Senior Manager, Program Management - Marketplace Returns - Customer Experience

Position Summary.
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What you'll do.
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The Walmart Marketplace Returns team is committed to improving customer and seller experiences, supporting seller success, and driving growth by bolstering our seller service offerings.
This is a unique and exciting opportunity to drive impact, create, launch, and own programs end to end.
We are seeking an experienced and strategic Senior Manager to lead our Returns - Customer Experience team within Marketplace.
The ideal candidate will drive customer-centric returns process, ensuring a seamless return experience for our customers, implementing fair and transparent return policy balancing customer and seller, identifying opportunities for process improvement, automation, and innovation.
Your expertise in SQL and/or Big Query will be valuable in analyzing data to identify opportunities for improvement.
You'll sweep us off our feet if: Prior experience overseeing and managing programs to ensure that measurable objectives are meeting the expected goals.
Experience leading and developing high-performing teams in a fast-paced environment Strategic thinking and results oriented professional with ability to prioritize tasks and allocate resources effectively.
Experience developing and leading programs, specifically drivers of growth, working cross-functionally with product and analytics teams.
Strong presentation and influencing skills and the ability to interact with executive level business partners.
Experience making data-driven business decisions and to collaborating with cross-functional teams to implement solutions.
Self-starter with a strong attention to detail and an ability to deal with ambiguity.
Excellent written and verbal communication skills with ability to champion products throughout the organization.
A deep understanding of how to connect with and develop amazing experience for customers/partners.
Belief in our purpose of save money, live better for customers.
Analyzing data using SQL and/or Big query to identify opportunities for process improvements is a plus.
You'll make an impact by: Strategize and identify opportunities and drive programs that reduce seller cost by meeting and exceeding customer and seller expectations of the online marketplace experience.
Launch & scale programs.
Track, communicate and coordinate with various stakeholders and teams across Walmart Marketplace and the company at large (Analytics, Business Solutions, Account Management, Product teams, etc.
) Develop and execute end-to-end programs focused on driving product adoption and seller services tool development.
Measure, track and analyze results, report progress, and optimize programs continuously.
Drive informed decision-making and ensures resolution of critical issues by partnering with senior leaders to identify goals, success criteria, assumptions, risks, and known issues within the business.
Creating communication strategy and content; educating sponsors, stakeholders, and executive leadership on program requirements; and developing and implementing a program management life cycle.
Analyze and interpret information for one or more initiative work streams by using various analytical methodologies.
Developing solutions within business areas that reduce cost and meet business goals; prioritizing assignments; ensuring accuracy of business data; recommending program changes to stakeholders based on data; and persuading cross-functional teams and stakeholders to implement changes.
Driving the execution of multiple business plans and projects by identifying customer and operational needs; developing and communicating business plans and priorities; removing barriers and obstacles that impact performance; providing resources; identifying performance standards; measuring progress and adjusting performance accordingly, developing contingency plans; and demonstrating adaptability and supporting continuous learning.
Promote and support company policies, procedures, mission, values, and standards of ethics and integrity by training and providing direction to others in their use and application; ensuring compliance with them; and utilizing and supporting the Open-Door Policy.
Preferred Qualifications.
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Masters: MBA, Operations Management, or Industrial Engineering 2+ years of driving process improvements experience 5+ years of program or project management experience, ideally working on e-commerce and consumer-facing post purchase activities Lean Six Sigma or PMP Certification Experience using data and metrics to determine and drive improvements Experience owning program strategy, end to end delivery, and excellent written and verbal communication skills to present results to senior leadership Excellent judgment and executive presence and the ability to interface with and influence senior executives The above information has been designed to indicate the general nature and level of work performed in the role.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
The full Job Description can be made available as part of the hiring process .
At Walmart, we offer competitive pay as well as performance-based incentive 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 https://one.
walmart.
com/notices .
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.
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 One.
Walmart at https://bit.
ly/3iOOb1J .
The annual salary range for this position is $104,000.
00-$202,000.
00 Additional compensation includes annual or quarterly performance incentives.
Additional compensation for certain positions may also include: - Regional Pay Zone (RPZ) (based on location) - Stock equity incentives Minimum Qualifications.
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Outlined below are the required minimum qualifications for this position.
If none are listed, there are no minimum qualifications.
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.
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 Qualifications.
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Outlined below are the optional preferred qualifications for this position.
If none are listed, there are no preferred qualifications.
Managing a budget, profit and loss statement, or relate 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 Primary Location.
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850 Cherry Avenue, San Bruno, CA 94066-3031, United States of America