Position Summary...
What you'll do...
The Manager, Operations – BPO leads day-to-day service delivery across outsourced partner networks supporting Marketplace Seller Support. This role is responsible for ensuring operational performance, service quality, and adherence to service-level agreements across BPO vendors. The Manager drives execution through performance management, issue resolution, and continuous improvement, while maintaining strong vendor relationships and ensuring alignment with business objectives. Through data-driven decision-making, coaching, and operational rigor, this role ensures consistent, high-quality support experiences and operational stability across global partner sites. This role is based in Bentonville, AR and reports to the Sr. Manager, BPO Operations. What you bring…
- Experience managing BPO/vendor operations, preferably in customer support or seller support environments.
- Strong understanding of contact center operations and performance metrics (e.g., SLA, CSAT, AHT, quality, productivity).
- Proven ability to analyze data, identify root causes, and implement solutions to improve operational performance.
- Experience managing vendor performance and driving accountability through structured governance.
- Strong problem-solving and decision-making skills in fast-paced, operational environments.
- Effective communication and stakeholder management skills, with the ability to collaborate across teams.
- Experience leading teams or influencing vendor leadership to drive performance and development.
- Ability to manage multiple priorities while maintaining focus on execution and results.
Minimum Qualifications…
- Bachelor’s degree in Business, Operations, Communications, or related field and 2 years of experience in operations, contact center, or related area OR
- 4 years of experience in operations, contact center, or related area.
You’ll sweep us off our feet if…
Experience in BPO/vendor management within customer or seller support environments
Experience in Marketplace or eCommerce operations
Experience supervising associates or leading cross-functional teams
Project management experience or certification
You’ll make an impact by…
- Overseeing daily BPO operations across vendor sites to ensure consistent performance against SLAs, KPIs, and quality standards.
- Monitoring and manage vendor performance through regular reviews, scorecards, and operational reporting; drive corrective actions as needed.
- Analyzing performance data and trends to identify root causes of issues and implement solutions to improve service delivery.
- Partnering with WFM, Training, and Program teams to ensure operational alignment and readiness.
- Leading and supporting process improvement initiatives to enhance efficiency, quality, and seller experience.
- Managing escalations from sellers, internal stakeholders, and BPO partners ensuring timely resolution of critical issues.
- Ensuring adherence to company policies, compliance standards, and operational procedures across vendor teams.
- Driving accountability with BPO partners through structured governance, communication, and performance management practices.
- Supporting capacity planning and staffing alignment in partnership with vendors to meet business demand.
- Coaching and influencing vendor leadership teams to improve performance, strengthen execution, and build operational capability.
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. 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. __
Minimum Qualifications: Bachelor’s degree in Business Administration, Engineering, Operations , or related field and 2 years’ experience in operations, project management, or related area OR 4 years’ experience in operations, project 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.
Supervising Associates
Masters: Economics
Project Management - Project Management Professional - Certification
Primary Location...
1601 SE 10th 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.