(USA) Senior Manager, Technology Operations
About The Position
As the Sr. Manager, Experience, you will define and deliver best-in-class cross-border customer and seller experiences by working backwards from their needs. You will identify and address friction points across the end-to-end journey—from discovery and checkout to delivery, returns, customer care, fraud prevention, and seller enablement—to improve conversion, trust, satisfaction, and retention. Partnering across Product, Engineering, Operations, and Business teams, you will lead strategic initiatives that simplify complex experiences, improve transparency, and scale consistent cross-border capabilities. This role requires strong customer obsession, analytical thinking, and experience designing seamless eCommerce experiences across international markets. The Walmart US eCommerce Cross-Border team drives the development and scaling of technology and operational capabilities supporting international commerce. This team excels in program and financial management, stakeholder engagement, and aligning technology initiatives with strategic goals. Collaborating across functions, members monitor progress, mitigate risks, and enhance operational efficiency. Focused on clear communication, problem-solving, and data-driven decisions, the team advances scalable technology operations that consistently improve customer experiences and business outcomes, contributing to Walmart’s commitment to delivering value and operational excellence.
Requirements
- Strong experience leading customer and seller experience initiatives in eCommerce, marketplace, or international business environments.
- Proven ability to partner with Product, Engineering, Analytics, Customer Care, Trust & Safety, and Operations to deliver complex, cross-functional technology programs.
- Deep understanding of customer behavior, seller journeys, and the operational drivers of trust, satisfaction, adoption, and retention.
- Experience leveraging customer feedback, operational metrics, and data to identify friction points, prioritize improvements, and measure business impact.
- Excellent stakeholder management, communication, and leadership skills with a track record of influencing decisions and driving scalable customer and seller experience improvements across multiple markets.
- 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.
- OR 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 joining us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.
Responsibilities
- Lead planning and execution of large-scale initiatives focused on customer and seller experience, aligned with business objectives and international expansion.
- Partner with Product, Engineering, Analytics, Customer Care, Trust & Safety, and Operations to deliver scalable experience solutions.
- Own end-to-end customer and seller experience across cross-border journeys, including customer care, fraud, escalations, and seller support.
- Use data and customer insights to identify friction points, prioritize improvements, and measure experience health.
- Drive cross-functional resolution of operational issues and ensure experience capabilities are scalable, compliant, and launch-ready across new markets.
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
- PPTO that can be used for vacation, sick leave, holidays, or other purposes
- Live Better U (Walmart-paid education benefit program for full-time and part-time associates)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
