HD Nguyen

Walmart+ Membership is Walmart's flagship membership offering, a strategic platform and portfolio of offerings designed to deepen customer loyalty and compete with services like Amazon Prime. Walmart+ delivers unmatched convenience through benefits such as free delivery, fuel discounts, Scan & Go in-store shopping, free video streaming, travel benefits, and much more. With over 30 million of active members (as of 2025) and consistent year-over-year growth, it has quickly become a critical driver of Walmart's omni-channel retail ecosystem.

Walmart+ is more than a subscription for customer, it's a gateway to long-term customer value. Since its launch, it has:

Significantly increased customer lifetime value (CLV) through higher frequency and basket size.
Enabled cross-channel engagement, seamlessly blending eCommerce and in-store shopping experiences.
Positioned Walmart as a tech-forward, service-first retailer amid a competitive landscape.

Industry analysts have valued Walmart+ at up to $45 billion (as of 2022), underscoring its strategic importance to Walmart’s future.

My Role

As the Technical Program Management leader for the Walmart+, I was responsible for orchestrating the end-to-end delivery from inception to launch of this critical business initiative. This involved coordinating 40+ cross-functional teams, aligning senior stakeholders across business, product, design, engineering, marketing, legal, and operations, and delivering the initial MVP within just 5 months.

My leadership spanned the platform's core architecture and its interconnected functional domains:

Member Benefits - Integrating delivery, fuel, video streaming, travel benefits, and partner perks at scale.
Member Management - Building the systems for account lifecycle, billing, and tiering.
Acquisition - Enabling frictionless sign-up flows, A/B testing, and promotional offers.
Engagement - Driving interaction through data-driven campaigns, app integrations, and loyalty mechanisms.
Retention - Powering renewal logic, churn prediction, and recovery strategies.

Within each of these domains, I had a team of TPMs who drove cross-functional execution, defined program strategy, aligned technical roadmaps with business priorities, and ensured timely delivery across engineering, product, design, and data science partners. We operated with a focus on measurable outcomes - accelerating member acquisition, improving engagement KPIs, and reducing churn, while maintaining platform scalability, operational resilience, and seamless user experience across mobile, web, and in-store experiences.

Key Achievements

Successfully launched the platform in just 5 months, driving immediate market value increase of $34B
Scaled membership base to 30M+ members, establishing a $45B business valuation
Implemented robust technical architecture supporting 100M+ potential members
Scaled TPM team from 2 to 25 supporting core engineering team growth from 35 to 500.
Designed and implemented best in class program management practices and automated tooling adopted across the enterprise.

Program Management Approach

To manage this complex initiative effectively, I:

Evolved the business/product intake pipeline to ensure the right priorities are worked on.
Created automated status reporting and execution dashboards for real-time progress tracking
Managed tight stakeholder engagement upstream and downstream to ensure alignment and timely delivery.
Developed comprehensive change management and risk management frameworks
Incorporated retrospective, change impact analysis, and shift-left testing for continuous improvements and efficiency gains.