, operations teams, and technology stakeholders to align product strategy with organizational goals
- Serve as a trusted advisor to senior leadership, effectively communicating platform vision, progress, and business outcomes
- Collaborate with external vendors and internal architecture teams to evaluate and adopt emerging CCaaS capabilities
- Identify and deliver opportunities for automation, self-service, and AI-assisted engagement
- Stay ahead of trends in cloud contact center, speech analytics, workforce optimization, and generative AI to guide future innovation
- Champion a culture of data-driven experimentation and customer-first thinking
Skills
Product Management
CCaaS
IVR
Omnichannel
Cloud-Native
AI/ML
CRM Integration
Workforce Management
Analytics
Agile
Roadmap
Product Strategy
Walmart
Global retail chain offering affordable products
About Walmart
Walmart operates a chain of hypermarkets, discount department stores, and grocery stores, providing a wide variety of products at low prices to everyday consumers, families, and communities. The company combines physical retail locations with an e-commerce platform, allowing customers to shop for groceries, apparel, electronics, and household items both in-store and online. Walmart's efficient supply chain management and large-scale purchasing enable it to maintain affordability, setting it apart from competitors. The company also offers financial services and health and wellness services, including pharmacies and vision centers. Walmart's goal is to save people money and support communities, as demonstrated by its efforts during the COVID-19 pandemic and its commitment to social responsibility, including programs for veterans and military families.
Bentonville, ArkansasHeadquarters
1962Year Founded
$5,515MTotal Funding
IPOCompany Stage
Financial Services, Consumer GoodsIndustries
10,001+Employees
Benefits
PTO: Paid vacation, sick time, personal time and holiday time
10% discount on regularly priced general merchandise and fresh fruits and vegetables
6% 401(k) match to all employees, including hourly workers, after one year
Roth IRA available
Associate Stock Purchase Plan
maximum and eligible preventive care covered at 100%
Health reimbursement plans
Risks
Rising U.S. labor costs could pressure profit margins.
Amazon's grocery delivery expansion threatens Walmart's market share.
Fintech investments expose Walmart to financial regulatory risks.
Differentiation
Walmart's omnichannel strategy integrates physical and online retail seamlessly.
The company offers a wide range of products at consistently low prices.
Walmart's commitment to community support enhances its brand reputation.
Upsides
Walmart's investment in fintech expands its financial services offerings.
Robotics integration in distribution centers boosts operational efficiency.
Culturally themed product lines attract diverse customer segments.
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