Most Walmart customers never see Olena W., Senior Manager of Fulfillment Engineering, Walmart eCommerce, Hoboken, N.J., but they benefit from her work every day. She helps create the innovative distribution centers that meet the needs of modern customers.
“What I do is like designing Willy Wonka chocolate factories, in a way,” she says. “I get to use my imagination and dream big, even though it’s real-world, practical work. I figure out how to put all the conveyor belts together, how to get items into boxes, what those boxes should be shaped like, and the best way to get them to customers and put smiles on their faces.”
Olena understands outstanding customer service extends beyond the in-store experience more than ever before. Her work helps eCommerce customers have more next-day or two-day delivery options, as well as a wider variety of products available for Pickup.
“To compete and to win,” she says, “our warehouses have to anticipate our customers’ needs—and get ahead of them with innovation. Doing what Amazon is doing isn’t going to get us there.”
In fact, Olena sees competitors trying to catch up to Walmart in terms of access to customers. “Walmart has a huge advantage: our stores and the customers in them,” she says. “We can lean on our unique relationship with them to help us find new opportunities along the supply chain.”