COMPLETE Manager II, Operations, Ecomm - Go-To-Market Project Lead - San Bruno, CA

Position Summary...

What you'll do...

The team you’ll get to join:

On the Driver Experience team, we’re focused on creating an intuitive gig-driver experience that just works. One that is built through the lens of agent success which fosters trust and transparency, nurtures driver retention, and enables a differentiated support experience – empowering us to become a low-cost delivery partner and platform of choice for gig-drivers everywhere. 

The Driver experience team views optimizable contact rate as a defect and is focused on reduction of contact rate as our primary OKR. We do so by holistically analyzing the experience across every phase of the driver journey and collaborating with product and engineering to enhance existing platform experiences, reduce high-friction pain points, and eliminating working as designed defects.

In a lot of ways, we function like a startup, meaning you’ll leverage cross functional leadership, a collaborative mindset (understanding the impact your suggestions have on other teams’ goals and OKRs), and a full range of product thinking and customer experience/operational strategist skills across all organizations.

Where you’ll help:
As the Go-to-Market (GTM) Lead, your main role is to promote new features and improvements of the Spark Driver Platform. You will be responsible for enhancing our GTM strategy and overseeing the pipeline of product launches that require driver and agent facing updates and communication. 
You will work closely with innovation pods to constantly update and get feedback, helping to refine our communication and content strategies to better address the needs and concerns of our gig-drivers with each new launch. Your goal will be to reduce the contact rate through well-timed and targeted content that is delivered within quality and expected timelines, ensuring that we maximize the value of each product launch while improving the overall perception of our platform.

As a key member of the Spark Driver Experience Team, you will be in charge of guiding communication and content projects from the beginning to the end. This involves fostering smooth collaboration between different stakeholders, improving operational efficiency, and enhancing the experience for our drivers.

Project Management
•    Lead prioritization and scoping calls with external stakeholders and internal communication & content teams.
•    Identify gaps and update requirements for refreshing the driver support agent knowledge base.
Monitoring and Reporting 
•    Vigilantly monitor Communication and Content Key Performance Indicators (KPIs) to ensure targets are met consistently.
•    Track ongoing Journey based Contact Rate as the principal measure of content efficacy and value contribution. 
•    Track ongoing driver contacts and issues daily, swiftly responding with P1 communication alerts where necessary.
Continuous Improvement 
•    Collaborate closely with the continuous improvement and post-defect strategy team to refine processes and enhance performance against KPI goals for the entire Spark Driver Experience org.
•    Facilitate in-depth Root Cause Analysis (RCA) to identify areas of improvement and propose robust solutions.
Leadership Communication 
•    Periodically communicate vital updates and performance metrics to Spark team leadership and the driver experience team to foster informed decision-making.

Minimum Experience & Skills:
To be successful in this role, you should exhibit strong leadership and organizational skills coupled with a knack for effective communication. The qualifications include:

Educational Background 
•    Bachelor’s degree in business administration, Communication, or a related field from an accredited institution or equivalent experience 

Experience 
•    A minimum of 3-5 years of experience in project management, preferably fast paced startup/tech environment – content management a plus 
•    Proven track record of facilitating cross-functional teams and managing stakeholder relationships.
•    Experience using project management software and tools such as JIRA, Trello, or similar platforms.
Skills 
•    Excellent verbal and written communication skills, adept at conveying complex information succinctly.
•    Proficient in project management tools and familiar with KPI monitoring and reporting.
•    Demonstrated ability to work under pressure, managing multiple projects simultaneously.
•    Strong business acumen and an ability to learn-on-the-fly. 
Personal Attributes 
•    Solution-oriented mindset with a strong emphasis on analytical and problem-solving skills.
•    Ability to work both independently and collaboratively in a fast-paced environment.

At Walmart, we offer competitive pay as well as performance-based incentive 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 at https://bit.ly/3iOOb1J .

Additional compensation includes annual or quarterly performance incentives.

Additional compensation for certain positions may also include:

- Regional Pay Zone (RPZ) (based on location)

- Stock equity incentives

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 Administration, Engineering, Operations , or related field and 2 years’ experience in operations, project management, or related area OR 4 years’ experience in operations, 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.

Supervising Associates

Masters: Economics

Project Management - Project Management Professional - Certification

Primary Location...

850 Cherry Avenue, San Bruno, CA 94066-3031, United States of America