Operations Lead, Walmart, Inc.

Job Overview The Operations Lead, Walmart Inc. serves as the ultimate owner of Brain Corp Operations across Walmart US, Sam’s Club US, and international markets. Positioned as a strategic bridge between the Customer Success team and the broader Operations organization, this role ensures our most significant global partnership scales with precision. This position combines high-level administrative orchestration with a process mindset to perpetually refine and proactively improve our support models. Essential Job Functions Primary Operational Interface: Serve as the primary point of contact for Operations for all aspects of the Walmart Inc engagement, encompassing Walmart US, Sam’s Club US, and International markets across all banners and geographies. Stakeholder Communication: Clearly communicate information and insights related to support tickets, client escalations, commercial/technical KPIs, product availability, deployments, software, pilots, and operational initiatives. Ensure all stakeholders have a clear understanding of the overall state of the Walmart business via proactive communication and visual reporting tools. Customer Support & Continuous Improvement: Monitor operational customer inquiries and ticket processing for Walmart, Inc. Identify and communicate trends, root causes, and response/service times. Partner with internal support teams to analyze root causes, optimize operational efficiency, and implement process improvements that minimize service times and eliminate the top drivers of customer tickets. Escalation Management: Act as the primary point managing commercial escalations for operational issues. Maintain effective internal and external communications to keep stakeholders informed throughout the escalation process, maintain a rigorous log of all occurrences, and communicate and advocate for change cross‑functionally to mitigate future escalations. KPI Tracking & Reporting: Ensure we have an effective suite of reporting tools to provide a clear view of operational performance related to Walmart Inc. Partner with cross‑functional teams to prioritize and build reporting where none exists. Monitor business KPIs related to autonomous utilization, route completion, assist reduction, and client‑requested SLAs. Monitor technical KPIs to ensure proper data capture and flow (images and RFID), hardware functionality and end‑to‑end data transmission. Supply & Demand Alignment: Proactively partner with Go‑To‑Market (GTM), Engineering, and Supply Chain teams to synchronize robot demand projections with available supply, strategically accounting for long‑lead time components to prevent bottlenecks. Deployment Strategy: Partner with cross‑functional teams to define and maintain executable deployment plans that adapt to varying levels of product control and accountability; streamline onboarding processes to ensure flawless service delivery and an optimal customer kickoff. Fleet Software Release Management: Collaborate with internal technical teams to monitor the fleet software versions and performance through comprehensive summary reporting. Client Engagement: Directly participate in weekly, monthly, and quarterly client meetings as requested by Walmart to communicate operational KPIs and updates, serving as the voice of authority on all matters related to Walmart Inc Operations. Education and Work Experience Requirements Bachelor’s degree in Business, Business Analytics, Engineering, Supply Chain, Computer Science, or a related field. 5+ years of experience in operations, analytics, business intelligence, or a related field, with at least 2 years in a leadership role. Required Knowledge, Skills, Abilities and Other Characteristics Ability to quickly master the unique complexities of an autonomous technology offering, including how software, physical hardware, edge computing, and cloud infrastructure interact. A demonstrated sense of end‑to‑end operational ownership in high‑touch, customer‑facing environments. Mastery of written and verbal communication, with a unique ability to influence stakeholders and simplify complex topics. Experience with Salesforce or similar customer relationship management software. Excellent leadership, communication, and cross‑functional stakeholder influence. Ability to thrive in a fast‑paced environment and manage multiple customer initiatives simultaneously. Proven capability to rally diverse teams around shared objectives, resolving operational friction and driving consensus to solve complex problems efficiently. Proactive, detail‑oriented, and strong active listening skills. Exceptional problem‑solving, strategic, and analytical skills combined with excellent business acumen to drive customer success. A sense of urgency to resolve customer escalations quickly and efficiently. Strong leadership skills, agile to adjust to other people’s needs and achieve impact and influence through others. Things That Make a Difference Experience working with Walmart or other large enterprise customers. Expertise in data analysis and/or leveraging GenAI for customer analytics. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential functions may require maintaining the physical condition necessary for sitting, walking or standing for periods of time; operating a computer and keyboard; use of hands to finger and grasp; talk and hear at normal room levels; visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities or structures; push or pull up to 20 pounds. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate. Employees are exposed to the typical office environment with computers, printers and telephones. Salary Range and Total Rewards The anticipated salary range for candidates located in San Diego, California is $135,593 to $175,473. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and length of experience within the job, type and length of experience within the industry, education, etc. Brain Corp is a multi‑state employer and this salary range may not reflect positions that work in other states. In addition to base pay, our competitive total rewards package consists of: A discretionary annual target bonus Stock options 401(k) plan with match (no waiting period and immediate vesting) Comprehensive suite of insurance benefits for employees (and their families) to include a variety of medical plan options (including an HSA with employer contribution), dental, vision, life and disability insurance, Employee Assistance Program (EAP), Legal/Identity support plans, pet insurance. Access to Flexible Spending Accounts (Medical and Dependent Care) Generous paid time off including flexible vacation, Paid Sick Leave, time off for volunteering in the community, 10 paid company holidays, and a winter company shutdown Additional Perks Daily on‑site lunch available in the San Diego office On‑campus gym including pool and tennis courts in the San Diego office Opportunities to connect with colleagues including monthly game nights, hikes, wellness challenges, and community events Internal continuous learning events Opportunities to share your own interests and hobbies with the Company #J-18808-Ljbffr Brain Corp