Manager, Marketplace Contacts - eCommerce
Position Summary
The Walmart Marketplace team is committed to improving customer experience by providing a seamless and effortless journey throughout the purchase lifecycle. This role plays a critical part in reducing customer contacts—a key strategy for enhancing customer satisfaction and loyalty by ensuring orders are fulfilled as expected, ultimately contributing to the overall success and reputation of the Marketplace.
What you'll do...
- Monitor and analyze contact trends, identifying root causes, and developing strategies to minimize contact rates.
- Collaborate with cross-functional partners including Customer Care, Operations, and Sellers to ensure a seamless customer experience.
- Develop and lead programs focused on driving product adoption and enhancing seller services tools.
- Analyze data using SQL and/or BigQuery to identify opportunities for process improvement.
- Strategize, identify opportunities, and drive programs that reduce customer contacts by improving and exceeding online marketplace customer expectations.
- Leverage data to measure, track, and analyze program results; report progress and optimize programs continuously.
- Partner with senior leaders to define goals, success criteria, risks, assumptions, and known issues.
- Create communication strategies and content; educate sponsors, stakeholders, and executive leadership on program requirements; and develop and implement a full program management lifecycle.
- Develop solutions that reduce cost and achieve business goals; prioritize assignments; ensure accuracy of business data; recommend program adjustments; and influence cross-functional teams to drive adoption.
- Lead the execution of multiple business plans and projects by identifying customer and operational needs; establishing priorities; removing barriers; providing resources; defining performance standards; measuring progress; adjusting course as needed; and demonstrating adaptability and commitment to continuous learning.
- Promote and support company policies, procedures, mission, values, and standards of ethics and integrity by providing guidance to others and ensuring compliance through the Open-Door Policy.
Experience
- Proven experience in a marketplace or e-commerce environment.
- A strong understanding of marketplace dynamics and customer experience.
- Prior experience overseeing and managing programs to ensure measurable objectives are met.
- Strategic thinking and a results-oriented mindset, with the ability to prioritize tasks and allocate resources effectively.
- Experience developing and leading programs, especially growth drivers, working cross-functionally with Product and Analytics teams.
- Strong presentation and influencing skills, with the ability to engage executive-level business partners.
- A track record of making data-driven decisions and collaborating with cross-functional teams to implement solutions.
- A self-starter mentality, strong attention to detail, and comfort navigating ambiguity.
- Excellent written and verbal communication skills, with the ability to champion products across the organization.
- A deep understanding of how to create and enhance exceptional customer experiences.
- A belief in our purpose: Save Money. Live Better.
- Expertise in SQL and/or BigQuery is beneficial for analyzing data and identifying opportunities for process improvement.
Compensation
The annual salary range for this position is $80,000.00 - $155,000.00 in Bentonville, Arkansas US-30008; $104,000.00 - $202,000.00 in Sunnyvale, California US-04396; and $96,000.00 - $186,000.00 in Bellevue, Washington US-11075. Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include stock.
Benefits
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. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
Additional Information
For information about PTO, see https://one.walmart.com/notices.
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. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
Minimum Qualifications
- Option 1: 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 3 years’ experience in project management, program management, program operations, or related area.
- Option 2: 5 years’ experience in project management, program management, program operations, or related area.
Preferred Qualifications
- 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.
- 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.