Procurement Program Manager leading supplier development and sourcing for climate technology. Ensure supplier readiness and manage timelines for strategic platforms within the company.
WA
Onsite Senior Manager, Program Management, BPO Operations - Seller Support
Posted 1 hour ago
About the role
- Senior Manager, Program Management leading global BPO operations for Seller Support at Walmart Marketplace. Driving service delivery, governance, and strategic initiatives for high-quality customer support.
Responsibilities
- Provide strategic leadership for global Seller Support BPO operations, overseeing multiple outsourcing partners.
- Own the service delivery charter, ensuring partners meet or exceed quality, efficiency, SLA, and seller experience metrics.
- Design and mature governance frameworks covering performance management, risk, compliance, escalation, and continuous improvement.
- Ensure contractual obligations are met, including SLAs, KPIs, commercial terms, staffing models, and compliance requirements.
- Lead the end-to-end BPO partner lifecycle, including sourcing strategy, partner selection, due diligence, onboarding, and launch.
- Continuously assess partner capabilities and capacity to support short- and long-term Marketplace needs.
- Ensure BPO partners have the necessary support, inputs, and alignment from internal teams to operate successfully.
- Leverage data and insights to identify performance gaps, improve productivity, and optimize cost-to-serve without compromising seller experience.
- Champion scalable, standardized approaches while enabling flexibility to meet regional and seller-specific needs.
- Influence and develop BPO Managers and internal teams, fostering a culture of accountability, learning, and continuous improvement.
Requirements
- Bachelor’s degree in Business, Operations, Supply Chain, or related field (or equivalent experience).
- 8+ years of experience in BPO, contact center, or large-scale customer/seller support operations.
- 3+ years of experience owning vendor/BPO relationships, including SLA management, scorecards, and corrective action plans.
- Demonstrated experience managing multi-region and/or multi-vendor operations, including launches and scale-ups.
- Strong analytical skills with the ability to interpret operational data and drive data-informed decisions.
- Proven ability to influence cross-functional partners and senior stakeholders.
- Excellent communication, execution, and program management skills.
Benefits
- 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.
- Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.
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