Walmart Canada · 16 hours ago
(USA) Senior Manager, Program Management, BPO Operations - Seller Support
Bentonville, AR
Full-time
Onsite
Senior Level, Lead/Staff
$80K/yr - $155K/yr
8+ years expWalmart Canada is seeking a Senior Manager for Program Management in BPO Operations within their Marketplace division. This leadership role focuses on overseeing global Seller Support service delivery through BPO partnerships, ensuring high-quality support and operational excellence as the business scales.
DeliveryRetailShopping
Responsibilities
Provide strategic leadership for global Seller Support BPO operations, overseeing multiple outsourcing partners through a team of BPO Managers to deliver consistent, high-quality support at scale
Own the service delivery charter, ensuring partners meet or exceed quality, efficiency, SLA, and seller experience metrics aligned to Marketplace growth objectives
Design and mature governance frameworks covering performance management, risk, compliance, escalation, and continuous improvement
Ensure contractual obligations are met, including SLAs, KPIs, commercial terms, staffing models, and compliance requirements
Partner closely with Legal, Procurement, and Finance to manage contract adherence, renewals, amendments, and issue resolution
Lead the end-to-end BPO partner lifecycle, including sourcing strategy, partner selection, due diligence, onboarding, and launch
Continuously assess partner capabilities and capacity to support short- and long-term Marketplace needs
Ensure BPO partners have the necessary support, inputs, and alignment from internal teams (Product, Seller Experience, Operations, Training, Knowledge Management, Tech, and Program Management) to operate successfully
Leverage data and insights to identify performance gaps, improve productivity, and optimize cost-to-serve without compromising seller experience
Champion scalable, standardized approaches while enabling flexibility to meet regional and seller-specific needs
Influence and develop BPO Managers and internal teams, fostering a culture of accountability, learning, and continuous improvement
Build internal capability by coaching team members and raising the bar on operational rigor and execution
Reviewing global trends and escalations to assess seller experience, quality, productivity, and SLA performance
Leading governance forums or business reviews with BPO partners to address performance, contractual commitments, and upcoming growth needs
Partnering with internal teams to ensure support readiness for new seller features, policy changes, or volume ramps
Coaching BPO Managers and internal teams to strengthen execution and operational maturity
Driving launch milestones for new BPO partners or programs, validating training, staffing, and go-live readiness
Deep-diving on performance or quality issues and aligning corrective actions across partners and internal stakeholders
Qualification
Required
Bachelor's degree in Business, Operations, Supply Chain, or related field (or equivalent experience)
8+ years of experience in BPO, contact center, or large-scale customer/seller support operations
3+ years of experience owning vendor/BPO relationships, including SLA management, scorecards, and corrective action plans
Demonstrated experience managing multi-region and/or multi-vendor operations, including launches and scale-ups
Strong analytical skills with the ability to interpret operational data and drive data-informed decisions
Proven ability to influence cross-functional partners and senior stakeholders
Excellent communication, execution, and program management skills
2 years' experience leading cross-functional teams
3 years' experience using intermediate functionality of Microsoft Office
Bachelor's degree in Business, Human Resources, or related field and 4 years' experience in project management, compliance, operations management, or related area OR 6 years' experience in project management, compliance, operations management, or related area
Preferred
Master's degree (MBA) or equivalent advanced leadership experience
Experience working with global BPO partners, including offshore and nearshore delivery models
Proven ownership of the full BPO partner lifecycle (sourcing, RFP/RFI, selection, onboarding, launch, and steady-state)
Track record of delivering measurable improvements in quality, productivity, cost-to-serve, or seller/customer experience at scale
Familiarity with operational excellence methodologies (Lean, Six Sigma, PMP)
Experience with workforce management, quality assurance frameworks, and knowledge management systems
Background in e-commerce, marketplaces, or large-scale retail/technology environments
Managing a budget, profit and loss statement, or related financial process
Master's degree in Business Administration or related field like (not limited to) project management, compliance, operations management, or related area
Project Management Certification
Benefits
Competitive pay
Performance-based bonus awards
Medical, vision and dental coverage
401(k)
Stock purchase
Company-paid life insurance
PTO (including sick leave)
Parental leave
Family care leave
Bereavement
Jury duty
Voting
Short-term and long-term disability
Company discounts
Military Leave Pay
Adoption and surrogacy expense reimbursement
Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities
Tuition, books, and fees are completely paid for by Walmart
Company
Walmart Canada
Walmart Canada is a subsidiary of Walmart that operates a chain of more than 400 stores nationwide. It is a sub-organization of Walmart.
10001+ employees
Funding
Current Stage
Late StageRecent News
Canada NewsWire
2025-12-18
Canada NewsWire
2025-12-03
Company data provided by crunchbase