Senior Manager, Technology Operations- Buyer Experience (W+)

Wal-Mart•Bentonville, AR

42d•$90,000 - $216,000

About The Position

Walmart Marketplace is seeking a Senior Manager, Buyer Experience - Seller Fulfilled business to lead strategic initiatives that improve how Walmart customers discover, evaluate, and convert on Seller Fulfilled items across the shopping funnel-from search and PDP to cart and checkout. This role is responsible for driving trust, clarity, and conversion across the buyer experience by enhancing the visibility and accuracy of delivery information and implementing trust-building signals for offers. The ideal candidate will combine strong program management, product management, technical operations, cross-functional collaboration, and customer-centric thinking to drive end-to-end improvements that help sellers grow and deliver on Walmart's customer promise. Team: Walmart Marketplace is a rapidly growing platform that enables third-party sellers to reach millions of Walmart customers. Within Marketplace, the Seller Fulfilled Solutions (SFS) team is responsible for enabling sellers to fulfill their own orders while meeting customer expectations around delivery speed, reliability, and trust. This role sits at the intersection of UX, Product, Fulfillment, and Search. You will partner with product managers, designers, engineers, data scientists, and business stakeholders to design, implement, and scale experiences that level the playing field for sellers and delight customers. More about Marketplace:â¯https://marketplace.walmart.com/ What you'll do: As a Senior Manager, Buyer Experience - SFS, you will: Own the end-to-end customer experience for Seller Fulfilled items across the buyer journey, including Search, PDP (Product Detail Page), Cart, and Checkout, focusing on clarity, trust, and conversion. Drive discoverability of SFS offers by influencing search ranking strategies, surfacing delivery promises in external channels, and collaborating with the Search and SEO teams to improve conversion. Enhance trust in Seller Fulfilled offers by working with Fulfillment, Product, and UX teams to pilot and launch delivery promise messaging and on-time delivery signals to reinforce seller reliability and trust. Collaborate cross-functionally with Product, UX, and Engineering, to align on roadmap execution and deliver cohesive and customer-centric improvements. Use customer insights and A/B testing frameworks to identify gaps in buyer perception and iterate on messaging, labeling, and product experiences that improve SFS conversion and satisfaction. Monitor and report on performance metrics, including click-through rates, conversion rates, and Net Promoter Score (NPS), while identifying areas of improvement. Champion the voice of the customer and the seller, ensuring that both perspectives are considered in product development and experience optimization. Lead high-impact initiatives that influence both customer satisfaction and seller growth, ultimately improving GMV contribution from SFS offers.

Requirements

Proven experience managing or influencing buyer experience experiments, ideally in a two-sided marketplace or digital commerce environment.
Strong strategic thinking and analytical skills with a customer-first mindset.
Experience working cross-functionally with product, design, analytics, and engineering teams.
Track record of using data, experimentation, and customer feedback to drive measurable improvements in conversion or customer trust.
Familiarity with SEO, SEM, and e-commerce marketing principles a plus.
Strong written and verbal communication skills, with the ability to influence and lead across all levels of the organization.
Experience in fulfillment, logistics, or operations preferred but not required.
Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business,information systems, project/program management, information technology, finance, management, or related area and 5 years' experience inproject management, program management, program operations, or related area.
Option 2: 7 years' experience in project management, program management, program operations, or related area.
2 years' supervisory experience.

Nice To Haves

Experience working with 3P marketplaces
Background in shipping/logistics, delivery promise optimization, or fulfillment CX.
Knowledge of Walmart's Marketplace ecosystem, including SFS, WFS, and Walmart+.
MBA or equivalent advanced degree is a plus.
Comfortable managing ambiguity and driving complex cross-functional programs from concept to execution.
Master's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 4 years' experience in project management, program management, program operations, or related area.
We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart's accessibility standards and guidelines for supporting an inclusive culture.

Responsibilities

Own the end-to-end customer experience for Seller Fulfilled items across the buyer journey, including Search, PDP (Product Detail Page), Cart, and Checkout, focusing on clarity, trust, and conversion.
Drive discoverability of SFS offers by influencing search ranking strategies, surfacing delivery promises in external channels, and collaborating with the Search and SEO teams to improve conversion.
Enhance trust in Seller Fulfilled offers by working with Fulfillment, Product, and UX teams to pilot and launch delivery promise messaging and on-time delivery signals to reinforce seller reliability and trust.
Collaborate cross-functionally with Product, UX, and Engineering, to align on roadmap execution and deliver cohesive and customer-centric improvements.
Use customer insights and A/B testing frameworks to identify gaps in buyer perception and iterate on messaging, labeling, and product experiences that improve SFS conversion and satisfaction.
Monitor and report on performance metrics, including click-through rates, conversion rates, and Net Promoter Score (NPS), while identifying areas of improvement.
Champion the voice of the customer and the seller, ensuring that both perspectives are considered in product development and experience optimization.
Lead high-impact initiatives that influence both customer satisfaction and seller growth, ultimately improving GMV contribution from SFS offers.

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.
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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume