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Senior Manager, Business Operations eCommerce

Senior Manager, Business Operations eCommerce

WalmartBentonville, AR, US
30+ days ago
Job type
  • Full-time
Job description

Position Summary

What you'll do...

Key Responsibilities

AI Evaluation & Transparency

  • Manage dashboards connecting capability metrics (ACI) with business metrics (Scorecard) to surface what's working and what isn't.
  • Maintain golden datasets for benchmarking model relevance, execution accuracy, personalization, and compliance.
  • Partner with AI Tech and Tech Ops to calibrate LLM-as-Judge and ensure automated evaluation remains aligned with human judgment.

Shopper Experience Quality & Audits

  • Conduct periodic audits of shopper-facing AI experiences (answers, nudges, recommendations, in-shop chat).
  • Define and monitor KPIs for intent recognition, execution accuracy, and personalization precision.
  • Run cross-journey evaluations (Events, Essentials, Discovery, Raptor baskets) to identify friction or divergence patterns.

    • SOP Governance & Continuous Improvement

  • Own and evolve SOPs for annotation, labeling, and evaluation to reflect changing features and customer contexts.
  • Capture and codify new edge cases (multimodal queries, accessibility, household profiles) into updated labeling guides.
  • Ensure all SOPs align with shopper-first outcomes and compliance (ADA, HIPAA, privacy).

    • Human + AI Divergence Monitoring

  • Track variance between human labels, automated judgments, and live model outputs.
  • Create structured escalation paths for high-risk failures (irrelevant, unsafe, or biased responses).
  • Quantify divergence trends and drive remediation with Product and ML Engineering.

    • Vendor & Partner Management

  • Manage external labeling partners, ensuring throughput, accuracy, and compliance SLAs.
  • Deliver training grounded in real Sparky interactions and golden dataset examples.
  • Audit vendor output and hold partners accountable for quality metrics.

    • Closed-Loop Feedback & Model Integration

  • Operate the feedback flywheel linking :
  • Shopper signals (thumbs up / down, drop-offs, basket edits) ?
  • Human review & annotation ?
  • Automated LLM evaluation ?
  • Product & ML updates.
  • Ensure insights translate into measurable improvement in personalization, nudge effectiveness, and conversational trust.

    • Qualifications

  • 24 years in AI operations, ML evaluation, or eCommerce data quality; experience managing annotation or human-in-the-loop programs preferred.
  • Working knowledge of AI evaluation frameworks (LLM-as-Judge, golden datasets, A / B testing).
  • Skilled in KPI design, audit processes, and vendor oversight.
  • Analytical storyteller able to link model metrics to business outcomes.
  • Obsessed with customer trust, transparency, and continuous improvement.

    • Minimum Qualifications

    Bachelor's degree in information technology, computer science, or related area and 5 years' experience in eCommerce merchandising, site operations, business management, or related area OR 7 years' experience in eCommerce merchandising, site operations, business management, information technology, computer science or related area. 2 years' supervisory experience.

    Preferred Qualifications

    ECommerce Merchandising, Site Operations, Business Management, or related area, Master's degree in Information Technology, Computer Science, or related area.

    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.

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    Operation Manager • Bentonville, AR, US

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