People Services is the engine behind how Walmart takes care of its associates at scale. Our team sits inside the People Support Tech (PST) ecosystem, where case management, the Unified Help Center, and an expanding bench of AI agents work together to resolve associate needs faster and with less friction. People Services operates globally, with hubs spanning the US, Canada, and India — each bringing distinct strengths in process design, automation delivery, and scaled operations. As the People Services Transformation Lead, you are charged with putting your foot on the gas for our transformation agenda. This role is built for someone who is equally comfortable running a structured project plan and going hands-on with a new AI tool to see what it can actually do. Drive prioritization and execution of automation and digitization initiatives across People Services, keeping pace with (and pushing) commitments like the FY Automation plan and the Contact Reduction & Automation Program.

· Own program and project delivery: Build and manage project plans, timelines, RAID logs, and status reporting for transformation initiatives — from quick-win automations to multi-quarter platform rollouts.

· Partner directly with People Services teams in the US, Canada, and India to identify high-performing processes, tools, and automations, then lead their adaptation and rollout to other markets.

· Evaluate emerging AI/LLM-powered tools and agentic solutions (chatbots, copilots, self-service agents), pilot them with process owners,



and help scale what works in partnership with the Workforce Intelligence AI and PST platform teams.

· Translate data into action: Use case volume, containment, first-contact-resolution, and handle-time metrics to spot friction points, build the business case for automation, and track the impact of delivered initiatives.

· Work cross-functionally with People Partners, HR Technology, Workforce Intelligence AI, and regional People Services leads to align priorities, remove blockers, and keep initiatives moving without needing formal authority.

· Support governance and change management: Help ensure new automations and AI solutions are rolled out responsibly, with clear human-oversight checkpoints, documentation, and adoption support for end users.

Project & program management chops: Proven experience planning, sequencing, and delivering multi-workstream initiatives, ideally in an HR shared services, operations, or transformation environment. PMP, Agile/Scrum, or equivalent practical experience is a plus.

· Genuine digital curiosity: You've got a track record of testing, adopting, or championing new technology because you were curious what it could do for the team.

· Cross-cultural, cross-market collaboration skills: Strong data storytelling: You don't wait for a perfect brief — you scope, propose, test, and iterate.

· 3-6+ years of relevant experience in HR operations, business transformation, process improvement, or program management; Bachelor's degree or equivalent experience.

📌 People Services Transformation Manager (Nezahualcóyotl)
🏢 Walmart
📍 Nezahualcóyotl