Manager, Program Management
at Walmart Tech
Location
Bentonville, AR
Compensation
$70k–$130k USD
Type
full time
Posted
2 days ago
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Job description
Position Summary...
What you'll do...
The Program Manager, BPO Operations leads strategic and operational initiatives across outsourced partner networks supporting Marketplace Seller Support. This role owns end-to-end program management of BPO operations, driving vendor strategy, governance frameworks, and cross-functional initiatives that enable performance, quality, and efficiency across global partner networks. The Program Manager ensures consistent execution through structured program planning, robust vendor governance, and strong cross-functional alignment. Leveraging data and insights, this role identifies opportunities, mitigates risks, and implements scalable solutions to enhance operational performance and improve the seller experience. The role is based in Seattle, WA, and reports to the Sr. Director of BPO Operations. What you bring…- Experience managing BPO/vendor operations, preferably in customer support or seller support environments.
- Strong program and project management skills, with the ability to manage multiple work streams and stakeholders simultaneously.
- Proven ability to analyze complex data sets, identify root causes, and drive measurable improvements in operational performance.
- Experience with vendor governance, performance management, and service delivery optimization.
- Strong communication and stakeholder management skills, with the ability to influence across all levels of the organization.
- Demonstrated ability to drive process improvements, standardization, and scalable solutions in a fast-paced environment.
- Familiarity with operational metrics such as SLA, CSAT, AHT, quality scores, and productivity measures.
- Adaptability and problem-solving mindset with a focus on delivering results and improving seller experience.
- Bachelor’s degree in Business Administration, Operations, Engineering, or related field and 2 years’ experience in operations, program management, vendor management, or related area OR
- 4 years’ experience in operations, program management, vendor management, or related area.
- Experience in BPO/vendor management within customer or seller support environments
- Experience in Marketplace or eCommerce operations
- Project Management certification (e.g., PMP)
- Experience supervising associates or leading cross-functional teams
- Master’s degree in Business, Operations, or related field
- Own and manage multiple BPO operational programs by designing project plans, defining milestones, and driving execution across internal and external stakeholders.
- Establish and maintain governance frameworks to ensure consistent service delivery, compliance with company standards, and alignment with business goals.
- Analyze operational data to identify trends, root causes, and opportunities for improvement; translate insights into actionable solutions.
- Partner cross-functionally with Product, Operations, WFM, Training, and Legal teams to implement process improvements and support new initiatives.
- Drive continuous improvement initiatives across BPO partners, including process optimization, cost efficiency, and service quality enhancements.
- Oversee development and deployment of reporting tools, dashboards, and performance insights to enable data-driven decision-making.
- Lead, mentor, and influence teams (directly or indirectly), fostering accountability, collaboration, and a culture of continuous improvement.
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.
The annual salary range for this position is $70,000.00 - $130,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
- 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.
Bachelor's degree in Business, Human Resources, or related field and 2 years’ experience in project management, compliance, operations management or related area OR 4 years’ experience in project management, compliance, operations management, or related area.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, Retail Link, Working with profit and loss responsibilities.