Senior Manager, Operations

Walmart • Bentonville, AR

23h • Onsite

About The Position

The Sr. Manager, Omni Returns Customer Trust is responsible for shaping and scaling how trust is operationalized across the Omni returns experience. This role sits at the intersection of customer experience, risk mitigation, and policy strategy, driving initiatives that protect the business while preserving a seamless experience for the vast majority of customers. This associate will partner cross-functionally to design and implement intelligent, data-driven approaches to returns, leveraging advanced decisioning capabilities to differentiate experiences based on customer behavior and risk signals. The role requires balancing customer trust, operational efficiency, and financial outcomes within a highly dynamic and evolving environment. Our team leads the omni returns customer experience, focusing on reducing friction for customers and associates while managing risk. Operating at the intersection of customer experience, operations, and risk, we design and execute return processes across multiple channels. We collaborate with eCommerce, Marketplace, Last Mile Delivery, Asset Protection, and Customer Care to deliver consistent, scalable solutions. The team balances strategic planning and execution to ensure a seamless experience for customers while maintaining disciplined cost control and trust management. This role supports cross-functional leadership to drive business efficiency and customer satisfaction.

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.
• Experience in eCommerce, omnichannel retail, operations, product, or related domains
• Strong analytical skills with the ability to translate data into actionable strategies
• Proven ability to lead complex, cross-functional initiatives at scale in ambiguous environments
• Working knowledge of AI/ML-driven decisioning (e.g., rules engines, risk scoring, segmentation) and ability to partner with technical teams
• Demonstrated judgment in balancing customer experience, cost, and risk trade-offs
• Strong communication and stakeholder management skills with the ability to influence across levels

Nice To Haves

• exposure to returns, customer experience, or risk/fraud preferred
• Leadership of cross-functional task forces or projects
• Masters, Masters: Operations Management
• Project Management - Project Management Professional - Certification

Responsibilities

• Lead customer trust strategy for omni-channel returns, balancing seamless experiences with effective risk mitigation
• Partner with fraud, product, engineering, and operations to implement data-driven decisioning frameworks
• Define and evolve tools and operations that tailors returns experiences based on customer behavior and trust signals
• Establish policies, guardrails, and exceptions to drive consistency and clarity across eCommerce and stores
• Leverage data and experimentation to improve performance, customer satisfaction, and cost outcomes
• Lead complex, cross-functional initiatives end-to-end in ambiguous environments
• Influence roadmaps through strong partnerships across business, product, and technical teams
• Champion integrity, ethics, and continuous improvement

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior