Manager, Marketplace Strategic Initiatives – Resold; Customer Experience

Position Summary... What you’ll do... What you’ll do…

The Manager, Strategic Initiatives will drive the customer-facing strategy, insights, and experience improvements for the Resold at Walmart program - one of the most innovative and rapidly growing focus areas within Walmart Marketplace. As part of the Central Strategic Initiatives team, you will shape cross-category customer programs and experience frameworks that elevate how customers discover, shop, evaluate, and trust Resold inventory across the marketplace.

This role owns and optimizes critical customer-facing levers including ratings & reviews, site experience and merchandising inputs, SEO and discoverability, customer feedback and surveys, GTM planning, event strategy, fraud & risk mitigation, and promotional programs. You’ll collaborate closely with Product, Site, Analytics, Trust & Safety, Marketing, Seller Performance, and leadership teams to drive scalable, customer-centric improvements across all categories participating in the Resold program.

If you are customer-obsessed, energized by building new capabilities, and eager to influence strategy - this role is for you.

• Lead the development and execution of customer experience strategies supporting the Resold program across all categories.

• Identifyfriction points and white-space opportunitiesimpactingcustomer trust, conversion, and satisfaction.

• Own customer feedback mechanisms including surveys, sentiment, and R&R insights to surface critical experience gaps.

• Translate insights into actionable recommendations; partner cross-functionally to prioritize and implement improvements.

• Partner with Site, Product, and Merchandising to enhance search relevance, browse quality, SEO, and discoverability for Resold listings.

• Improve content quality, taxonomy alignment, and SKU presentation to drive customer confidence and engagement.

• Develop go-to-market plans and customer-facing narratives for new features, events, and Resold experience updates.

• Work with Marketing and Comms to drive awareness, participation, and improved customer engagement.

• Partner with Trust & Safety, Fraud, and Compliance toidentifyemerging risks and implement processes that protect customers andmaintainprogram integrity.

• Act as the connective tissue across Product, Analytics, Operations, Seller teams, and Marketplace leadership to ensure customer considerations are embedded in all Resold initiatives.

• Manage progress, track KPIs, prepare communications, and ensure alignment across Strategic Initiatives and partner teams.

• Own metrics related to customer satisfaction, conversion, discoverability, qualityperceptions, and experience health for Resold.

• Monitor trends and proactively address issues before theyimpactcustomer trust or marketplace performance.

• You havemarketplaceor ecommerce experience and understand the nuances of customer experience in dynamic, multi-seller environments.

• You turn insights into strategy and can clearly articulate customerneedsto cross-functional teams.

• You’rehighly analytical and comfortable using data to make decisions and size opportunities.

• You can independently manage complex programs and drive to outcomes using projectmanagementbest practices.

• You build strong relationships and influence teams without formal authority.

• Youmaintainstructure, organization, andhigh standard sin fast-moving environments.

• You take ownership,operate with urgency, and are energized by ambiguity and problem-solving.

• You’veworked through organizational transformation andknowhow to drive adoption and make changestick.

• Create business cases, articulate customer insights, and shape experience frameworks that position Resold as a trusted and differentiated offering.

• Embed customer experience KPIs into…