Manager, Program Management

Position Summary... What you'll do... The Program Manager, BPO Operations leads strategic and operational initiatives across outsourced partner networks supporting Marketplace Seller Support. This role owns end-to-end program management of BPO operations, driving vendor strategy, governance frameworks, and cross-functional initiatives that enable performance, quality, and efficiency across global partner networks. The Program Manager ensures consistent execution through structured program planning, robust vendor governance, and strong cross-functional alignment. Leveraging data and insights, this role identifies opportunities, mitigates risks, and implements scalable solutions to enhance operational performance and improve the seller experience. The role is based in Seattle, WA, and reports to the Sr. Director of BPO Operations. What you bring Experience managing BPO/vendor operations, preferably in customer support or seller support environments. Strong program and project management skills, with the ability to manage multiple work streams and stakeholders simultaneously. Proven ability to analyze complex data sets, identify root causes, and drive measurable improvements in operational performance. Experience with vendor governance, performance management, and service delivery optimization. Strong communication and stakeholder management skills, with the ability to influence across all levels of the organization. Demonstrated ability to drive process improvements, standardization, and scalable solutions in a fast-paced environment. Familiarity with operational metrics such as SLA, CSAT, AHT, quality scores, and productivity measures. Adaptability and problem-solving mindset with a focus on delivering results and improving seller experience. Basic qualifications Bachelors degree in Business Administration, Operations, Engineering, or related field and 2 years experience in operations, program management, vendor management, or related area OR 4 years experience in operations, program management, vendor management, or related area. Youll sweep us off our feet if Experience in BPO/vendor management within customer or seller support environments Experience in Marketplace or eCommerce operations Project Management certification (e.g., PMP) Experience supervising associates or leading cross-functional teams Masters degree in Business, Operations, or related field Youll make an impact by Own and manage multiple BPO operational programs by designing project plans, defining milestones, and driving execution across internal and external stakeholders. Establish and maintain governance frameworks to ensure consistent service delivery, compliance with company standards, and alignment with business goals. Analyze operational data to identify trends, root causes, and opportunities for improvement; translate insights into actionable solutions. Partner cross-functionally with Product, Operations, WFM, Training, and Legal teams to implement process improvements and support new initiatives. Drive continuous improvement initiatives across BPO partners, including process optimization, cost efficiency, and service quality enhancements. Oversee development and deployment of reporting tools, dashboards, and performance insights to enable data-driven decision-making. Lead, mentor, and influence teams (directly or indirectly), fostering accountability, collaboration, and a culture of continuous improvement. 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 Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Bachelor's degree in Business, Human Resources, or related field and 2 years experience in project management, compliance, operations management or related area OR 4 years experience in project management, compliance, operations 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. Leading a cross-functional team, Retail Link, Working with profit and loss responsibilities. 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. About Walmart: Fifty years ago, Sam Walton started a single mom-and-pop shop and transformed it into the world's biggest retailer. Since those founding days, one thing has remained consistent: our commitment to helping our customers save money so they can live better. Today, we're reinventing the shopping experience and our associates are at the heart of it. You'll play a crucial role in shaping the future of retail, improving millions of lives around the world. This is that place where your passions meet purpose. Join our family and create a career you're proud of.