(USA) Senior Manager, Program Management, BPO Operations - Seller Support

Walmart•Bellevue, WA

2d•$80,000 - $186,000

About The Position

This is a high-visibility leadership role within Walmart Marketplace, a fast-growing organization that offers end-to-end ownership of Seller Support service delivery through global BPO partnerships. The role is critical to enabling Marketplace growth at scale by ensuring sellers receive high-quality, efficient, and continuously improving support as the business expands. For a senior BPO leader, this role provides the opportunity to build, scale, and govern world-class operations, influence outcomes across regions and partners, and develop both internal and external teams in a complex, high-growth environment. This role leads through a layered operating model, setting strategy, governance, and performance expectations while BPO Managers oversee day-to-day service delivery. What you'll do... What You’ll Do Global BPO Service Delivery Leadership Provide strategic leadership for global Seller Support BPO operations, overseeing multiple outsourcing partners through a team of BPO Managers to deliver consistent, high-quality support at scale. Own the service delivery charter, ensuring partners meet or exceed quality, efficiency, SLA, and seller experience metrics aligned to Marketplace growth objectives. Design and mature governance frameworks covering performance management, risk, compliance, escalation, and continuous improvement. Ensure contractual obligations are met, including SLAs, KPIs, commercial terms, staffing models, and compliance requirements. Partner closely with Legal, Procurement, and Finance to manage contract adherence, renewals, amendments, and issue resolution. Lead the end-to-end BPO partner lifecycle, including sourcing strategy, partner selection, due diligence, onboarding, and launch. Continuously assess partner capabilities and capacity to support short- and long-term Marketplace needs. Ensure BPO partners have the necessary support, inputs, and alignment from internal teams (Product, Seller Experience, Operations, Training, Knowledge Management, Tech, and Program Management) to operate successfully. Leverage data and insights to identify performance gaps, improve productivity, and optimize cost-to-serve without compromising seller experience. Champion scalable, standardized approaches while enabling flexibility to meet regional and seller-specific needs. Influence and develop BPO Managers and internal teams, fostering a culture of accountability, learning, and continuous improvement. Build internal capability by coaching team members and raising the bar on operational rigor and execution. A Day in the Life While no two days are the same, this role typically includes: Reviewing global trends and escalations to assess seller experience, quality, productivity, and SLA performance. Leading governance forums or business reviews with BPO partners to address performance, contractual commitments, and upcoming growth needs. Partnering with internal teams to ensure support readiness for new seller features, policy changes, or volume ramps. Coaching BPO Managers and internal teams to strengthen execution and operational maturity. Driving launch milestones for new BPO partners or programs, validating training, staffing, and go-live readiness. Deep-diving on performance or quality issues and aligning corrective actions across partners and internal stakeholders. What Success Looks Like Sellers receive consistent, high-quality support that enables them to grow and succeed on Walmart Marketplace. BPO partners operate as true extensions of Walmart, meeting contractual and performance expectations. Seller Support scales efficiently alongside Marketplace growth, with strong quality, productivity, and cost outcomes. Governance is proactive and data-driven, preventing issues before they impact sellers. The organization is positioned for sustained growth and scale, supported by strong partnerships and mature operations.

Requirements

Bachelor’s degree in Business, Operations, Supply Chain, or related field (or equivalent experience).
8+ years of experience in BPO, contact center, or large-scale customer/seller support operations.
3+ years of experience owning vendor/BPO relationships, including SLA management, scorecards, and corrective action plans.
Demonstrated experience managing multi-region and/or multi-vendor operations, including launches and scale-ups.
Strong analytical skills with the ability to interpret operational data and drive data-informed decisions.
Proven ability to influence cross-functional partners and senior stakeholders.
Excellent communication, execution, and program management skills.
2 years’ experience leading cross-functional teams.
3 years’ experience using intermediate functionality of Microsoft Office.
Bachelor's degree in Business, Human Resources, or related field and 4 years’ experience in project management, compliance, operations management, or related area OR 6 years’ experience in project management, compliance, operations management, or related area.

Nice To Haves

Master’s degree (MBA) or equivalent advanced leadership experience.
Experience working with global BPO partners, including offshore and nearshore delivery models.
Proven ownership of the full BPO partner lifecycle (sourcing, RFP/RFI, selection, onboarding, launch, and steady-state).
Track record of delivering measurable improvements in quality, productivity, cost-to-serve, or seller/customer experience at scale.
Familiarity with operational excellence methodologies (Lean, Six Sigma, PMP).
Experience with workforce management, quality assurance frameworks, and knowledge management systems.
Background in e-commerce, marketplaces, or large-scale retail/technology environments.
Managing a budget, profit and loss statement, or relate financial process
Master’s degree in Business Administration or related field like (not limited to) project management, compliance, operations management, or related area
Project Management Certification

Responsibilities

Provide strategic leadership for global Seller Support BPO operations, overseeing multiple outsourcing partners through a team of BPO Managers to deliver consistent, high-quality support at scale.
Own the service delivery charter, ensuring partners meet or exceed quality, efficiency, SLA, and seller experience metrics aligned to Marketplace growth objectives.
Design and mature governance frameworks covering performance management, risk, compliance, escalation, and continuous improvement.
Ensure contractual obligations are met, including SLAs, KPIs, commercial terms, staffing models, and compliance requirements.
Partner closely with Legal, Procurement, and Finance to manage contract adherence, renewals, amendments, and issue resolution.
Lead the end-to-end BPO partner lifecycle, including sourcing strategy, partner selection, due diligence, onboarding, and launch.
Continuously assess partner capabilities and capacity to support short- and long-term Marketplace needs.
Ensure BPO partners have the necessary support, inputs, and alignment from internal teams (Product, Seller Experience, Operations, Training, Knowledge Management, Tech, and Program Management) to operate successfully.
Leverage data and insights to identify performance gaps, improve productivity, and optimize cost-to-serve without compromising seller experience.
Champion scalable, standardized approaches while enabling flexibility to meet regional and seller-specific needs.
Influence and develop BPO Managers and internal teams, fostering a culture of accountability, learning, and continuous improvement.
Build internal capability by coaching team members and raising the bar on operational rigor and execution.
Reviewing global trends and escalations to assess seller experience, quality, productivity, and SLA performance.
Leading governance forums or business reviews with BPO partners to address performance, contractual commitments, and upcoming growth needs.
Partnering with internal teams to ensure support readiness for new seller features, policy changes, or volume ramps.
Coaching BPO Managers and internal teams to strengthen execution and operational maturity.
Driving launch milestones for new BPO partners or programs, validating training, staffing, and go-live readiness.
Deep-diving on performance or quality issues and aligning corrective actions across partners and internal stakeholders.

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.
The amount you receive depends on your job classification and length of employment.
It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices.
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.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.
Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.