Senior Director, Operations - BPO

Job description

Position Summary... Location: Bentonville, AR Sr. Director, Operations- Business Process Outsourcing The Walmart Marketplace team is one of the fastest growing and most strategic areas within Walmart's global business portfolio. Our mission is to empower third-party sellers and deliver cutting-edge eCommerce solutions, leveraging the scale, reach, and innovative spirit of Walmart. By joining our team, you will be at the forefront of transforming seller experiences, driving strategic change, and developing the operational foundations that power millions of daily transactions. The environment is fast paced, highly collaborative, and offers the opportunity to make an outsized impact on Walmart's future. What you'll do... As the Sr. Director Operations-BPO , you will be the key architect and executive leader driving the end-to-end strategy, governance, and execution of third-party contact center partnerships supporting Walmart Marketplace. You will influence and drive critical business initiatives, owning all aspects of BPO partner lifecycle management, including selection, negotiations, strategic program delivery, contract governance, and global performance optimization. In this highly visible and impactful role, you will serve as the primary executive liaison between Walmart and its worldwide BPO network, working cross-functionally with Walmart's senior business, technology, product, finance, and compliance leadership. Key Responsibilities BPO Strategy, Leadership & Governance Set the vision and develop the long-term BPO operating model to scale Walmart Marketplace support globally, ensuring alignment with organizational priorities and seller experience mandates. Lead the executive selection, negotiation, and contracting of BPO partners worldwide, establishing rigorous standards for partnership and driving continuous improvement initiatives. Oversee the governance, risk management, and compliance of all external partnerships, ensuring contractual, regulatory, and ethical standards are consistently met. Executive Performance Management & Operational Excellence Establish and oversee enterprise-wide KPIs, SLAs, and analytics frameworks; leverage deep data insights to define new targets, identify emerging risks, and drive transformative improvements in seller support quality, efficiency, and cost-effectiveness. Lead quarterly business reviews and regular executiv…