Position Summary...
The Sr. Director, Operations - Omni Returns, Customer Experience is a visionary leader responsible for driving the strategic transformation of the Customer and Associate experience across physical and digital front returns business. This role oversees the development and execution of policy, strategy, process, and systems that customers and associates use for the front facing returns experience. The Sr. Director will lead cross-functional teams to reimagine returns processes, deliver innovative solutions, and ensure alignment with the organization's broader operational goals.
What you'll do...
Lead the strategic planning and execution of initiatives to transform the retail returns experience, focusing on customer satisfaction, operational efficiency, and cost optimization.
Oversee the design and implementation of returns programs and policies, ensuring best-in-class customer experience while reducing return-related costs.
Collaborate with e-commerce teams to create seamless, omnichannel returns solutions that enhance the digital customer journey.
Analyze data and industry trends to identify opportunities for innovation and continuous improvement across the Returns experience.
Benchmark returns operations against industry standards and implements best practices to maintain a competitive edge.
Lead large-scale, complex projects and cross-functional work streams, ensuring timely delivery and measurable results.
Build and nurture partnerships with key stakeholders, both internal and external, to drive alignment and support for transformation initiatives.
Foster a culture of integrity, ethics, and continuous learning within the team.
What You'll Bring:
10+ years of progressive leadership experience in retail operations, with a strong focus on returns, e-commerce, or supply chain transformation.
Demonstrated success in leading strategic initiatives that improve customer experience and reduce operational costs.
Strong analytical and data-driven decision-making skills.
Proven ability to innovate and drive change in a fast-paced, complex environment.
Excellent communication, collaboration, and stakeholder management abilities.
Experience leading cross-functional teams and managing large-scale projects.
Commitment to fostering a culture of integrity, ethics, and continuous improvement.
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 unique styles, experiences, identities, ideas, and opinions - while fostering a culture of belonging and awareness. 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 (https://one.walmart.com/) .
The annual salary range for this position is $130,000.00 - $260,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
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Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
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...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Leading a cross-functional team
Masters: Business Administration, Masters: Computer Engineering, Masters: Operations Management
Project Management - Project Management Professional - Certification
Primary Location...
702 Sw 8Th 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.
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, abilities, ideas and opinions- while being inclusive of all people.
