(USA) Principal, Technology Operations

Walmart; Bentonville (AR); On-site; USD 90,000 - 180,000; Full time

Benefits offered by this job

Discount Card

Live Better U

Medical/Dental/Vision

Job summary

Walmart is seeking a Principal, Technology Operations in the USA to lead large-scale technology programs across CES. You will drive strategic planning, financial oversight, risk mitigation, and stakeholder engagement to deliver measurable business value and operational efficiency.

The role requires coordinating cross-functional teams, defining requirements, and shaping technology roadmaps with executive-level communication.

Qualifications

• Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 5 years’ experience in project management, program management, program operations, or related area.
• Option 2: 7 years’ experience in project management, program management, program operations, or related area.
• Master’s degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 4 years' experience in project management, program management, program operations, or related area.

Responsibilities

• Own the business technology experience across multiple CES technology categories, platforms, vendors, and AI capabilities.
• Define enterprise requirements, priorities, and acceptance criteria.
• Lead capability placement, rationalization, standardization, and consolidation decisions.
• Own interoperability and resolve issues spanning systems and technology domains.
• Establish scalable technology patterns across lines of business.
• Define how AI capabilities and agents operate across the ecosystem.
• Influence Product and Engineering roadmaps through business requirements and outcomes.
• Drive improvements in AHT, RCR, associate experience, customer outcomes, and cost to serve.

Skills

Leadership

Requirements definition

Program leadership

Performance data

Executive communication

CRM knowledge

Contact center tech

AI capabilities

Education

Bachelor's degree

Master's degree (preferred)

Tools

CRM

Contact center tech

Agent-facing systems

Workflow orchestration

AI capabilities

Job description

Position Summary...

What you'll do...

Role summary:
The (USA) Principal, Technology Operations leads the strategic planning and execution of large-scale technology programs, ensuring alignment with business objectives and operational excellence. This role oversees financial management, risk mitigation, and stakeholder engagement to drive successful delivery across multiple projects. By leveraging deep expertise in program management and technology strategies, the Principal influences decision-making and fosters innovative solutions that enhance organizational performance. The position requires strong leadership in coordinating cross-functional teams, optimizing resources, and continuously improving processes to achieve measurable business value and operational efficiency.

About the team:
The Voice of the Advocate – Systems team manages the business technology experience across agent-facing tools, platforms, vendors, and AI capabilities within CES. This team bridges business needs with technology execution, ensuring a unified ecosystem that scales across business lines and delivers measurable outcomes. Collaborating with Operations, Product, Engineering, Analytics, and business teams, they simplify the technology landscape, enhance performance, and enable scalable technology and AI solutions. Their focus includes program management, financial oversight, stakeholder engagement, and driving technology strategies to support organizational goals effectively.

What you’ll do:

• OwnthebusinesstechnologyexperienceacrossmultipleCEStechnologycategories,platforms,vendors,andAIcapabilities.
• Defineenterpriserequirements,priorities,andacceptancecriteria.
• Leadcapabilityplacement,rationalization,standardization,andconsolidationdecisions.
• Owninteroperabilityandresolveissuesspanningsystemsandtechnologydomains.
• Establishscalabletechnologypatternsacrosslinesofbusiness.
• DefinehowAIcapabilitiesandagentsoperateacrosstheecosystem.
• InfluenceProductandEngineeringroadmapsthroughbusinessrequirementsandoutcomes.
• DriveimprovementsinAHT,RCR,associateexperience,customeroutcomes,andcosttoserve.

What you’ll bring:

• 7+yearsofexperienceleadingcomplextechnology,operations,product,orbusinesstransformation.
• Experiencedefiningrequirementsanddrivingcapabilitiesacrossmultiplesystemsorplatforms.
• AbilitytoleadcomplexinitiativesacrossBusiness,Product,andEngineering.
• Experienceusingperformancedataandoperationaloutcomestoevaluatetechnologyeffectiveness.
• Strongexecutivecommunication,problem-solving,anddecision-makingskills.
• ExperiencewithCRM,contactcentertechnology,agent-facingsystems,workfloworchestration,orAIpreferred.
• Experiencewithtechnologyportfolios,vendors,modernization,standardization,orconsolidationpreferred.

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.

The annual salary range for this position is $90,000.00 - $180,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :

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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.

Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 5 years’ experience in project management, program management, program operations, or related area.

Option 2: 7 years’ experience in project management, program management, program operations, or related area.

Preferred Qualifications...

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

Master’s degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 4 years' experience in project management, program management, program operations, or related area., We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.

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 is 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.

Benefits you’ll enjoy

Discount Card

Get 10% off

Walmart associates are eligible for a 10% discount card on most regular-priced items and fresh produce in store and on select items at Walmart.com. Eligible after 90 days of employment.

Live Better U

100% covered

Earn a degree or in-demand skills certificates with no debt- Walmart covers 100% of tuition and books. Live Better U offers 60+ programs for Associates to pursue their dreams.

Ready to grow your career? Walmart Academy offers job-specific retail training and leadership courses to help Associates reach their career goals.

Medical, dental, vision, and wellness programs for you and your family

Access mental health resources and assistance programs for life’s challenges

Training, leadership programs, and clear paths to advance.

Imagine a workplace surrounded by innovation.At Walmart’s new Home Office in Bentonville, Arkansas, we’re redefining what it means to work at a global leader.

Set on 350 acres of thoughtfully revitalized land, our new campus seamlessly integrates the charm of Northwest Arkansas with cutting edge design and technology. From biking trails and outdoor courtyards to flexible, tech-enabled workspaces, every detail reflects our commitment to sustainability, connection, and culture.

With amenities like on-site childcare at our Little Squiggles Children’s Enrichment Center, the Walton Family Whole Health & Fitness Center, and a vibrant food hall featuring local and international favorites, we’re creating a space where work-life balance isn’t just a goal—it’s a reality.

Beyond the campus, Bentonville offers a dynamic lifestyle with world-class dining, art at the Crystal Bridges Museum, and countless outdoor activities.

Whether you’re exploring High South cuisine, enjoying live performances at our new amphitheater, or cycling the Razorback Greenway, you’ll experience the perfect blend of small-town charm and big-city amenities.

Join us at Walmart and grow your career alongside a community that feels like home.

This isn’t just a workplace—it’s a destination for leaders eager to make a difference.