Senior Manager, Operations - Integration

Walmart•Bentonville, AR

2d•$90,000 - $180,000•Onsite

About The Position

The Senior Manager, Operations – Integration is a strategic leadership role within Walmart Marketplace responsible for defining and executing the operating model that enables scalable, high-performing Seller Support operations through a global network of Business Process Outsource (BPO) partners. This leader drives operational strategy, partner governance, performance management, and continuous improvement initiatives that support Marketplace growth while enhancing seller experience, operational efficiency, and business outcomes. Working cross-functionally with Business, Product, Engineering, Risk, Compliance, Finance, Operations leaders and vendors, this role translates business priorities into scalable operational capabilities, ensuring support organizations are equipped to meet evolving business demands. The Senior Manager is accountable for developing governance frameworks, optimizing vendor performance, driving transformation initiatives, and identifying opportunities to improve quality, productivity, and cost efficiency across the Seller Support ecosystem. This position requires a leader who can influence across organizations, leverage data to drive strategic decisions, and build strong partnerships internally and externally to deliver sustainable operational excellence at scale.

Requirements

Bachelor’s degree in Business, Operations, Supply Chain, or a related field, or equivalent professional experience.
8+ years of experience in BPO management, contact center operations, or large-scale customer/seller support environments.
3+ years of experience managing vendor and BPO relationships, including SLA governance, performance scorecards, and corrective action planning.
Demonstrated success leading multi-region and/or multi-vendor operations and/or projects.
Strong analytical and problem-solving skills with the ability to drive data-informed decisions.
Proven ability to influence senior leaders and cross-functional stakeholders.
Excellent communication, execution, stakeholder management, and program management skills.
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

Master’s degree (MBA) or equivalent advanced leadership experience.
Experience managing global BPO partnerships, including offshore and nearshore delivery models.
Proven ownership of the full BPO lifecycle, including sourcing, RFP/RFI management, vendor selection, onboarding, launch, and steady-state operations.
Track record of delivering measurable improvements in quality, productivity, cost-to-serve, and customer or seller experience.
Experience with operational excellence methodologies such as Lean, Six Sigma, or PMP.
Knowledge of workforce management, quality assurance, and knowledge management frameworks.
Experience within eCommerce, marketplace, retail, or technology-driven organizations.
Leadership of cross-functional task forces or projects
Masters, Masters: Operations Management
Project Management - Project Management Professional - Certification

Responsibilities

Lead the execution of complex projects, programs, and operational initiatives that support Seller Support growth and scalability across the BPO network.
Develop, maintain, and govern project plans, timelines, budgets, milestones, and performance metrics.
Identify risks, resolve escalations, and implement contingency plans to ensure successful delivery of business objectives.
Monitor project performance and adjust strategies as needed to achieve desired outcomes.
Analyze operational data, business trends, and performance metrics to generate actionable insights.
Translate analytical findings into recommendations that support strategic business objectives.
Partner with cross-functional teams to develop data-driven processes, tools, and operational strategies.
Identify opportunities to improve efficiency, quality, and customer experience through operational insights.
Lead the implementation of business solutions by collaborating with key stakeholders across Business, Operations, Product, Engineering, Risk, Compliance, Legal and vendor teams.
Drive continuous improvement initiatives that enhance operational effectiveness and reduce costs.
Develop and implement scorecards, reporting frameworks, and governance mechanisms to monitor performance.
Serve as a subject matter expert for Seller Support operations and operational integration initiatives.
Identify and scale best practices across teams, vendors, and regions.
Drive initiatives that reduce operational expenses, mitigate risk, and improve resource allocation.
Utilize analytical methodologies to identify improvement opportunities and measure business impact.
Prioritize initiatives based on business value, operational needs, and strategic objectives.
Ensure data integrity and accuracy across operational reporting and decision-making processes.
Lead the development and enhancement of operational tools, reporting solutions, and customer-facing functionality.
Define business and operational requirements and provide subject matter expertise for complex, cross-functional initiatives.
Partner with Product and Engineering teams to deliver scalable solutions that improve operational performance.
Champion innovation and automation opportunities that improve efficiency and support business growth.
Build and sustain a culture of inclusion, belonging, and respect.
Develop organizational talent through coaching, mentoring, feedback, and growth opportunities.
Empower associates to make decisions in the best interest of customers and the business.
Foster strong partnerships through collaboration, trust, and open communication.
Demonstrate the highest standards of ethics, compliance, and accountability.
Lead by example and reinforce Walmart’s values and culture.
Create an environment where associates feel comfortable raising concerns and sharing ideas.
Support Walmart’s commitment to sustainability, community impact, and responsible business practices.
Deliver strong business results while maintaining a customer-first mindset.
Apply data, insights, and operational expertise to improve seller and customer experiences.
Drive value through operational efficiency and an Everyday Low Cost mindset.
Continuously raise performance standards and seek opportunities for improvement.
Encourage innovation, learning, and thoughtful risk-taking.
Promote adoption of new technologies, digital tools, and modern ways of working.
Demonstrate resilience, adaptability, and a growth mindset in a dynamic environment.

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
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.