(USA) Senior Manager, Technology Operations – eCommerce Cross Border - Customer & Seller Experience

Walmart•Bentonville, AR

22h•Onsite

About The Position

As the Senior Manager, Technology Operations, you will lead the strategic planning and execution of large-scale technology programs, ensuring alignment with business objectives and long-term operational priorities. This role demands deep expertise in program and financial management, multi‑year planning, risk mitigation, and executive-level stakeholder engagement to drive successful delivery across complex, interdependent initiatives. You will influence technology and experience strategies, optimize resource allocation, and foster strong collaboration across business and technology teams. You will work backwards from customer, and seller needs to define and deliver best-in-class cross-border experiences, with a strong focus on usability, trust, and reliability as we scale across markets. You will identify and address key friction points across the end-to-end journey from discovery, checkout, and delivery to returns, customer care, fraud prevention, seller enablement and support with a focus on driving higher conversion, satisfaction, and retention. By combining a deep understanding of customer behavior, seller workflows, and operational constraints, you will lead initiatives that simplify complexity, improve transparency, and build trust at scale. This role requires strong domain expertise in cross-border eCommerce experiences with a bias toward delivering seamless and consistent experiences across geographies. About the team The Walmart US eCommerce cross-border team delivers innovative, scalable solutions that enable Marketplace sellers to grow internationally while providing customers with trusted, reliable shopping experiences. The team partners closely with Product, Engineering, and PMO to support both existing markets and new country expansions. With strengths in long-range planning, program execution, and cross-functional alignment, the team focuses on evolving customer and seller experience capabilities at scale. Through clear communication, data-driven decisions, and proactive risk management, the team supports Walmart’s mission by delivering technology operations that improve customer trust, seller success, and business outcomes globally.

Requirements

Strong expertise in customer and seller experience operations, preferably within cross-border or international eCommerce environments.
Experience leading highly strategic, multi‑year initiatives with complex dependencies across business and technology teams.
Proven ability to partner effectively with Product, Engineering, and PMO teams to deliver customer-facing and seller-facing technology programs.
Deep understanding of customer behavior, seller pain points, and the operational ecosystems that support trust, safety, and satisfaction.
Experience working with customer care, fraud, trust & safety, or escalation teams to reduce defects and improve experience quality at scale.
Proficiency in leveraging data and experience metrics to inform prioritization, investment decisions, and long-term strategy.
Strong executive communication, problem-solving, and leadership skills with a track record of driving meaningful, measurable business impact.
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 in project management, program management, program operations, or related area.
7 years’ experience in project management, program management, program operations, or related area.
2 years’ supervisory experience.

Nice To Haves

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.
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.
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

Lead multi‑year strategic planning, budgeting, and execution of large-scale technology programs focused on customer and seller experience across different geographies and markets.
Define program vision, scope, and success metrics, and drive delivery across cross-functional teams including Product, Engineering, PMO, Analytics, Customer Care, Trust & Safety, and Operations.
Own the end-to-end customer and seller experience operating model, including customer care, fraud signals, escalations, seller help, and experience-related tooling and workflows.
Partner closely with Product and Engineering to translate customer behavior insights and seller feedback into prioritized roadmaps and scalable solutions.
Monitor experience health using key metrics (e.g., contact rate, CSAT, resolution time, escalation defects, seller satisfaction) and drive continuous improvement through data-driven insights.
Identify and mitigate risks impacting customer trust and seller confidence, including fraud, abuse, and experience breakdowns across markets.
Work backwards from customer and seller journeys to identify gaps, reduce friction, and implement durable, globally scalable experience solutions.
Drive readiness and execution for new country launches, ensuring customer and seller experience capabilities are operationally ready, compliant, and scalable from day one.
Lead and develop a high-performing team, providing strategic direction, coaching, and oversight to drive execution of complex customer and seller experience initiatives.

Benefits

Medical coverage
Vision coverage
Dental coverage
401(k)
Stock purchase
Company-paid life insurance
PTO (including sick leave)
Parental leave
Family care leave
Bereavement leave
Jury duty leave
Voting leave
Short-term disability
Long-term disability
Company discounts
Military Leave Pay
Adoption expense reimbursement
Surrogacy expense reimbursement
PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes
Live Better U education benefit program (for full-time and part-time associates)