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Walmart Canada · 1 month ago

Senior Manager, Operations - Marketplace Seller Performance

Bentonville, AR

Full-time

Onsite

Mid, Senior Level

$90K/yr - $180K/yr

5+ years exp

Walmart Canada is seeking a Senior Manager for Operations focused on Marketplace Seller Performance. The role involves overseeing day-to-day operations, leading a team to ensure high-quality outcomes, and driving performance improvements within the Marketplace organization.

DeliveryRetailShopping

Responsibilities

Lead a team of supervisors/team leaders and their associates who handle inbound and outbound interactions related to seller performance issues, policy actions, and seller performance escalations

Ensure timely, accurate, and empathetic support that reinforces policy adherence while enabling sellers to operate successfully

Monitor real-time performance across call queues and case-based workflows, adjusting resources as needed for service-level adherence

Partner with Workforce Management (WFM) and capacity planning teams to align staffing with forecasted demand and operational goals

Execute and reinforce operational processes, tools, and controls that support high-quality outcomes across diverse seller performance workflows

Promote consistency in policy interpretation and application to ensure reliable, customer-centered decision-making

Identify operational gaps and recommend enhancements that improve accuracy, efficiency, and scalability

Stay current on Marketplace seller performance trends, identifying patterns and raising emerging issues that may influence policy, tooling, or operational procedures

Collaborate with analytics, product, policy, and compliance partners to share insights and support continuous improvement

Coach and develop front-line leaders to elevate performance, operational excellence, and engagement across the team

Foster a collaborative, accountable, and growth-oriented environment where associates understand expectations and feel supported in their development

Provide clear and concise updates on operational performance, seller behavior patterns, emerging issues, and process challenges to leadership and cross-functional partners

Support compliance, audit, and quality teams by closing feedback loops and ensuring operational alignment with standards

Participate in evaluating and optimizing operational workflows, tools, and methodologies

Stay informed about leading practices in seller performance management, customer service operations, risk techniques (where relevant), and operational scaling to support incremental improvements and technology adoption

Qualification

Seller performance operationsOperational performance managementECommerce experienceProject managementTeam leadershipAnalytical skillsCompliance knowledgeCommunication skills

Required

Bachelor's degree in Business Administration, Engineering, Operations, or related field and 3 years' experience in operations, project management, or related area OR 5 years' experience in operations, project management, or related area

1 year's supervisory experience

Preferred

Bachelor's degree in business, finance, or a related field

8–10+ years of experience in seller performance operations, customer service operations, compliance operations, or related fields

Experience in eCommerce, online marketplaces, or similar environments with complex seller ecosystems

Strong understanding of seller performance frameworks, operational controls, and compliance requirements

Demonstrated ability to lead front-line teams, manage managers, and drive operational performance in a dynamic, high-growth environment

Excellent communication skills with the ability to translate complex issues into clear operational guidance

Leadership of cross-functional task forces or projects

Masters, Masters: Operations Management

Project Management - Project Management Professional - Certification

Benefits

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.

Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.