(USA) Manager, Marketplace Strategic Initiatives – Resold (Customer Experience)

Position Summary...

What you'll do...

What you'll do…  The Manager, Strategic Initiatives will drive the customer-facing strategy, insights, and experience improvements for the Resold at Walmart program - one of the most innovative and rapidly growing focus areas within Walmart Marketplace. As part of the Central Strategic Initiatives team, you will shape cross-category customer programs and experience frameworks that elevate how customers discover, shop, evaluate, and trust Resold inventory across the marketplace.  This role owns and optimizes critical customer-facing levers including ratings & reviews, site experience and merchandising inputs, SEO and discoverability, customer feedback and surveys, GTM planning, event strategy, fraud & risk mitigation, and promotional programs. You’ll collaborate closely with Product, Site, Analytics, Trust & Safety, Marketing, Seller Performance, and leadership teams to drive scalable, customer-centric improvements across all categories participating in the Resold program.  If you are customer-obsessed, energized by building new capabilities, and eager to influence strategy - this role is for you.    Main Roles & Responsibilities  Customer Experience Strategy  

• Lead the development and execution of customer experience strategies supporting the Resold program across all categories. 

• Identify friction points and white-space opportunities impacting customer trust, conversion, and satisfaction. 

Experience Insights, Feedback & Optimization 

• Own customer feedback mechanisms including surveys, sentiment, and R&R insights to surface critical experience gaps. 

• Translate insights into actionable recommendations; partner cross-functionally to prioritize and implement improvements. 

SEO, Discoverability & Site Experience 

• Partner with Site, Product, and Merchandising to enhance search relevance, browse quality, SEO, and discoverability for Resold listings. 

• Improve content quality, taxonomy alignment, and SKU presentation to drive customer confidence and engagement. 

GTM, Events & Customer Communications 

• Develop go-to-market plans and customer-facing narratives for new features, events, and Resold experience updates. 

• Work with Marketing and Comms to drive awareness, participation, and improved customer engagement. 

Fraud, Risk & Trust Enablement 

• Partner with Trust & Safety, Fraud, and Compliance to identify emerging risks and implement processes that protect customers and maintain program integrity. 

Cross-Functional Leadership & Stakeholder Alignment 

• Act as the connective tissue across Product, Analytics, Operations, Seller teams, and Marketplace leadership to ensure customer considerations are embedded in all Resold initiatives. 

• Manage progress, track KPIs, prepare communications, and ensure alignment across Strategic Initiatives and partner teams. 

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