Director, Product Management, Omni Returns

Position Summary...

What you'll do...

About Omni Returns

Omni Returns is Walmart’s strategic initiative to transform the post-purchase experience for customers across digital and physical channels. Returns are no longer a backend operational cost — they are a front-line opportunity to build trust, reduce friction, and drive sustainable value. From minimizing returns before they happen to creating seamless, intelligent, and customer-friendly return journeys, Omni Returns plays a pivotal role in shaping the modern Walmart experience.

With millions of returns processed annually, this product domain is at the heart of Walmart’s promise to deliver value, convenience, and service at scale.

About the Role

We are looking for a Director of Product to lead the end-to-end returns experience and return prevention strategy across Walmart’s omnichannel ecosystem. This is a high-impact, highly cross-functional role, ideal for a product leader who thrives at the intersection of customer experience, operational complexity, machine learning, and retail systems.

You will drive a multi-pronged product strategy that:

Prevents Returns Proactively – by improving product detail accuracy, sizing information, and expectation-setting at the point of sale.

Reimagines the Returns Journey – by designing customer-centric, omni-capable flows that make returning items intuitive, fast, and empathetic.

Optimizes Return Decisions – through intelligent automation, data-driven rules, and scalable fraud prevention.

Key Responsibilities

Define & Execute Product Vision

• Craft a long-term product strategy to reduce return rates, improve customer satisfaction, and increase cost efficiency.
• Champion preventative UX and content innovation, return policy evolution, and store tooling enhancements.

Lead the Product Roadmap

• Prioritize and deliver a balanced roadmap across digital and in-store returns, decision science models, and merchant-facing tools.
• Set and manage to clear OKRs that reflect both customer experience and operational savings.

Cross-Functional Leadership

• Partner deeply with engineering, data science, store operations, supply chain, merchants, and CX teams.
• Influence through trust and clarity — driving alignment across diverse stakeholder groups.

Drive Data-Backed Decision Making

• Champion experimentation, instrumentation, and metrics including:
  • Return rate by product/category
  • Customer effort score (CES)
  • Cost-to-serve per return
  • Refund time-to-resolution
  • Model precision/recall for decisioning

Elevate Product Practice & Team

• Hire, coach, and develop a world-class product team passionate about solving real-world customer and business problems.
• Foster a culture of customer empathy, rapid iteration, and continuous improvement.

Preferred Qualifications

Must-Haves

• 8+ years of product management experience, with 3+ in a leadership capacity.
• Deep knowledge of retail operations, eCommerce, and the economics of returns.
• Demonstrated customer obsession, especially in designing frictionless, empathetic experiences.
• Fluency with data science concepts, including predictive modeling and real-time decision engines.
• Proven ability to reduce operational friction through upstream interventions (e.g., PDP content, sizing guidance).
• Strong cross-functional influence and stakeholder management in a matrixed environment.
• Sharp executional rigor with structured prioritization, strong communication, and a bias for outcomes.

Nice-to-Haves

• Exp