(USA) Senior Manager, Technology Operations – eCommerce Cross Border Customer & Seller Experience

Position Summary...

What youll do...

As the Senior Manager Technology Operations you will lead the strategic planning and execution of large-scale technology programs ensuring alignment with business objectives and long-term operational priorities. This role demands deep expertise in program and financial management multiyear planning risk mitigation and executive-level stakeholder engagement to drive successful delivery across complex interdependent initiatives. You will influence technology and experience strategies optimize resource allocation and foster strong collaboration across business and technology teams. You will work backwards from customer and seller needs to define and deliver best-in-class cross-border experiences with a strong focus on usability trust and reliability as we scale across markets. You will identify and address key friction points across the end-to-end journey from discovery checkout and delivery to returns customer care fraud prevention seller enablement and support with a focus on driving higher conversion satisfaction and retention. By combining a deep understanding of customer behavior seller workflows and operational constraints you will lead initiatives that simplify complexity improve transparency and build trust at scale. This role requires strong domain expertise in cross-border eCommerce experiences with a bias toward delivering seamless and consistent experiences across geographies. About the team The Walmart US eCommerce cross-border team delivers innovative scalable solutions that enable Marketplace sellers to grow internationally while providing customers with trusted reliable shopping experiences. The team partners closely with Product Engineering and PMO to support both existing markets and new country expansions. With strengths in long-range planning program execution and cross-functional alignment the team focuses on evolving customer and seller experience capabilities at scale. Through clear communication data-driven decisions and proactive risk management the team supports Walmarts mission by delivering technology operations that improve customer trust seller success and business outcomes globally. What youll do

• Lead multiyear strategic planning budgeting and execution of large-scale technology programs focused on customer and seller experience across different geographies and markets.
• Define program vision scope and success metrics and drive delivery across cross-functional teams including Product Engineering PMO Analytics Customer Care Trust & Safety and Operations.
• Own the end-to-end customer and seller experience operating model including customer care fraud signals escalations seller help and experience-related tooling and workflows.
• Partner closely with Product and Engineering to translate customer behavior insights and seller feedback into prioritized roadmaps and scalable solutions.
• Monitor experience health using key metrics (e.g. contact rate CSAT resolution time escalation defects seller satisfaction) and drive continuous improvement through data-driven insights.
• Identify and mitigate risks impacting customer trust and seller confidence including fraud abuse and experience breakdowns across markets.
• Work backwards from customer and seller journeys to identify gaps reduce friction and implement durable globally scalable experience solutions.
• Drive readiness and execution for new country launches ensuring customer and seller experience capabilities are operationally ready compliant and scalable from day one.
• Lead and develop a high-performing team providing strategic direction coaching and oversight to drive execution of complex customer and seller experience initiatives.

What youll bring

• Strong expertise in customer and seller experience operations preferably within cross-border or international eCommerce environments.
• Experience leading highly strategic multiyear initiatives with complex dependencies across business and technology teams.
• Proven ability to partner effectively with Product Engineering and PMO teams to deliver customer-facing and seller-facing technology programs.
• Deep understanding of customer behavior seller pain points and the operational ecosystems that support trust safety and satisfaction.
• Experience working with customer care fraud trust & safety or escalation teams to reduce defects and improve experience quality at scale.
• Proficiency in leveraging data and experience metrics to inform prioritization investment decisions and long-term strategy.
• Strong executive communication problem-solving and leadership skills with a track record of driving meaningful measurable business impact.

At Walmart we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind body and wallet. Health benefits include medical vision and dental coverage. Financial benefits include 401(k) stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave) parental leave family care leave bereavement jury duty and voting. Other benefits include short-term and long-term disability company discounts Military Leave Pay adoption and surrogacy expense reimbursement and more. You will also receive PTO and/or PPTO that can be used for vacation sick leave holidays or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws where applicable. For information about PTO see Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sams Club facilities. Programs range from high school completion to bachelors degrees including English Language Learning and short-form certificates. Tuition books and fees are completely paid for by Walmart.
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 .
The annual salary range for this position is $90000.00 - $180000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
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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.

Option 1: Bachelors degree in computer science management information systems industrial engineering engineering management businessinformation systems project/program management information technology finance management or related area and 5 years experience inproject management program management program operations or related 2: 7 years experience in project management program management program operations or related area.2 years supervisory experience.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed there are no preferred qualifications.

Masters degree in computer science management information systems industrial engineering engineering management business information systems project/program management information technology finance management or related area and 4 years experience in project management program management program operations or related area. We value candidates with a background in creating inclusive digital experiences demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards assistive technologies and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmarts accessibility standards and guidelines for supporting an inclusive culture.

Primary Location...

702 Sw 8Th St Bentonville AR 72716 United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.