Senior Manager, Operations and Quality, and Risk

Overview

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.

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.

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

• Leadership of cross-functional task forces or projects
• Masters, Operations Management
• Project Management - Project Management Professional - Certification

Primary locations may include Bentonville, AR; other listed cities such as Bellevue, WA;
Hoboken, NJ;
San Bruno and Sunnyvale, CA with salary ranges as noted per location. The annual salary range for this position is provided per location and may include additional compensation such as performance bonuses.