People Services Transformation Manager

About the team

People Services is the engine behind how Walmart takes care of its associates at scale. We own the end-to-end experience associates have when they need help — from a benefits question to a case that needs a human touch — and we're on a clear mission: shrink the transactional load on People Partners and associates so time gets spent on what actually matters, not paperwork and repetitive tickets.

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. We're actively scaling programs like the Enterprise Contact Reduction & Automation Program and the Workforce Intelligence AI roadmap — pairing deterministic automation with conversational and non-conversational AI to hit real, measurable outcomes (containment rate, first-contact resolution, average handle time, automation adoption).

People Services operates globally, with hubs spanning the US, Canada, and India — each bringing distinct strengths in process design, automation delivery, and scaled operations. This role is where those strengths get connected.

About the role

As the People Services Transformation Lead, you are charged with putting your foot on the gas for our transformation agenda. You won't be managing people — you'll be managing momentum: identifying where the pace of automation and digitization can accelerate, closing capability gaps by importing what's working in other markets, and making sure good ideas don't die in a backlog somewhere.

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. You'll act as a connective thread between our US, Canada, and India teams — spotting best practices in one location and translating them into action in another.

What you will do

· Accelerate the transformation roadmap: 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.

· Scout and scale best practices: 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.

· Champion AI and automation adoption: 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.

· Drive stakeholder alignment: 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.

What you will bring

· 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 poke at new tools before being told to. You've got a track record of testing, adopting, or championing new technology because you were curious what it could do for the team.

· Fluency with AI, LLMs, and agents: Hands-on comfort using and evaluating LLM-based tools, chatbots, or agentic workflows — you understand their strengths, limits, and where human oversight still matters.

· Cross-cultural, cross-market collaboration skills: Experience (or strong appetite for) working across geographies and time zones, translating context between US, Canada, and India teams without losing nuance.

· Strong data storytelling: Comfortable pulling metrics together (case volumes, AHT, FCR, containment) and turning them into a clear narrative that gets stakeholders to say yes.

· Bias for action and comfort with ambiguity: 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.