Senior Manager, Operations - Associate Experience

Walmart•Bentonville, AR

3d•Onsite

About The Position

The Senior Manager, Associate Experience leads the strategy and execution of communications, engagement, and associate experience initiatives across Marketplace Seller Support and Risk Operations (MSSPR). The role shapes executive and organizational narratives, strengthens associate connection and engagement, and establishes an ongoing listening strategy that converts feedback into measurable improvements. As a trusted advisor to senior leadership, the Senior Manager owns executive communications, organizational announcements, All-Hands, newsletters, recognition, and engagement programs. The role also builds capabilities in associate listening, experience measurement, and continuous improvement. It is a hands-on leadership position requiring strong writing, editorial judgment, strategic thinking, and execution, with the goal of creating a globally scalable, insight-driven associate experience function. The position establishes communications and engagement strategies, designs listening and feedback programs, assesses the associate journey, supports change adoption, and works with cross-functional and regional leaders to improve the associate experience. It also sets KPIs, develops reporting, oversees operational workflows, and uses technology, AI, and automation to improve communications production, listening analysis, and reporting.

Requirements

Bachelor’s degree in Business Administration, Engineering, Operations, or a related field and 3 years of experience in operations, project management, or a related area; or 5 years of experience in operations, project management, or a related area.
1 year of supervisory experience.
Demonstrated experience leading internal or executive communications, associate engagement, employee experience, or related functions in a complex organization.
Exceptional writing, editing, storytelling, and executive communications skills, including the ability to translate complex information into concise, compelling, human-centered messages.
Proven ability to advise senior executives, shape organizational narratives, challenge assumptions, and exercise sound judgment in sensitive communications.
Experience personally managing communications programs and channels, including executive messaging, newsletters, town halls, organizational announcements, and engagement initiatives.
Experience designing or managing associate listening programs, pulse surveys, feedback mechanisms, and engagement measurement.
Strong analytical skills and ability to turn qualitative and quantitative insights into actionable recommendations and measurable improvements.
Experience leading cross-functional initiatives and influencing outcomes without direct authority.
Strong understanding of change communications, organizational adoption, and employee experience improvement.
Ability to balance strategic planning with hands-on execution, manage competing priorities, and deliver high-quality work in a fast-paced environment.
Fluency with modern communications platforms, survey tools, analytics, AI, and automation.
Strong business acumen, relationship-building skills, discretion, and executive presence.

Nice To Haves

Experience supporting global, distributed, frontline, or BPO populations.
Leadership of cross-functional task forces or projects.
Master’s degree in Operations Management.
Project Management Professional (PMP) certification.

Responsibilities

Lead executive and organizational communications across MSSPR, connecting business strategy, priorities, and performance to the associate experience.
Advise senior leaders on communications strategy, messaging, timing, and delivery.
Develop, write, edit, and deliver executive messages, organizational announcements, business updates, and other high-impact communications.
Establish editorial standards, approval protocols, and communications governance.
Translate complex business, organizational, and operational changes into accessible, actionable communications.
Own the strategy, planning, production, and execution of MSSPR All-Hands, newsletters, recognition programs, and associate engagement initiatives.
Build programs that strengthen connection, belonging, recognition, and understanding of organizational priorities.
Develop a coordinated editorial and engagement calendar and assess program effectiveness.
Design and lead an ongoing associate listening strategy, including pulse surveys, always-on feedback channels, and targeted listening sessions.
Establish representative listening approaches across Seller Support, Risk Operations, countries, and BPO partners while minimizing survey fatigue.
Analyze associate feedback, sentiment, and experience data; identify trends and translate insights into actionable recommendations.
Partner with business leaders to prioritize and address experience gaps and establish closed-loop feedback practices.
Map and assess the end-to-end associate journey, identifying critical moments and friction points.
Partner with Operations, Product, Technology, HR, and Capability leaders to establish improvement plans, clarify ownership, and track execution.
Drive measurable improvements in targeted experience areas while maintaining accountability with implementing teams.
Develop and execute communications strategies for organizational transformation, technology launches, process changes, and evolving ways of working.
Partner with business and change leaders to assess audience impacts, anticipate resistance, reinforce understanding, and support adoption.
Measure communication effectiveness and change adoption, using feedback and behavioral insights to refine communications and support.
Establish a Bentonville-led hub-and-spoke associate experience model with consistent strategy, standards, and governance across Marketplace operations.
Partner with regional leaders to adapt communications, listening approaches, and engagement initiatives to local languages, cultures, and operational environments.
Ensure internal associates and BPO partners receive relevant communications, tailoring engagement and recognition programs to appropriate audiences.
Establish consistent experience measures across regions while accounting for local needs and differences.
Establish KPIs for associate engagement, communication effectiveness, change adoption, and experience improvement.
Develop dashboards and executive reporting that connect associate experience trends to business priorities and improvement actions.
Own end-to-end function execution, including planning, content development, production, stakeholder coordination, approvals, and delivery.
Establish scalable workflows, prioritization, and operating practices to improve speed, quality, consistency, and productivity.
Leverage technology, AI, and automation to streamline communications production, listening analysis, and reporting while maintaining accuracy and human judgment.