Director, Program Management, Omni Returns (Strategy & Transformation)

Walmart • Bentonville, AR

1d • $90,000 - $180,000

About The Position

The Director, Program Management – Omni Returns is a strategic individual contributor responsible for leading the end-to-end orchestration of Walmart’s omnichannel returns initiatives. This role drives alignment across Product, Engineering, Store Ops, Ecommerce and Reverse/Recommerce logistics teams to deliver a seamless, cost-efficient, and customer-centric returns experience. Operating at the intersection of strategy and execution, the Director translates enterprise priorities into scalable programs, ensures cross-functional accountability, and removes systemic barriers to delivery. A critical component of this role is the ability to synthesize complex inputs into clear, compelling narratives that influence senior leadership decisions and accelerate execution. This leader leverages data, customer insights, and operational expertise to optimize returns performance, reduce cost-to-serve, and improve customer trust across all channels.

Requirements

• Deep program management expertise with a track record of leading complex, cross-functional initiatives at scale
• Proven ability to operate as a senior individual contributor, influencing outcomes without direct authority
• Strong strategic thinking and operational rigor; able to connect long-term vision to near-term execution
• Experience partnering across Product, Engineering, and Operations in a digital or omni channel environment
• Advanced problem-solving skills; able to navigate ambiguity and drive structured decisions
• Strong data fluency; able to define KPIs, interpret performance, and translate insights into action
• Exceptional communication and storytelling skills; able to distill complexity into clear, compelling executive-level narratives and materials
• Proficiency in developing high-quality presentations and leveraging AI tools to enhance speed and effectiveness
• Experience driving process transformation, particularly in returns, reverse logistics, or customer experience
• Demonstrated ability to manage competing priorities and deliver results in a fast-paced, matrixed environment
• 4 years’ experience leading cross-functional teams.
• 3 years’ experience using intermediate functionality of project management tools (Air table, Microsoft Project, Jira, or others)
• Bachelor's degree in business, Operations, Communication or related field and 4 years’ experience in project management, strategy, operations management, or related area OR 6 years’ experience in project management, compliance, operations management, or related area
• 6+ years of experience in program management, operations, product, or related domain
• Bachelor's degree in Business, Human Resources, Legal, or related field and 5 years’ experience in project management, compliance, operations management or related area OR 7 years’ experience in project management, compliance, operations management, or related area.
• 4 years’ experience using intermediate functionality of Microsoft Office.

Nice To Haves

• experience developing training curriculum or content
• Managing cross-functional teams
• Managing Large Scale Change Initiatives
• Master's degree in Business Administration or related field
• Retail consulting.
• Walmart experience in Merchandising, Operations, Marketing, or Finance, including at least 2 years in a role requiring strategy development.

Responsibilities

• Lead enterprise-level program management for Omni Returns, driving alignment across Product, Engineering, Operations, and Store teams
• Translate strategic objectives into executable roadmaps; define milestones, dependencies, risks, and success metrics
• Drive cross-functional prioritization and decision-making, balancing customer experience, operational efficiency, and cost optimization
• Identify and remove systemic blockers; escalate and influence at the executive level to maintain program momentum
• Establish program governance, operating rhythms, and reporting to ensure transparency and accountability
• Partner with Product and Engineering on roadmap sequencing, capacity planning, and delivery trade-offs
• Leverage data and analytics to track performance, identify gaps, and drive continuous improvement across the returns ecosystem
• Lead large-scale transformation initiatives, including new capability launches, process redesign, and omnichannel integration
• Develop clear, executive-ready narratives and materials (e.g., presentations, memos, AI-assisted content) to communicate strategy, trade-offs, progress, and risks
• Synthesize complex, cross-functional inputs into concise insights that accelerate alignment and decision-making
• Influence long-term strategy using customer behavior, operational metrics, and industry trends
• Build strong cross-functional relationships to enable execution in a highly matrixed environment

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
• Number of Employees: 1-10 employees