Manager, Operations

Walmart•Bentonville, AR

9d•Onsite

About The Position

The Manager, Operations – BPO leads day-to-day service delivery across outsourced partner networks supporting Marketplace Seller Support. This role is responsible for ensuring operational performance, service quality, and adherence to service-level agreements across BPO vendors. The Manager drives execution through performance management, issue resolution, and continuous improvement, while maintaining strong vendor relationships and ensuring alignment with business objectives. Through data-driven decision-making, coaching, and operational rigor, this role ensures consistent, high-quality support experiences and operational stability across global partner sites. This role is based in Bentonville, AR and reports to the Sr. Manager, BPO Operations.

Requirements

Experience managing BPO/vendor operations, preferably in customer support or seller support environments.
Strong understanding of contact center operations and performance metrics (e.g., SLA, CSAT, AHT, quality, productivity).
Proven ability to analyze data, identify root causes, and implement solutions to improve operational performance.
Experience managing vendor performance and driving accountability through structured governance.
Strong problem-solving and decision-making skills in fast-paced, operational environments.
Effective communication and stakeholder management skills, with the ability to collaborate across teams.
Experience leading teams or influencing vendor leadership to drive performance and development.
Ability to manage multiple priorities while maintaining focus on execution and results.
Bachelor’s degree in Business, Operations, Communications, or related field and 2 years of experience in operations, contact center, or related area OR 4 years of experience in operations, contact center, or related area.

Nice To Haves

Experience in BPO/vendor management within customer or seller support environments
Experience in Marketplace or eCommerce operations
Experience supervising associates or leading cross-functional teams
Project management experience or certification

Responsibilities

Overseeing daily BPO operations across vendor sites to ensure consistent performance against SLAs, KPIs, and quality standards.
Monitoring and manage vendor performance through regular reviews, scorecards, and operational reporting; drive corrective actions as needed.
Analyzing performance data and trends to identify root causes of issues and implement solutions to improve service delivery.
Partnering with WFM, Training, and Program teams to ensure operational alignment and readiness.
Leading and supporting process improvement initiatives to enhance efficiency, quality, and seller experience.
Managing escalations from sellers, internal stakeholders, and BPO partners ensuring timely resolution of critical issues.
Ensuring adherence to company policies, compliance standards, and operational procedures across vendor teams.
Driving accountability with BPO partners through structured governance, communication, and performance management practices.
Supporting capacity planning and staffing alignment in partnership with vendors to meet business demand.
Coaching and influencing vendor leadership teams to improve performance, strengthen execution, and build operational capability.

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 leave
Jury duty leave
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)