Senior Manager, Operations – Marketplace Seller Performance
Walmart
full-time
Posted on:
Location Type: Office
Location: Bentonville • California, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $90,000 - $180,000 per year
Job Level
Senior
About the role
- 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.
Requirements
- 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.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
seller performance operationscustomer service operationscompliance operationsoperational controlsperformance monitoringcapacity planningoperational processesworkflow optimizationdata analysispolicy interpretation
Soft skills
leadershipcommunicationcoachingcollaborationproblem-solvingempathyaccountabilitydevelopmentadaptabilityperformance management
Certifications
Bachelor’s degree in businessBachelor’s degree in financerelated field degree