Position Summary
The Senior Director, Operations Seller Performance & Marketplace Trust is a senior leadership role within Walmart's Marketplace business responsible for overseeing and managing the performance of third-party sellers on the platform. This role involves developing and implementing strategies to enhance seller performance, thereby improving conversion and driving growth. The successful candidate will build the new function of marketplace trust, developing strategies, plans, and programs for increasing both seller and buyer confidence in the Walmart marketplace, driving retention, and increasing repetitive transaction volume. This role reports to the Vice President of Seller Performance and Support, partnering closely with functions responsible for acquiring, lifecycle managing, and optimizing seller growth and success. This individual plays a critical role in identifying, assessing, and mitigating risks, as well as designing solutions that optimize buyer and seller experience outcomes transactionally and in the marketplace overall.
What you'll do
Marketplace Trust
- Build the initial Walmart Marketplace Trust Strategy and develop plans for its implementation, partnering with product, technology, risk management, data science, and other key stakeholders across the eCommerce business.
- Develop OKRs describing Trust impact beyond risk and fraud management, putting in place the growth metrics associated with customer (buyer and seller) retention and the correlation to repetitive business.
- Establish the initial programs, including the business cases and financing, required to deliver repetitive business growth results.
Seller Performance
- Develop and implement strategies to evaluate, monitor, and improve the performance of third-party sellers on the eCommerce platform.
- Define and establish performance metrics, benchmarks, and targets for sellers, ensuring alignment with overall business objectives.
- Conduct regular performance assessments of sellers based on key performance indicators (KPIs) such as customer feedback, order fulfillment, product quality, and adherence to policies.
- Identify underperforming sellers and develop corrective action plans to address their issues, providing guidance and support to improve their performance.
- Collaborate with the sales and business development teams to onboard new sellers, ensuring they understand performance expectations and requirements.
- Collaborate with cross-functional teams, including risk, customer support, legal, and product management, to establish and communicate performance requirements and guidelines for sellers.
Business and Organizational Leadership
- Analyze data and metrics to identify trends, insights, and areas for improvement in seller performance and operational processes as they correlate to trust drivers.
- Build and own the trust journey, identifying key moments that impact retention and repetitive business, along with the associated programs, solutions, and metrics that manage it.
- Develop organizational plans and build a best-in-class team.
- Continuously evaluate and enhance the end-to-end experience with a focus on driving seller NPS and valuing sellers who are likely to cause Walmart customers (buyers) to repurchase - in store, online (1P), or on the marketplace (3P).
- Effectively communicate strategies, plans, and recommendations to senior management, executives, and relevant stakeholders, demonstrating the ability to develop alignment and turn it into action.
Preferred Qualifications
- Bachelor's degree with preference for business, finance related course of study. Master's degree preferred.
- Extensive experience (15+ years) in risk and customer service related positions with a track record of driving successful outcomes.
- Extensive experience (15+ years) in eCommerce, Financial Services, and online Marketplaces is highly desirable, including experience both building in a high growth environment and successfully executing in a multi-billion dollar globally scaled enterprise.
- In-depth knowledge of risk management frameworks, methodologies, products and technologies, and best practices.
- Familiarity with relevant regulatory requirements and industry standards.
- Excellent leadership and people management abilities, with a proven ability to lead and motivate teams.
- Exceptional communication and presentation skills, with the ability to convey complex concepts to both technical and non-technical stakeholders.
About Walmart Ecommerce
We are Walmart eCommerce - the team shaping the future of online shopping by defining the global online marketplace that influences millions of shoppers daily. We bring a passion and expertise that is unmatched, and our efforts have an epic impact on the world around us, both inside and outside of work. With colleagues across the nation, we strive to create a sense of belonging and embrace diversity in all forms, with no shortage of guidance and support for you as you grow and develop your career here. Discover the impact you can make at
The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.
Benefits & Perks:
Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.
Equal Opportunity Employer
Walmart, Inc. is an Equal Opportunity Employer - By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity - unique styles, experiences, identities, ideas, and opinions - while being inclusive of all people.
Who We Are
Join Walmart and your work could help over 275 million global customers live better. Yes, we are the Fortune company. But you'll quickly find we're a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world's most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement. From day one, you'll be empowered and equipped to do the best work of your life.
Minimum Qualifications
Bachelor's degree in Business Administration, Engineering, Operations, or related field and 6 years' experience in operations, project management, or related area OR 8 years' experience in operations, project management, or related area. 4 years' supervisory experience.
Preferred Qualifications
- Leading a cross-functional team
- Masters: Business Administration, Masters: Computer Engineering, Masters: Operations Management
- Project Management - Project Management Professional - Certification
Primary Location
850 Cherry Avenue, San Bruno, CA , United States of America
