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Walmart Canada · 3 months ago

Senior Manager, Technology Operations- Buyer Experience (W+)

Bellevue, WA

Full-time

Onsite

Senior Level

$108K/yr - $216K/yr

5+ years exp

Walmart Canada is a leading retail company, and they are seeking a Senior Manager for Buyer Experience in their Marketplace division. This role is responsible for leading strategic initiatives to enhance the buyer experience for Seller Fulfilled items, improving trust, clarity, and conversion across the shopping funnel.

DeliveryRetailShopping

Responsibilities

Own the end-to-end customer experience for Seller Fulfilled items across the buyer journey, including Search, PDP (Product Detail Page), Cart, and Checkout, focusing on clarity, trust, and conversion

Drive discoverability of SFS offers by influencing search ranking strategies, surfacing delivery promises in external channels, and collaborating with the Search and SEO teams to improve conversion

Enhance trust in Seller Fulfilled offers by working with Fulfillment, Product, and UX teams to pilot and launch delivery promise messaging and on-time delivery signals to reinforce seller reliability and trust

Collaborate cross-functionally with Product, UX, and Engineering, to align on roadmap execution and deliver cohesive and customer-centric improvements

Use customer insights and A/B testing frameworks to identify gaps in buyer perception and iterate on messaging, labeling, and product experiences that improve SFS conversion and satisfaction

Monitor and report on performance metrics, including click-through rates, conversion rates, and Net Promoter Score (NPS), while identifying areas of improvement

Champion the voice of the customer and the seller, ensuring that both perspectives are considered in product development and experience optimization

Lead high-impact initiatives that influence both customer satisfaction and seller growth, ultimately improving GMV contribution from SFS offers

Qualification

Program ManagementProject ManagementCross-Functional CollaborationData AnalysisE-commerce MarketingCustomer-Centric ThinkingExperience in FulfillmentSEO FamiliarityCommunication SkillsStrategic Thinking

Required

Bachelor's 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 5 years' experience in project management, program management, program operations, or related area

7 years' experience in project management, program management, program operations, or related area

2 years' supervisory experience

Proven experience managing or influencing buyer experience experiments, ideally in a two-sided marketplace or digital commerce environment

Strong strategic thinking and analytical skills with a customer-first mindset

Experience working cross-functionally with product, design, analytics, and engineering teams

Track record of using data, experimentation, and customer feedback to drive measurable improvements in conversion or customer trust

Strong written and verbal communication skills, with the ability to influence and lead across all levels of the organization

Preferred

Experience working with 3P marketplaces

Background in shipping/logistics, delivery promise optimization, or fulfillment CX

Knowledge of Walmart's Marketplace ecosystem, including SFS, WFS, and Walmart+

MBA or equivalent advanced degree is a plus

Comfortable managing ambiguity and driving complex cross-functional programs from concept to execution

Master's 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

Knowledge 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

Knowledge of accessibility best practices and Walmart's accessibility standards and guidelines for supporting an inclusive culture