Senior Analyst, Operations
AngiSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Retail, Business ServicesIndustries
Requirements
- Strong judgment and coordination skills for resolving complex customer escalations
- Ability to manage high-volume operational escalations, change requests, and system updates
- Proficiency in maintaining and updating JIRA tickets and process documentation
- Experience conducting follow-ups across systems and communicating updates to stakeholders
- Skills in reviewing customer feedback, identifying recurring issues, and prioritizing workload to meet SLAs
- Clear and professional communication with internal teams and customers
- Capability to conduct root cause analyses on recurring or high-impact issues
- Ability to identify trends/patterns and propose data-driven solutions
- Experience maintaining knowledge repositories and partnering with Product, Engineering, Process, and Learning & Development teams
- Expertise in customer and agent experience in 4itbs, supporting care-related operational projects
Responsibilities
- 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; serve as the central point of contact for the customer
- Partner with Walmart Business stakeholders, enterprise partners, and care agents to handle cases requiring deeper investigation or manual intervention
- Maintain and update JIRA tickets and process documentation for 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 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 set expectations, make progress visible, and ensure outcomes are understood
- Document all escalations comprehensively to support consistent handling and institutional learning
- 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
- 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 processes
Skills
JIRA
Customer Escalations
Operations Management
Stakeholder Coordination
Issue Resolution
Triage
Process Documentation
Change Requests
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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