Senior Manager, Operations - BPO

Position Summary...

What you'll do...

Role Summary This is a high-visibility leadership role within Walmart Marketplace, a fast-growing organization that offers end-to-end ownership of Seller Support service delivery through global BPO partnerships. The role is critical to enabling Marketplace growth at scale by ensuring sellers receive high-quality, efficient, and continuously improving support as the business expands. For a senior BPO leader, this role provides the opportunity to build, scale, and govern world-class operations, influence outcomes across regions and partners, and develop both internal and external teams in a complex, high-growth environment. This role leads through a layered operating model, setting strategy, governance, and performance expectations while BPO Managers oversee day-to-day service delivery. What You’ll Do Global BPO Service Delivery Leadership

• Provide strategic leadership for global Seller Support BPO operations, overseeing multiple outsourcing partners through a team of BPO Managers to deliver consistent, high-quality support at scale.
• Own the service delivery charter, ensuring partners meet or exceed quality, efficiency, SLA, and seller experience metrics aligned to Marketplace growth objectives.
• Design and mature governance frameworks covering performance management, risk, compliance, escalation, and continuous improvement.
• Ensure contractual obligations are met, including SLAs, KPIs, commercial terms, staffing models, and compliance requirements.
• Partner closely with Legal, Procurement, and Finance to manage contract adherence, renewals, amendments, and issue resolution.
• Lead the end-to-end BPO partner lifecycle, including sourcing strategy, partner selection, due diligence, onboarding, and launch.
• Continuously assess partner capabilities and capacity to support short- and long-term Marketplace needs.
• Ensure BPO partners have the necessary support, inputs, and alignment from internal teams (Product, Seller Experience, Operations, Training, Knowledge Management, Tech, and Program Management) to operate successfully.
• Leverage data and insights to identify performance gaps, improve productivity, and optimize cost-to-serve without compromising seller experience.
• Champion scalable, standardized approaches while enabling flexibility to meet regional and seller-specific needs.
• Influence and develop BPO Managers and internal teams, fostering a culture of accountability, learning, and continuous improvement.
• Build internal capability by coaching team members and raising the bar on operational rigor and execution.

A Day in the Life While no two days are the same, this role typically includes:

• Reviewing global trends and escalations to assess seller experience, quality, productivity, and SLA performance.
• Leading governance forums or business reviews with BPO partners to address performance, contractual commitments, and upcoming growth needs.
• Partnering with internal teams to ensure support readiness for new seller features, policy changes, or volume ramps.
• Coaching BPO Managers and internal teams to strengthen execution and operational maturity.
• Driving launch milestones for new BPO partners or programs, validating training, staffing, and go-live readiness.
• Deep-diving on performance or quality issues and aligning corrective actions across partners and internal stakeholders.

Basic Qualifications

• Bachelor’s degree in Business, Operations, Supply Chain, or related field (or equivalent experience).
• 8+ years of experience in BPO, contact center, or large-scale customer/seller support operations.
• 3+ years of experience owning vendor/BPO relationships, including SLA management, scorecards, and corrective action plans.
• Demonstrated experience managing multi-region and/or multi-vendor operations, including launches and scale-ups.
• Strong analytical skills with the ability to interpret operational data and drive data-informed decisions.
• Proven ability to influence cross-functional partners and senior stakeholders.
• Excellent communication, execution, and program management skills.

Preferred Qualifications

• Master’s degree (MBA) or equivalent advanced leadership experience.
• Experience working with global BPO partners, including offshore and nearshore delivery models.
• Proven ownership of t