Manager, Program Management

Walmart • Bentonville, AR

1d • Onsite

About The Position

The Program Manager, BPO Operations leads strategic and operational initiatives across outsourced partner networks supporting Marketplace Seller Support. This role owns end-to-end program management of BPO operations, driving vendor strategy, governance frameworks, and cross-functional initiatives that enable performance, quality, and efficiency across global partner networks. The Program Manager ensures consistent execution through structured program planning, robust vendor governance, and strong cross-functional alignment. Leveraging data and insights, this role identifies opportunities, mitigates risks, and implements scalable solutions to enhance operational performance and improve the seller experience.

Requirements

• Bachelor’s degree in Business Administration, Operations, Engineering, or related field and 2 years’ experience in operations, program management, vendor management, or related area OR 4 years’ experience in operations, program management, vendor management, or related area.
• Experience managing BPO/vendor operations, preferably in customer support or seller support environments.
• Strong program and project management skills, with the ability to manage multiple work streams and stakeholders simultaneously.
• Proven ability to analyze complex data sets, identify root causes, and drive measurable improvements in operational performance.
• Experience with vendor governance, performance management, and service delivery optimization.
• Strong communication and stakeholder management skills, with the ability to influence across all levels of the organization.
• Demonstrated ability to drive process improvements, standardization, and scalable solutions in a fast-paced environment.
• Familiarity with operational metrics such as SLA, CSAT, AHT, quality scores, and productivity measures.
• Adaptability and problem-solving mindset with a focus on delivering results and improving seller experience.
• Bachelor's degree in Business, Human Resources, or related field and 2 years’ experience in project management, compliance, operations management or related area OR 4 years’ experience in project management, compliance, operations management, or related area.

Nice To Haves

• Experience in BPO/vendor management within customer or seller support environments
• Experience in Marketplace or eCommerce operations
• Project Management certification (e.g., PMP)
• Experience supervising associates or leading cross-functional teams
• Master’s degree in Business, Operations, or related field
• Leading a cross-functional team
• Retail Link
• Working with profit and loss responsibilities

Responsibilities

• Own and manage multiple BPO operational programs by designing project plans, defining milestones, and driving execution across internal and external stakeholders.
• Establish and maintain governance frameworks to ensure consistent service delivery, compliance with company standards, and alignment with business goals.
• Analyze operational data to identify trends, root causes, and opportunities for improvement; translate insights into actionable solutions.
• Partner cross-functionally with Product, Operations, WFM, Training, and Legal teams to implement process improvements and support new initiatives.
• Drive continuous improvement initiatives across BPO partners, including process optimization, cost efficiency, and service quality enhancements.
• Oversee development and deployment of reporting tools, dashboards, and performance insights to enable data-driven decision-making.
• Lead, mentor, and influence teams (directly or indirectly), fostering accountability, collaboration, and a culture of continuous improvement.

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 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: Manager