(USA) Principal, Technology Operations - Cross-Border Experience

Walmart•Bentonville, AR

1d•Onsite

About The Position

As the Principal, Technology Operations, you will define and deliver best-in-class cross-border customer and seller experiences by working backwards from their needs. You will identify and address friction points across the end-to-end journey from discovery and checkout to delivery, returns, customer care, fraud prevention, and seller enablement to improve conversion, trust, satisfaction, and retention. Partnering across Product, Engineering, Operations, and Business teams, you will lead strategic initiatives that simplify complex experiences, improve transparency, and scale consistent cross-border capabilities. This role requires strong customer obsession, analytical thinking, and experience designing seamless eCommerce experiences across international markets. The Walmart US eCommerce Cross Border Solutions team delivers innovative solutions that empower Marketplace sellers to offer seamless, trusted experiences worldwide. Collaborating closely with Product, Engineering, PMO, and Operations, the team scales customer- and seller-facing capabilities across existing and emerging international markets. With expertise in program execution, stakeholder engagement, and data-driven decision-making, the team enhances customer satisfaction, seller success, and operational readiness. Focused on experience quality and continuous improvement, the team supports Walmart’s mission by delivering scalable solutions that drive positive outcomes for customers, sellers, and the business.

Requirements

Strong experience leading customer and seller experience initiatives in eCommerce, marketplace, or international business environments.
Proven ability to partner with Product, Engineering, Analytics, Customer Care, Trust & Safety, and Operations to deliver complex, cross-functional technology programs.
Deep understanding of customer behavior, seller journeys, and the operational drivers of trust, satisfaction, adoption, and retention.
Experience leveraging customer feedback, operational metrics, and data to identify friction points, prioritize improvements, and measure business impact.
Excellent stakeholder management, communication, and leadership skills with a track record of influencing decisions and driving scalable customer and seller experience improvements across multiple markets.
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.
OR 7 years’ experience in project management, program management, program operations, or related area.

Nice To Haves

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.
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

Lead planning and execution of large-scale initiatives focused on customer and seller experience, aligned with business objectives and international expansion.
Partner with Product, Engineering, Analytics, Customer Care, Trust & Safety, and Operations to deliver scalable experience solutions.
Own end-to-end customer and seller experience across cross-border journeys, including customer care, fraud, escalations, and seller support.
Use data and customer insights to identify friction points, prioritize improvements, and measure experience health.
Drive cross-functional resolution of operational issues and ensure experience capabilities are scalable, compliant, and launch-ready across new markets.

Benefits

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
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.