Walmart Canada · 18 hours ago
Senior Manager, Technology Operations Returns & Service Performance
Bentonville, AR
Full-time
Onsite
Senior Level, Lead/Staff
$90K/yr - $180K/yr
8+ years expWalmart Canada is seeking a Senior Manager for Technology Operations Returns & Service Performance. This role is responsible for leading initiatives that enhance third-party seller performance and improve customer satisfaction and retention through effective strategy and execution.
DeliveryRetailShopping
Responsibilities
Define problem statements and strategic frameworks to address critical seller performance and trust challenges
Lead development of business cases and outcome models to secure cross-functional sponsorship and investment
Define and evolve seller performance standards, metrics, and benchmarks across dimensions such as fulfillment, item quality, and customer issue resolution
Partner with Product, Engineering, and Design to define seller- and customer-facing experiences that support improved performance and trust
Translate strategic goals into cross-functional execution plans with clear milestones, ownership, and KPIs
Drive product development and delivery in partnership with technology teams; ensure business intent is reflected in end solutions
Own internal and external go-to-market planning, including communications, change management, and stakeholder readiness
Lead post-launch adoption efforts and partner with Analytics to monitor impact, drive iteration, and surface continuous improvements
Build strong partnerships across Risk, Legal, Seller Support, Category, and Analytics to deliver aligned solutions
Lead structured problem-solving in ambiguous contexts with differing stakeholder perspectives
Communicate strategic recommendations and performance insights to senior leadership
Establish and maintain scalable monitoring to assess seller outcomes and experience quality
Analyze performance data to surface trends, gaps, and opportunity areas
Partner with Analytics and Tech to enable data-driven experimentation and feedback loops
Promote and support Walmart policies, procedures, mission, values, and standards of ethics and integrity
Ensure compliance with applicable laws, policies, and internal controls; support the Open Door Policy
Model Walmart leadership behaviors and contribute to a culture of respect, integrity, and belonging
Qualification
Required
Bachelor's degree in business, finance, information systems, technology, or a related field
8–10+ years of experience in eCommerce, product strategy, marketplace operations, trust & safety, or related domains
Demonstrated experience leading cross-functional product or operational initiatives from problem definition through launch and measurement
Experience partnering with Product, Engineering, and Analytics teams to develop and deliver user-facing solutions
Strong strategic thinking, executive communication, and stakeholder leadership skills
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
Preferred
Master's degree in business or a related field
Strong executive communication and change leadership skills
Experience working in complex marketplace or platform environments
Familiarity with seller performance frameworks, trust & safety policies, and reputation systems
Experience leading initiatives that span product development, GTM, and post-launch adoption
Strong business case development and outcome modeling skills
2+ years of people leadership or supervisory experience
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 implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly
Knowledge of accessibility best practices
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. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. 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
Packaging-Gateway.com
2026-02-04
Canada NewsWire
2025-12-18
Company data provided by crunchbase