Senior Director, Operations - BPO

Position Summary...

Location: Bentonville, AR

Sr. Director, Operations- Business Process Outsourcing

The Walmart Marketplace team is one of the fastest growing and most strategic areas within Walmart’s global business portfolio. Our mission is to empower third-party sellers and deliver cutting-edge eCommerce solutions, leveraging the scale, reach, and innovative spirit of Walmart. By joining our team, you will be at the forefront of transforming seller experiences, driving strategic change, and developing the operational foundations that power millions of daily transactions. The environment is fast paced, highly collaborative, and offers the opportunity to make an outsized impact on Walmart’s future.

What you'll do...

As the Sr. Director Operations-BPO, you will be the key architect and executive leader driving the end-to-end strategy, governance, and execution of third-party contact center partnerships supporting Walmart Marketplace. You will influence and drive critical business initiatives, owning all aspects of BPO partner lifecycle management, including selection, negotiations, strategic program delivery, contract governance, and global performance optimization. In this highly visible and impactful role, you will serve as the primary executive liaison between Walmart and its worldwide BPO network, working cross-functionally with Walmart’s senior business, technology, product, finance, and compliance leadership. Key Responsibilities BPO Strategy, Leadership & Governance

• Set the vision and develop the long-term BPO operating model to scale Walmart Marketplace support globally, ensuring alignment with organizational priorities and seller experience mandates.
• Lead the executive selection, negotiation, and contracting of BPO partners worldwide, establishing rigorous standards for partnership and driving continuous improvement initiatives.
• Oversee the governance, risk management, and compliance of all external partnerships, ensuring contractual, regulatory, and ethical standards are consistently met.

Executive Performance Management & Operational Excellence

• Establish and oversee enterprise-wide KPIs, SLAs, and analytics frameworks; leverage deep data insights to define new targets, identify emerging risks, and drive transformative improvements in seller support quality, efficiency, and cost-effectiveness.
• Lead quarterly business reviews and regular executive briefings with both Walmart and partner C-suite leaders, ensuring transparency, accountability, and rapid resolution of escalation issues.
• Drive global implementation of best-in-class technologies, automation strategies, and operational innovations that redefine support delivery and elevate the Marketplace seller journey.

Cross-Functional Influence & Business Partnership

• Partner with Product, Technology, Operations, Compliance, and Finance leaders to co-create and deploy Marketplace support strategies, ensuring seamless alignment between internal initiatives and partner capabilities.
• Champion the development and adoption of next-generation site selection methodologies, resource optimization models, and innovation pilots that unlock new value for sellers and customers.
• Serve as Walmart’s thought leader and subject matter expert in BPO operations, representing the company in industry forums and steering critical projects affecting Walmart’s brand and customer trust.

P&L Management, Financial Optimization & Growth

• Own budget planning and management for global BPO operations, driving resource allocation strategies that balance cost, experience, and scalability.
• Identify and deliver significant cost reduction initiatives, unlock operational synergies, and enable rapid business growth through strategic sourcing, automation, and process reengineering.

Senior Leadership Development & Organizational Excellence

• Inspire, develop, and manage a team of high-performing leaders and managers across global BPO operations.
• Build a culture rooted in accountability, diversity, collaboration, innovation, and continuous improvement.
• Mentor emerging Walmart talent, supporting organizational capability building, succession planning, and career advancement opportunities.

What You’ll Bring

• Progressive experience in large-scale BPO or contact center operations, with experience in a senior/executive leade