Senior Director, Operations - BPO

Wal-Mart•Bentonville, AR

48d•$130,000 - $260,000•Onsite

About The Position

The Walmart Marketplace team is one of the fastest growing and most strategic areas within Walmart's global business portfolio. Our mission is to empower third-party sellers and deliver cutting-edge eCommerce solutions, leveraging the scale, reach, and innovative spirit of Walmart. By joining our team, you will be at the forefront of transforming seller experiences, driving strategic change, and developing the operational foundations that power millions of daily transactions. The environment is fast paced, highly collaborative, and offers the opportunity to make an outsized impact on Walmart's future. As the Sr. Director Operations-BPO, you will be the key architect and executive leader driving the end-to-end strategy, governance, and execution of third-party contact center partnerships supporting Walmart Marketplace. You will influence and drive critical business initiatives, owning all aspects of BPO partner lifecycle management, including selection, negotiations, strategic program delivery, contract governance, and global performance optimization. In this highly visible and impactful role, you will serve as the primary executive liaison between Walmart and its worldwide BPO network, working cross-functionally with Walmart's senior business, technology, product, finance, and compliance leadership.

Requirements

Progressive experience in large-scale BPO or contact center operations, with experience in a senior/executive leadership capacity.
A proven track record of managing complex outsourced business operations at a global enterprise.
Demonstrated strategic thinking, negotiation expertise, financial acumen, and executive presence.
Exceptional analytical, communication, and leadership skills in high-growth, dynamic environments.
Bachelor's degree in Business Administration, Engineering, Operations , or related field and 6 years' experience in operations, project management, or related area OR 8 years' experience in operations, project management, or related area.
4 years' supervisory experience.

Nice To Haves

Leading a cross-functional team
Masters: Business Administration, Masters: Computer Engineering, Masters: Operations Management
Project Management - Project Management Professional - Certification

Responsibilities

Set the vision and develop the long-term BPO operating model to scale Walmart Marketplace support globally, ensuring alignment with organizational priorities and seller experience mandates.
Lead the executive selection, negotiation, and contracting of BPO partners worldwide, establishing rigorous standards for partnership and driving continuous improvement initiatives.
Oversee the governance, risk management, and compliance of all external partnerships, ensuring contractual, regulatory, and ethical standards are consistently met.
Establish and oversee enterprise-wide KPIs, SLAs, and analytics frameworks; leverage deep data insights to define new targets, identify emerging risks, and drive transformative improvements in seller support quality, efficiency, and cost-effectiveness.
Lead quarterly business reviews and regular executive briefings with both Walmart and partner C-suite leaders, ensuring transparency, accountability, and rapid resolution of escalation issues.
Drive global implementation of best-in-class technologies, automation strategies, and operational innovations that redefine support delivery and elevate the Marketplace seller journey.
Partner with Product, Technology, Operations, Compliance, and Finance leaders to co-create and deploy Marketplace support strategies, ensuring seamless alignment between internal initiatives and partner capabilities.
Champion the development and adoption of next-generation site selection methodologies, resource optimization models, and innovation pilots that unlock new value for sellers and customers.
Serve as Walmart's thought leader and subject matter expert in BPO operations, representing the company in industry forums and steering critical projects affecting Walmart's brand and customer trust.
Own budget planning and management for global BPO operations, driving resource allocation strategies that balance cost, experience, and scalability.
Identify and deliver significant cost reduction initiatives, unlock operational synergies, and enable rapid business growth through strategic sourcing, automation, and process reengineering.
Inspire, develop, and manage a team of high-performing leaders and managers across global BPO operations.
Build a culture rooted in accountability, diversity, collaboration, innovation, and continuous improvement.
Mentor emerging Walmart talent, supporting organizational capability building, succession planning, and career advancement opportunities.

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.

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