Senior Manager, Technology Operations Returns & Service Performance

Position Summary...

What you'll do...

The Senior Manager, Technology Operations Returns & Service Performance is responsible for leading end-to-end initiatives that enhance third-party seller performance, drive customer trust, and improve Marketplace outcomes such as customer satisfaction, retention, and conversion. This role shapes the vision, strategy, and execution of seller standards and programs that manage returns and service performance, spanning product incubation, cross-functional execution, and post-launch activation.

Reporting to the Director of Seller Standards, this leader partners deeply with Product, Engineering, Design, Risk, Data Science, and Customer Support and Seller Lifecycle teams to define seller-facing solutions that scale Marketplace operations and align seller incentives with customer experience goals. The ideal candidate brings strong product intuition, structured thinking, and operational rigor to develop high-impact solutions in a fast-paced and ambiguous environment.

Key Responsibilities
1. Seller Performance Strategy & Product Development

• Define problem statements and strategic frameworks to address critical seller performance and trust challenges.
• Lead development of business cases and outcome models to secure cross-functional sponsorship and investment.
• Define and evolve seller performance standards, metrics, and benchmarks across dimensions such as fulfillment, item quality, and customer issue resolution.
• Partner with Product, Engineering, and Design to define seller- and customer-facing experiences that support improved performance and trust.

2. End-to-End Initiative Leadership

• Translate strategic goals into cross-functional execution plans with clear milestones, ownership, and KPIs.
• Drive product development and delivery in partnership with technology teams; ensure business intent is reflected in end solutions.
• Own internal and external go-to-market planning, including communications, change management, and stakeholder readiness.
• Lead post-launch adoption efforts and partner with Analytics to monitor impact, drive iteration, and surface continuous improvements.

3. Cross-Functional Influence and Stakeholder Alignment

• Build strong partnerships across Risk, Legal, Seller Support, Category, and Analytics to deliver aligned solutions.
• Lead structured problem-solving in ambiguous contexts with differing stakeholder perspectives.
• Communicate strategic recommendations and performance insights to senior leadership.

4. Performance Monitoring and Continuous Improvement

• Establish and maintain scalable monitoring to assess seller outcomes and experience quality.
• Analyze performance data to surface trends, gaps, and opportunity areas.
• Partner with Analytics and Tech to enable data-driven experimentation and feedback loops.

5. Compliance, Ethics & Culture

• Promote and support Walmart policies, procedures, mission, values, and standards of ethics and integrity.
• Ensure compliance with applicable laws, policies, and internal controls; support the Open Door Policy.
• Model Walmart leadership behaviors and contribute to a culture of respect, integrity, and belonging.

Key Skills

• Seller Performance Management
• Marketplace Trust & Risk Awareness
• Program & Project Management
• Data-Driven Decision Making & Analytics
• Cross-Functional Stakeholder Leadership
• Financial & Operational Acumen
• Influential Communication
• Product Thinking & Customer-Centric Design
• Marketplace Incentive Design
• Change Leadership & Go-To-Market Strategy
• High Judgment & Trust Systems Awareness

Minimum Qualifications

• Bachelor’s degree in business, finance, information systems, technology, or a related field.
• 8–10+ years of experience in eCommerce, product strategy, marketplace operations, trust & safety, or related domains.
• Demonstrated experience leading cross-functional product or operational initiatives from problem definition through launch and measurement.
• Experience partnering with Product, Engineering, and Analytics teams to develop and deliver user-facing solutions.
• Strong strategic thinking, executive communication, and stakeholder leadership ski