Senior Manager, Business Analysis and Insights - Food Equipment SME

About the Role

Leads the strategy, execution, and continuous improvement of centralized technical support for food equipment across stores and clubs. This role oversees a team of subject matter experts who provide real-time remote diagnostics, troubleshooting, and technical guidance to field technicians servicing fryers, ovens, food service equipment, and other operational assets. Leveraging deep equipment expertise and remote diagnostic capabilities, this leader enables faster issue resolution, improves first-time fix rates, and reduces equipment downtime. Partners closely with Field Service, Asset Management, Technology, Engineering, Equipment Manufacturers, and Operations to develop technical standards, enhance technician capabilities, and continuously improve service quality and asset reliability.

Responsibilities

• Lead the strategy and operations of a centralized expert support program that provides real-time technical assistance to field technicians servicing food equipment across stores and clubs.
• Develop standardized troubleshooting processes, remote diagnostic capabilities, and technical knowledge resources that improve service consistency, technician effectiveness, and equipment uptime.
• Partner with Field Service, Asset Management, Technology, Engineering, and equipment manufacturers to resolve complex technical issues, identify systemic equipment trends, and implement long-term corrective actions.
• Drive technician capability through virtual coaching, technical mentoring, knowledge sharing, and the development of scalable training programs that improve diagnostic accuracy and first-time fix performance.
• Analyze service trends and equipment performance data to identify recurring issues, recommend process improvements, and influence equipment design, maintenance strategies, and service practices.
• Lead strategic initiatives, establish performance metrics, and continuously improve the effectiveness of expert support services while ensuring alignment with business priorities and operational objectives.
• Build and develop a high-performing team by coaching, mentoring, setting clear expectations, fostering collaboration, and creating an inclusive environment where associates can grow and succeed.

Leadership Expectations

• Respect the Individual: Creates an inclusive, high-performing environment where associates feel valued, supported, and empowered to do their best work. Invests in talent through coaching, feedback, mentoring, and development opportunities while fostering collaboration across teams. Builds strong relationships, values multiple perspectives, and inspires others through open communication and shared accountability.
• Act with Integrity: Models the highest standards of ethics, integrity, and compliance while leading by example. Promotes accountability, transparency, and a culture where associates feel comfortable raising concerns. Ensures decisions align with company values, regulatory requirements, and long-term business sustainability.
• Serve Our Customers and Members: Maintains a customer- and member-first mindset by leveraging technical expertise, collaboration, and operational insights to improve equipment reliability and service outcomes. Delivers solutions that reduce downtime, improve technician effectiveness, and create value for stores, clubs, associates, customers, and members.
• Strive for Excellence: Champions continuous improvement by advancing technical capabilities, leveraging new technologies, and fostering innovation in remote support and field service. Demonstrates curiosity, resilience, and a growth mindset while driving measurable business results and encouraging the team to continuously raise performance standards.

Requirements

• Bachelor’s degree in Business, Analytics, Statistics, or related field and 4 years’ experience in data analytics, project management, business, or related area OR 6 years’ experience in data analytics, project management, business, or related area.
• 2 years’ experience using intermediate functionality of Microsoft Office.

Preferred Qualifications

• Experience with statistical programming languages.
• Experience supervising associates.
• Experience working on cross-functional teams or projects.
• Master’s degree in Business Administration.
• Project Management Professional (PMP) Certification.
• Six Sigma Black Belt or Green Belt Certification.

Benefits

• Health benefits: Medical, vision, and dental coverage.
• Financial benefits: 401(k), stock purchase, and company-paid life insurance.
• Paid time off: PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. The amount depends on job classification and length of employment and meets or exceeds paid sick leave laws where applicable.
• Other benefits: Short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
• Education benefits: Live Better U, a Walmart-paid education benefit program for full-time and part-time associates, covering tuition, books, and fees for high school completion, bachelor’s degrees, English Language Learning, and short-form certificates. Eligibility requirements apply.

Pay

The annual salary range for this position is $80,000.00 - $155,000.00. Additional compensation includes annual or quarterly performance bonuses and may include stock for certain positions.

Primary location: 814 Respect Dr, Bentonville, AR 72716, United States of America.