Manager, Operations
at Walmart Tech
Location
Bentonville, AR
Compensation
$70k–$130k USD
Type
full time
Posted
2 days ago
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Job description
Position Summary...
What you'll do...
The Manager, Operations – BPO leads day-to-day service delivery across outsourced partner networks supporting Marketplace Seller Support. This role is responsible for ensuring operational performance, service quality, and adherence to service-level agreements across BPO vendors. The Manager drives execution through performance management, issue resolution, and continuous improvement, while maintaining strong vendor relationships and ensuring alignment with business objectives. Through data-driven decision-making, coaching, and operational rigor, this role ensures consistent, high-quality support experiences and operational stability across global partner sites. This role is based in Bentonville, AR and reports to the Sr. Manager, BPO Operations. What you bring…- Experience managing BPO/vendor operations, preferably in customer support or seller support environments.
- Strong understanding of contact center operations and performance metrics (e.g., SLA, CSAT, AHT, quality, productivity).
- Proven ability to analyze data, identify root causes, and implement solutions to improve operational performance.
- Experience managing vendor performance and driving accountability through structured governance.
- Strong problem-solving and decision-making skills in fast-paced, operational environments.
- Effective communication and stakeholder management skills, with the ability to collaborate across teams.
- Experience leading teams or influencing vendor leadership to drive performance and development.
- Ability to manage multiple priorities while maintaining focus on execution and results.
- Bachelor’s degree in Business, Operations, Communications, or related field and 2 years of experience in operations, contact center, or related area OR
- 4 years of experience in operations, contact center, or related area.
- Experience in BPO/vendor management within customer or seller support environments
- Experience in Marketplace or eCommerce operations
- Experience supervising associates or leading cross-functional teams
- Project management experience or certification
- Overseeing daily BPO operations across vendor sites to ensure consistent performance against SLAs, KPIs, and quality standards.
- Monitoring and manage vendor performance through regular reviews, scorecards, and operational reporting; drive corrective actions as needed.
- Analyzing performance data and trends to identify root causes of issues and implement solutions to improve service delivery.
- Partnering with WFM, Training, and Program teams to ensure operational alignment and readiness.
- Leading and supporting process improvement initiatives to enhance efficiency, quality, and seller experience.
- Managing escalations from sellers, internal stakeholders, and BPO partners ensuring timely resolution of critical issues.
- Ensuring adherence to company policies, compliance standards, and operational procedures across vendor teams.
- Driving accountability with BPO partners through structured governance, communication, and performance management practices.
- Supporting capacity planning and staffing alignment in partnership with vendors to meet business demand.
- Coaching and influencing vendor leadership teams to improve performance, strengthen execution, and build operational capability.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $70,000.00 - $130,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
- Stock
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Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications: Bachelor’s degree in Business Administration, Engineering, Operations , or related field and 2 years’ experience in operations, project management, or related area OR 4 years’ experience in operations, project management, or related area.Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Supervising AssociatesMasters: EconomicsProject Management - Project Management Professional - Certification