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Jobs · Information Technology · Arkansas

Senior Manager, Operations - Integration

Walmart · Bentonville, AR · 2 wk ago
On-siteInformation Technology$90k–$180k/yrFull-time

Position Summary

The Senior Manager, Operations – Integration is a strategic leadership role within Walmart Marketplace responsible for defining and executing the operating model that enables scalable, high-performing Seller Support operations through a global network of Business Process Outsource (BPO) partners.

What you'll do

  • Lead the execution of complex projects, programs, and operational initiatives that support Seller Support growth and scalability across the BPO network.

  • Develop, maintain, and govern project plans, timelines, budgets, milestones, and performance metrics.

  • Identify risks, resolve escalations, and implement contingency plans to ensure successful delivery of business objectives.

  • Monitor project performance and adjust strategies as needed to achieve desired outcomes.

  • Analyze operational data, business trends, and performance metrics to generate actionable insights.

  • Translate analytical findings into recommendations that support strategic business objectives.

  • Partner with cross-functional teams to develop data-driven processes, tools, and operational strategies.

  • Drive continuous improvement initiatives that enhance operational effectiveness and reduce costs.

  • Develop and implement scorecards, reporting frameworks, and governance mechanisms to monitor performance.

  • Serve as a subject matter expert for Seller Support operations and operational integration initiatives.

  • Identify and scale best practices across teams, vendors, and regions.

  • Drive initiatives that reduce operational expenses, mitigate risk, and improve resource allocation.

  • Utilize analytical methodologies to identify improvement opportunities and measure business impact.

  • Prioritize initiatives based on business value, operational needs, and strategic objectives.

  • Ensure data integrity and accuracy across operational reporting and decision-making processes.

  • Lead the development and enhancement of operational tools, reporting solutions, and customer-facing functionality.

  • Define business and operational requirements and provide subject matter expertise for complex, cross-functional initiatives.

  • Partner with Product and Engineering teams to deliver scalable solutions that improve operational performance.

  • Champion innovation and automation opportunities that improve efficiency and support business growth.

How you’ll lead

  • Build and sustain a culture of inclusion, belonging, and respect.

  • Develop organizational talent through coaching, mentoring, feedback, and growth opportunities.

  • Empower associates to make decisions in the best interest of customers and the business.

  • Foster strong partnerships through collaboration, trust, and open communication.

  • Act with Integrity.

What you bring

  • Bachelor’s degree in Business, Operations, Supply Chain, or a related field, or equivalent professional experience.

  • 8+ years of experience in BPO management, contact center operations, or large-scale customer/seller support environments.

  • 3+ years of experience managing vendor and BPO relationships, including SLA governance, performance scorecards, and corrective action planning.

  • Demonstrated success leading multi-region and/or multi-vendor operations and/or projects.

  • Strong analytical and problem-solving skills with the ability to drive data-informed decisions.

  • Proven ability to influence senior leaders and cross-functional stakeholders.

  • Excellent communication, execution, stakeholder management, and program management skills.

Preferred Qualifications

  • Master’s degree (MBA) or equivalent advanced leadership experience.

  • Experience managing global BPO partnerships, including offshore and nearshore delivery models.

  • Proven ownership of the full BPO lifecycle, including sourcing, RFP/RFI management, vendor selection, onboarding, launch, and steady-state operations.

  • Track record of delivering measurable improvements in quality, productivity, cost-to-serve, and customer or seller experience.

  • Experience with operational excellence methodologies such as Lean, Six Sigma, or PMP.

  • Knowledge of workforce management, quality assurance, and knowledge management frameworks.

  • Experience within eCommerce, marketplace, retail, or technology-driven organizations.

Minimum Qualifications

  • Bachelor’s degree in Business Administration, Engineering, Operations, or related field and 3 years’ experience in operations, project management, or related area OR 5 years’ experience in operations, project management, or related area.

  • 1 year’s supervisory experience.

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