Senior Manager, Operations and Quality, Performance and Risk

Position Summary...

The Senior Manager, Seller Performance and Risk Operations and Quality supports the Marketplace organization by overseeing day-to-day operational execution across key seller performance and risk workflows. Reporting to the Director, Risk and Seller Performance Operations, this role leads a team responsible for delivering high-quality, compliant, and efficient operational outcomes that protect customers, strengthen seller accountability, and enable the Walmart Marketplace to scale. The Senior Manager drives operational performance, guides front-line leaders, and contributes to scaling processes, tools, and quality standards for a rapidly growing business.

What you'll do...

Operational Leadership & Execution

• Lead a team of supervisors/team leaders and their associates who handle inbound and outbound interactions related to seller performance and risk issues, policy actions, and seller performance and risk escalations.
• Ensure timely, accurate, and empathetic support that reinforces policy adherence while enabling sellers to operate successfully.
• Monitor real-time performance and risk 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.

Process Management & Quality

• Execute and reinforce operational processes, tools, and controls that support high-quality outcomes across diverse seller performance and risk 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.

Seller Performance Insight & Business Acumen

• Stay current on Marketplace seller performance and risk 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.

Team Leadership & Development

• 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.

Cross-Functional Communication

• Provide clear and concise updates on operational performance and risk, 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.

Continuous Improvement

• Participate in evaluating and optimizing operational workflows, tools, and methodologies.
• Stay informed about leading practices in seller performance and risk management, customer service operations, risk techniques (where relevant), and operational scaling to support incremental improvements and technology adoption.

Preferred Qualifications

• 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 and risk 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.

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. 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.
Bentonville, Arkansas US-09401: The annual salary range for this position is $90,000.00 - $180,000.00
Bellevue, Washington US-11663 | Hoboken, New Jersey US-10279: The annual salary range for this position is $108,000.00 - $216,000.00
San Bruno, California US-08848 | Sunnyvale, California US-04396: The annual salary range for this position is $117,000.00 - $234,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
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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 3 years’ experience in operations, project management, or related area OR 5 years’ experience in operations, project management, or related area. 1 year’s supervisory experience.

Preferred Qualifications...

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

Leadership of cross-functional task forces or projects

Masters, Masters: Operations Management

Project Management - Project Management Professional - Certification

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.