Senior Manager, Operations and Quality, Performance and Risk

Walmart • Sunnyvale, CA

8d • $90,000 - $234,000 • Onsite

About The Position

The Senior Manager, Seller Performance and Risk Operations and Quality supports the Marketplace organization by overseeing day-to-day operational execution across key seller performance and risk workflows. Reporting to the Director, Risk and Seller Performance Operations, this role leads a team responsible for delivering high-quality, compliant, and efficient operational outcomes that protect customers, strengthen seller accountability, and enable the Walmart Marketplace to scale. The Senior Manager drives operational performance, guides front-line leaders, and contributes to scaling processes, tools, and quality standards for a rapidly growing business.

Requirements

• Bachelor’s degree in Business Administration, Engineering, Operations , or related field and 3 years’ experience in operations, project management, or related area OR 5 years’ experience in operations, project management, or related area.
• 1 year’s supervisory experience.

Nice To Haves

• Bachelor’s degree in business, finance, or a related field.
• 8–10+ years of experience in seller performance operations, customer service operations, compliance operations, or related fields.
• Experience in eCommerce, online marketplaces, or similar environments with complex seller ecosystems.
• Strong understanding of seller performance and risk frameworks, operational controls, and compliance requirements.
• Demonstrated ability to lead front-line teams, manage managers, and drive operational performance in a dynamic, high-growth environment.
• Excellent communication skills with the ability to translate complex issues into clear operational guidance.
• Leadership of cross-functional task forces or projects
• Masters, Masters: Operations Management
• Project Management - Project Management Professional - Certification

Responsibilities

• Lead a team of supervisors/team leaders and their associates who handle inbound and outbound interactions related to seller performance and risk issues, policy actions, and seller performance and risk escalations.
• Ensure timely, accurate, and empathetic support that reinforces policy adherence while enabling sellers to operate successfully.
• Monitor real-time performance and risk across call queues and case-based workflows, adjusting resources as needed for service-level adherence.
• Partner with Workforce Management (WFM) and capacity planning teams to align staffing with forecasted demand and operational goals.
• Execute and reinforce operational processes, tools, and controls that support high-quality outcomes across diverse seller performance and risk workflows.
• Promote consistency in policy interpretation and application to ensure reliable, customer-centered decision-making.
• Identify operational gaps and recommend enhancements that improve accuracy, efficiency, and scalability.
• Stay current on Marketplace seller performance and risk trends, identifying patterns and raising emerging issues that may influence policy, tooling, or operational procedures.
• Collaborate with analytics, product, policy, and compliance partners to share insights and support continuous improvement.
• Coach and develop front-line leaders to elevate performance, operational excellence, and engagement across the team.
• Foster a collaborative, accountable, and growth-oriented environment where associates understand expectations and feel supported in their development.
• Provide clear and concise updates on operational performance and risk, seller behavior patterns, emerging issues, and process challenges to leadership and cross-functional partners.
• Support compliance, audit, and quality teams by closing feedback loops and ensuring operational alignment with standards.
• Participate in evaluating and optimizing operational workflows, tools, and methodologies.
• Stay informed about leading practices in seller performance and risk management, customer service operations, risk techniques (where relevant), and operational scaling to support incremental improvements and technology adoption.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 11-50 employees