Senior Director, Operations Seller Performance
Walmart

What you'll do at

Position Summary...

What you'll do...

The Senior Director, Operations Seller Performance & Marketplace Trust is a senior leadership role within Walmart's Marketplace business responsible for overseeing and managing the performance of third-party sellers on the platform. In the current state, this role involves developing and implementing strategies to enhance seller performance thereby improving conversion and driving growth. In the longer term, the successful candidate for this role will be building the new function of marketplace trust. This means developing strategies, plans and programs for increasing both seller and buyer confidence in the Walmart marketplace and therefore driving retention and ever-increasing repetitive transaction volume. As such, the Trust role will evolve into a future growth lever and its own P&L. This role reports up to the Vice President of Seller Performance and Support partnering closely with the functions responsible for acquiring, lifecycle managing, and optimizing Seller growth and success. This individual plays a critical role in identifying, assessing, and mitigating risks, as well as designing solutions that optimize buyer and seller experience outcomes transactionally and in the marketplace overall.

What you'll do...

Marketplace Trust

• Build the initial Walmart Marketplace Trust Strategy and develop plans for its implementation partnering with product, technology, risk management, data science, and other key stakeholders across the eCommerce business.
• Develop OKRs describing Trust impact beyond risk and fraud management putting in place the growth metrics associated with customer (buyer and seller) retention and the correlation to repetitive business.

• Establish the initial programs - including the business cases and financing - that are required to deliver repetitive business growth results.

Seller Performance

• Develop and implement strategies to evaluate, monitor, and improve the performance of third-party sellers on the eCommerce platform.
• Define and establish performance metrics, benchmarks, and targets for sellers, ensuring alignment with overall business objectives.
• Conduct regular performance assessments of sellers based on key performance indicators (KPIs) such as customer feedback, order fulfillment, product quality, and adherence to policies.

• Identify underperforming sellers and develop corrective action plans to address their issues, provide guidance, and support them in improving their performance.
• Collaborate with the sales and business development teams to onboard new sellers, ensuring they understand performance expectations and requirements.
• Collaborate with cross-functional teams, including risk, customer support, legal, and product management, to establish and communicate performance requirements and guidelines for sellers.

Business and Organizational Leadership

• Analyze data and metrics to identify trends, insights, and areas for improvement in seller performance and operational processes increasingly as they correlate to trust drivers.
• Build and own the trust journey identifying to key moments in truth that most impact retention and repetitive business as well as the associated programs, solutions, and metrics that manage it.
• Develop organizational plans and build a best-in-class team.
• Continuous Improvement: Continuously evaluate and enhance the end-to-end experience with a singular focus on driving seller NPS and valuing the sellers who are most likely to cause Walmart customers (buyers) to repurchase - in store, online (1P), or on the marketplace (3P).
• Stakeholder Communication: Effectively communicate strategies, plans and recommendations to senior management, executives, and relevant stakeholders. Demonstrate ability to develop alignment and turn it into action.

Preferred Qualifications

• Bachelor's degree with preference for business, finance related course of study. Masters degree preferred.

• Extensive experience (15+ years) in risk and customer service related positions with a track record of driving successful outcomes.

• Extensive experience (15+ years) in eCommerce, Financial Services, and online Marketplaces is highly desirable. This includes experience both building in a high growth environment as well as successfully executing in a multi-billion dollar globally scaled enterprise.

• In-depth knowledge of risk management frameworks, methodologies, products and technologies, and best practices.

• Familiarity with relevant regulatory requirements and industry standards.

• Excellent leadership and people management abilities, with a proven ability to lead and motivate teams.
• Exceptional communication and presentation skills, with the ability to convey complex concepts to both technical and non-technical stakeholders.

About Walmart Ecommerce

We are Walmart eCommerce - the team shaping the future of online shopping by defining the global online marketplace that influences millions of shoppers daily. We bring a passion and expertise that is unmatched, and our efforts have an epic impact on the world around us, both inside and outside of work. With colleagues across the nation, we strive to create a sense of belonging and embrace diversity in all forms, with no shortage of guidance and support for you as you grow and develop your career here. Discover the impact you can make at careers.walmart.com.

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.

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.

Benefits & Perks:

Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.

Equal Opportunity Employer

Walmart, Inc. is an Equal Opportunity Employer - By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity - unique styles, experiences, identities, ideas and opinions - while being inclusive of all people.

Who We Are
Join Walmart and your work could help over 275 million global customers live better. Yes, we are the Fortune #1 company. But you'll quickly find we're a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world's most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement. From day one, you'll be empowered and equipped to do the best work of your life. careers.walmart.com

At Walmart, we offer competitive pay as well as performance-based bonus 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.
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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.
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For information about PTO, see https://one.walmart.com/notices.

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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.
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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.
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For information about benefits and eligibility, see One.Walmart.

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San Bruno, California US-08848:The annual salary range for this position is $169,000.00-$338,000.00
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Bentonville, Arkansas US-09401:The annual salary range for this position is $130,000.00-$260,000.00
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Additional compensation includes annual or quarterly performance bonuses.
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Additional compensation for certain positions may also include:
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- Stock
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Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications
Bachelor's degree in Business Administration, Engineering, Operations , or related field and 6 years' experience in operations, project
management, or related area OR 8 years' experience in operations, project management, or related area.
4 years' supervisory experience.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Leading a cross-functional team

Masters: Business Administration, Masters: Computer Engineering, Masters: Operations Management

Project Management - Project Management Professional - Certification

Primary Location...

850 Cherry Avenue, San Bruno, CA 94066-3031, United States of America

About Walmart

At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability-and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries-all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?

Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.

Hello, Silicon Valley

You don't have to choose between your career and your lifestyle. In Silicon Valley, you can have both.

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