(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

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.

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

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.