Senior Manager, Technology Operations - eCommerce Cross Border - Customer & Seller

Position Summary

As the Senior Manager, Technology Operations, you will lead the strategic planning and execution of large‑scale technology programs, ensuring alignment with business objectives and long‑term operational priorities. This role demands deep expertise in program and financial management, multi‑year planning, risk mitigation, and executive‑level stakeholder engagement to drive successful delivery across complex, interdependent initiatives. You will influence technology and experience strategies, optimize resource allocation, and foster strong collaboration across business and technology teams.

You will work backwards from customer and seller needs to define and deliver best‑in‑class cross‑border experiences, with a strong focus on usability, trust, and reliability as we scale across markets. You will identify and address key friction points across the end‑to‑end journey from discovery, checkout, and delivery to returns, customer care, fraud prevention, seller enablement and support, focusing on driving higher conversion, satisfaction, and retention.

By combining a deep understanding of customer behavior, seller workflows, and operational constraints, you will lead initiatives that simplify complexity, improve transparency, and build trust s role requires strong domain expertise in cross‑border eCommerce experiences with a bias toward delivering seamless and consistent experiences across geographies.

The Walmart US eCommerce cross‑border team delivers innovative, scalable solutions that enable Marketplace sellers to grow internationally while providing customers with trusted, reliable shopping experiences. The team partners closely with Product, Engineering, and PMO to support both existing markets and new country expansions. With strengths in long‑range planning, program execution, and cross‑functional alignment, the team focuses on evolving customer and seller experience capabilities at scale and supports Walmart’s mission by improving customer trust, seller success, and business outcomes globally.

• Lead multi‑year strategic planning, budgeting, and execution of large‑scale technology programs focused on customer and seller experience across different geographies and markets.
• Define program vision, scope, and success metrics, and drive delivery across cross‑functional teams including Product, Engineering, PMO, Analytics, Customer Care, Trust & Safety, and Operations.
• Own the end‑to‑end customer and seller experience operating model, including customer care, fraud signals, escalations, seller help, and experience‑related tooling and workflows.
• Partner closely with Product and Engineering to translate customer behavior insights and seller feedback into prioritized roadmaps and scalable solutions.
• Monitor experience health using key metrics (contact rate, CSAT, resolution time, escalation defects, seller satisfaction) and drive continuous improvement through data‑driven insights.
• Identify and mitigate risks impacting customer trust and seller confidence, including fraud, abuse, and experience breakdowns across markets.
• Work backwards from customer and seller journeys to identify gaps, reduce friction, and implement durable, globally scalable experience solutions.
• Drive readiness and execution for new country launches, ensuring customer and seller experience capabilities are operationally ready, compliant, and scalable from day one.
• Lead and develop a high‑performing team, providing strategic direction, coaching, and oversight to drive execution of complex customer and seller experience initiatives.

• Strong expertise in customer and seller experience operations, preferably within cross‑border or international eCommerce environments.
• Experience leading highly strategic, multi‑year initiatives with complex dependencies across business and technology teams.
• Proven ability to partner effectively with Product, Engineering, and PMO teams to deliver customer‑facing and seller‑facing technology programs.
• Deep understanding of customer behavior, seller pain points, and the operational ecosystems that support trust, safety, and satisfaction.
• Experience working…