Manager, Marketplace Contacts - eCommerce

Walmart•Bentonville, AR

4d•$80,000 - $202,000•Onsite

About The Position

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. We are seeking an experienced and accomplished Manager to proactively manage and reduce customer contacts within the online marketplace. This individual will be responsible for monitoring and analyzing contact trends, identifying root causes, and developing strategies to minimize contact rates. The role requires close collaboration with cross-functional partners—including Customer Care, Operations, and Sellers—to ensure a seamless customer experience. Expertise in SQL and/or BigQuery is beneficial for analyzing data and identifying opportunities for process improvement.

Requirements

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.
5 years’ experience in project management, program management, program operations, or related area.

Nice To Haves

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.
Experience analyzing data using SQL and/or BigQuery to identify opportunities for process improvement (a plus).
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.
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.
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

Strategizing, identifying opportunities, and driving programs that reduce customer contacts by improving and exceeding online marketplace customer expectations.
Launching and scaling programs; tracking, communicating, and coordinating with stakeholders across Walmart Marketplace and the broader company (Analytics, Customer Care, Product, etc.).
Developing and executing end-to-end programs focused on driving product adoption and enhancing seller services tools.
Measuring, tracking, and analyzing program results; reporting progress and optimizing programs continuously.
Driving informed decision-making and ensuring resolution of critical issues by partnering with senior leaders to define goals, success criteria, risks, assumptions, and known issues.
Creating communication strategies and content; educating sponsors, stakeholders, and executive leadership on program requirements; and developing and implementing a full program management lifecycle.
Analyzing and interpreting information for one or more initiative workstreams using various analytical methodologies.
Developing solutions that reduce cost and achieve business goals; prioritizing assignments; ensuring accuracy of business data; recommending program adjustments; and influencing cross-functional teams to drive adoption.
Leading 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.
Promoting and supporting company policies, procedures, mission, values, and standards of ethics and integrity by providing guidance to others and ensuring compliance through the Open-Door Policy.

Benefits

Competitive pay
Performance-based bonus awards
Medical coverage
Vision coverage
Dental coverage
401(k)
Stock purchase
Company-paid life insurance
PTO (including sick leave)
Parental leave
Family care leave
Bereavement
Jury duty
Voting leave
Short-term disability
Long-term disability
Company discounts
Military Leave Pay
Adoption and surrogacy expense reimbursement
PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
Live Better U (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.)