Principal, Product Manager - CRM Platform & Intelligent Customer Care

Position Summary...

As a Principal Product Manager, you will define and lead the long-range product vision, strategy, and execution for Walmart's CRM Platform and Intelligent Customer Care ecosystem. This includes Agent Desktop experiences, Agent Assist capabilities, workflow orchestration, customer identity, omnichannel engagement, customer data integrations, and AI-enabled support tooling. You will drive enterprise-wide platform capabilities that improve customer and associate experiences while simplifying care operations at global scale.

This role requires deep expertise in digital retail, customer care technologies, omnichannel commerce, AI-enabled workflows, and platform product management. You will operate at the intersection of customer experience, operational excellence, platform strategy, and enterprise transformation.

The Principal PM is expected to influence executive stakeholders, mentor product managers, align cross-functional organizations, and shape investment priorities across multiple domains.

This role is highly strategic and requires strong execution capabilities, cross-functional leadership, and customer obsession.

What you'll do...

Key Responsibilities Strategic Product Leadership

• Define and own the long-term vision, strategy, and roadmap for enterprise customer care and CRM platforms.
• Lead investment prioritization across Salesforce and CRM modernization, Agent Assist, customer data platforms, workflow automation, customer identity, AI-powered associate tooling, and omnichannel support experiences.
• Identify market opportunities, emerging technologies, and operational gaps to improve customer care experiences.
• Build scalable, unified platform capabilities that support both customer and associate workflows.
• Drive modernization and transformation initiatives across legacy and next-generation care systems.
• Influence enterprise-wide platform direction through strong product narratives supported by data, insights, and business impact.

Product Execution & Delivery

• Translate strategic vision into clear product requirements, roadmaps, milestones, and measurable success metrics.
• Partner with engineering, architecture, UX, analytics, operations, and business teams to deliver scalable solutions.
• Lead end-to-end product lifecycle management from ideation through launch, adoption, optimization, and scaling.
• Drive experimentation, A/B testing, analytics, and AI-powered optimization initiatives.
• Ensure operational excellence, platform reliability, scalability, and measurable business outcomes.

Customer & Associate Experience

• Improve customer and associate experiences through CRM optimization, intelligent workflows, customer insights, automation, personalization, and AI-driven associate experiences.
• Champion customer obsession and data-driven decision making.
• Partner with customer care operations and business stakeholders to simplify complex operational processes.
• Drive measurable improvements in associate productivity, customer satisfaction, and issue resolution efficiency.

Cross-Functional Leadership & Influence

• Serve as the product leader across engineering, operations, merchandising, fulfillment, analytics, UX, and support organizations.
• Align senior executives and stakeholders around shared platform goals and investment priorities.
• Facilitate cross-functional planning and strategic roadmap alignment.
• Influence without authority across globally distributed teams.

Mentorship & Organizational Leadership

• Mentor and develop Staff PMs, Senior PMs, and emerging product leaders.
• Champion modern product management practices, agile execution, experimentation, and platform thinking.
• Help build a strong product culture centered around customer outcomes, velocity, and innovation.
• Contribute to organizational design, hiring, and product operating models.

Preferred Qualifications

• 10-15+ years of product management experience with significant experience in retail, eCommerce, customer care, CRM, or platform products.
• Proven experience leading large-scale enterprise platforms and customer-facing systems.
• Deep understanding of omnichannel commerce, customer journey management, customer support tooling, and care operations.
• Experience with CRM systems, CCaaS platforms, workflow orchestration, AI-enabled support tools, and automation technologies.
• Strong experience with analytics, experimentation frameworks, and KPI-driven product management.
• Demonstrated ability to influence senior executives and lead cross-functional initiatives.
• Exceptional communication, storytelling, stakeholder management, and organizational leadership skills.
• Experience leading globally distributed teams and cross-functional organizations.
• Experience in enterprise customer care ecosystems at large-scale retailers or technology companies.
• Deep experience with Salesforce ecosystems, CRM modernization, customer support workflows, omnichannel engagement, Agent Assist platforms, AI/LLM-driven tooling, and customer support automation.
• Experience building platform products supporting both customer and associate experiences.
• Familiarity with contact center technologies, self-service ecosystems, and conversational AI.
• Experience driving operational transformation through AI and intelligent workflows.

The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process. 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.

Bentonville, Arkansas US-30006: The annual salary range for this position is $110,000.00 - $220,000.00

Sunnyvale, California US-11789: The annual salary range for this position is $143,000.00 - $286,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :

• Stock

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, engineering, or related area and 9 years' experience in product management. Option 2: 11 years' experience in product 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.

Master's degree in Computer Science, Engineering, Business Administration, or related area and 8 years' experience as a product manager, ideally working on consumer-facing, large-scale, highly complex B2B/C products, Supervisory experience, 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.

Masters: Business Administration, Masters: Computer Engineering, Masters: Computer Science

Primary Location...

805 Respect, 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. As a Principal Product Manager, you will define and lead the long-range product vision, strategy, and execution for Walmart's CRM Platform and Intelligent Customer Care ecosystem. This includes Agent Desktop experiences, Agent Assist capabilities, workflow orchestration, customer identity, omnichannel engagement, customer data integrations, and AI-enabled support tooling. You will drive enterprise-wide platform capabilities that improve customer and associate experiences while simplifying care operations at global scale. This role requires deep expertise in digital retail, customer care technologies, omnichannel commerce, AI-enabled workflows, and platform product management. You will operate at the intersection of customer experience, operational excellence, platform strategy, and enterprise transformation. The Principal PM is expected to influence executive stakeholders, mentor product managers, align cross-functional organizations, and shape investment priorities across multiple domains. This role is highly strategic and requires strong execution capabilities, cross-functional leadership, and customer obsession.

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