(USA) Senior Director, Operations - Omni Returns, Customer Experience

Sr. Director, Operations Omni Returns, Customer Experience

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 :

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 diversity-unique styles, experiences, identities, abilities, ideas and opinions-while being inclusive of all people.

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 : Stock

Minimum Qualifications :

Preferred Qualifications :

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.