(USA) Senior Manager, Technology Operations - WFS Strategy & Analytics

About the role

The Senior Manager, Technology Operations, leads the execution and oversight of multiple complex technology programs, ensuring alignment with strategic objectives and financial plans. This role involves managing cross-functional teams, optimizing resource allocation, and driving performance through data analysis and stakeholder collaboration. The position requires a deep understanding of technology strategies, program management frameworks, and business operations to deliver impactful solutions. The incumbent will foster strong relationships, influence decision-making, and promote continuous improvement to support organizational goals and operational excellence within a dynamic technology environment.

Responsibilities

• Own the end-to-end analytics for a portfolio of post-purchase initiatives spanning cost reduction, refund performance, operational efficiency, and customer experience.
• Translate complex datasets across orders, returns, refunds, claims, customer contacts, and seller performance into decisions on product, policy, operations, and P&L.
• Work hands-on in the data. Write and review SQL, validate metric logic, investigate discrepancies, and trace issues across systems, pipelines, dashboards, and operational processes.
• Design and evaluate pilots and tests – size the opportunity, define success criteria, establish measurement methodology, and recommend whether to scale, iterate, or stop.
• Define and monitor post-purchase health metrics, including return and refund rate, recovery rate, cancellations, contacts per order, and CSAT, and lead root-cause investigations when performance moves.
• Partner with Product, Engineering, Operations, Seller Support, Data Science, and Finance to move recommendations from insight through implementation and impact measurement.
• Build financially grounded business cases that quantify GMV at risk, cost to serve, loss reduction, and recovery upside.
• Present to VP level audiences, communicate tradeoffs clearly, and defend the underlying data, methodology, and recommendation under questioning.
• Mentor analysts and raise the bar on technical execution, analytical rigor, data quality, and documentation.

Requirements

• Advanced SQL and tableau proficiency and experience working with large, complex datasets and data models.
• A strong understanding of system interactions, product logic, data pipelines, and operational workflows.
• Experience leading analysis from problem framing through recommendation, implementation, and impact measurement.
• Strong financial judgment and experience sizing business opportunities and P&L impact.
• Experience partnering with Product and Engineering teams to influence requirements and roadmaps.
• Executive-level communication skills and a track record of operating effectively in ambiguous, cross-functional environments.

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 5 years’ experience in project management, program management, program operations, or related area.
• Option 2: 7 years’ experience in project management, program management, program operations, or related area. 2 years’ supervisory experience.

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 and 4 years' experience in project management, program management, program operations, or related area.

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. 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. For information about PTO, see here.

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. For information about benefits and eligibility, see here.