Senior Manager, Technology Operations Returns & Service Performance

Walmart • Bentonville, AR

1d • $90,000 - $234,000

About The Position

The Senior Manager, Technology Operations Returns & Service Performance is responsible for leading end-to-end initiatives that enhance third-party seller performance, drive customer trust, and improve Marketplace outcomes such as customer satisfaction, retention, and conversion. This role shapes the vision, strategy, and execution of seller standards and programs that manage returns and service performance, spanning product incubation, cross-functional execution, and post-launch activation. Reporting to the Director of Seller Standards, this leader partners deeply with Product, Engineering, Design, Risk, Data Science, and Customer Support and Seller Lifecycle teams to define seller-facing solutions that scale Marketplace operations and align seller incentives with customer experience goals. The ideal candidate brings strong product intuition, structured thinking, and operational rigor to develop high-impact solutions in a fast-paced and ambiguous environment.

Requirements

• Bachelor’s degree in business, finance, information systems, technology, or a related field.
• 8–10+ years of experience in eCommerce, product strategy, marketplace operations, trust & safety, or related domains.
• Demonstrated experience leading cross-functional product or operational initiatives from problem definition through launch and measurement.
• Experience partnering with Product, Engineering, and Analytics teams to develop and deliver user-facing solutions.
• Strong strategic thinking, executive communication, and stakeholder leadership skills.
• Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business,information systems, project/program management, information technology, finance, management, or related area and 5 years’ experience inproject management, program management, program operations, or related area.
• 7 years’ experience in project management, program management, program operations, or related area.
• 2 years’ supervisory experience.

Nice To Haves

• Master’s degree in business or a related field.
• Strong executive communication and change leadership skills.
• Experience working in complex marketplace or platform environments.
• Familiarity with seller performance frameworks, trust & safety policies, and reputation systems.
• Experience leading initiatives that span product development, GTM, and post-launch adoption.
• Strong business case development and outcome modeling skills.
• 2+ years of people leadership or supervisory experience.
• Master’s degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 4 years' experience in project management, program management, program operations, or related area.
• We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly.
• The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.

Responsibilities

• Seller Performance Strategy & Product Development Define problem statements and strategic frameworks to address critical seller performance and trust challenges. Lead development of business cases and outcome models to secure cross-functional sponsorship and investment. Define and evolve seller performance standards, metrics, and benchmarks across dimensions such as fulfillment, item quality, and customer issue resolution. Partner with Product, Engineering, and Design to define seller- and customer-facing experiences that support improved performance and trust.
• End-to-End Initiative Leadership Translate strategic goals into cross-functional execution plans with clear milestones, ownership, and KPIs. Drive product development and delivery in partnership with technology teams; ensure business intent is reflected in end solutions. Own internal and external go-to-market planning, including communications, change management, and stakeholder readiness. Lead post-launch adoption efforts and partner with Analytics to monitor impact, drive iteration, and surface continuous improvements.
• Cross-Functional Influence and Stakeholder Alignment Build strong partnerships across Risk, Legal, Seller Support, Category, and Analytics to deliver aligned solutions. Lead structured problem-solving in ambiguous contexts with differing stakeholder perspectives. Communicate strategic recommendations and performance insights to senior leadership.
• Performance Monitoring and Continuous Improvement Establish and maintain scalable monitoring to assess seller outcomes and experience quality. Analyze performance data to surface trends, gaps, and opportunity areas. Partner with Analytics and Tech to enable data-driven experimentation and feedback loops.
• Compliance, Ethics & Culture Promote and support Walmart policies, procedures, mission, values, and standards of ethics and integrity. Ensure compliance with applicable laws, policies, and internal controls; support the Open Door Policy. Model Walmart leadership behaviors and contribute to a culture of respect, integrity, and belonging.

Benefits

• At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet.
• Health benefits include medical, vision and dental coverage.
• Financial benefits include 401(k), stock purchase and company-paid life insurance.
• Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
• Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
• You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
• Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.
• Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates.
• Tuition, books, and fees are completely paid for by Walmart.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level