Position Summary...
What you'll do...
What you'll do...
Position Summary
As a BPO Operations Manager for Walmart Marketplace, you will be responsible for managing external vendors, developing strong relationships, optimizing contact center performance and the day-to-day supervision to drive operational excellence, promote innovation, and collaborate with other Walmart teams to positively impact the customer experience. The BPO Operations Manager will ensure our BPOs represent Walmart's vision, culture, and brand through regular site visits and leading regular business reviews, analyzing performance reports and driving continuous improvement initiatives to optimize performance, and participating in call monitoring. In this role, you will be responsible for identifying opportunities for improvement, quantifying impacts, and collaborating with key stakeholders (for example, Quality, Training, and Technology) to develop action plans to improve KPIs, support implementation of process changes, track and evaluate success of process changes, and communicate results of changes to leadership.
Position Description
You will coordinate, complete, and manage outsourced partner performance for Walmart Marketplace Seller Support and Risk Operations. You will ensure compliance with company policies and procedures and support company mission, values, and standards of ethics and integrity. The BPO Operations Manager will ensure operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance and drive accountability. You will identify and lead process improvement and cross functional projects for the Marketplace Seller Support and Risk Operations to completion. You will serve as the main point of contact between internal teams and BPO vendors to address issues, provide updates, and ensure smooth operational workflows. The BPO Operations Manager monitors compliance of external partners with established Walmart Marketplace Operations processes. You will manage seller experience improvements; identify and communicate performance drivers to ensure visibility; provide weekly and monthly performance updates to senior leadership.
Minimum Qualifications
- Bachelor's degree, preferably in Business or 5 years' Customer Service Center, Warehouse Management Systems and/or Order Management Systems leadership experience
- 2+ years' Customer Service Center, Warehouse Management Systems and/or Order Management Systems management experience
- 2+ years' Project Management experience (certification a plus)
- Strong data analytics experience with proven ability to identify root cause and assess key drivers using multiple data sources
- Proficient in Excel
- Ability to influence decisions and gain agreement through collaboration and consensus management
- Exceptional interpersonal and communication skills, both verbal and written
- Ability to travel internationally up to 50% of the time
- Hiring candidates from Bentonville, Hoboken, Seattle, Bay area and Salt Lake City and Austin
Additional Preferred Qualifications - 2+ years' eCommerce Retail experience working in customer care centers
- WFM experience a plus
- Contact center vendor management experience a plus
- Bi-lingual English and Mandarin a plus
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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Hoboken, New Jersey US-10649/Seattle, Washington US-11573:The annual salary range for this position is $72,000.00-$132,000.00
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San Bruno, California US-08848/Sunnyvale, California US-11349:The annual salary range for this position is $78,000.00-$143,000.00
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Salt Lake City, Utah US-10462/Austin, Texas US-10255/Bentonville, Arkansas US-10883:The annual salary range for this position is $60,000.00-$110,000.00
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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.
Option 1: Bachelor's degree in Business, Retail Management, Technology, Communications, or related
field and 2 years' experience in retail management, business, technology, communications, or related area.
Option 2: 4 years' experience in business, technology, communications, or related area.
1 year's supervisory experience.
3 years' experience in customer service/contact center 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, Project Management
Primary Location... 50 S Main St Ste 177, Salt Lake City, UT 84101-4503, United States of America
