(USA) Principal, Technology Operations - Cross-Border Experience

Summary

(USA) Principal, Technology Operations - Cross-Border Experience

Multiple locations Regular/ Permanent Salaried

Position Summary...

What you'll do...

Role summary: As the Principal, Technology Operations, you will define and deliver best-in-class cross-border customer and seller experiences by working backwards from their needs. You will identify and address friction points across the end-to-end journey from discovery and checkout to delivery, returns, customer care, fraud prevention, and seller enablement to improve conversion, trust, satisfaction, and retention. Partnering across Product, Engineering, Operations, and Business teams, you will lead strategic initiatives that simplify complex experiences, improve transparency, and scale consistent cross-border capabilities. This role requires strong customer obsession, analytical thinking, and experience designing seamless eCommerce experiences across international markets. Locations: Bentonville, Bellevue (Seattle), Sunnyvale. About the team: The Walmart US eCommerce Cross Border Solutions team delivers innovative solutions that empower Marketplace sellers to offer seamless, trusted experiences worldwide. Collaborating closely with Product, Engineering, PMO, and Operations, the team scales customer- and seller-facing capabilities across existing and emerging international markets. With expertise in program execution, stakeholder engagement, and data-driven decision-making, the team enhances customer satisfaction, seller success, and operational readiness. Focused on experience quality and continuous improvement, the team supports Walmart's mission by delivering scalable solutions that drive positive outcomes for customers, sellers, and the business. What you'll do:

• Lead planning and execution of large-scale initiatives focused on customer and seller experience, aligned with business objectives and international expansion.
• Partner with Product, Engineering, Analytics, Customer Care, Trust & Safety, and Operations to deliver scalable experience solutions.
• Own end-to-end customer and seller experience across cross-border journeys, including customer care, fraud, escalations, and seller support.
• Use data and customer insights to identify friction points, prioritize improvements, and measure experience health.
• Drive cross-functional resolution of operational issues and ensure experience capabilities are scalable, compliant, and launch-ready across new markets.

What you'll bring:

• Strong experience leading customer and seller experience initiatives in eCommerce, marketplace, or international business environments.
• Proven ability to partner with Product, Engineering, Analytics, Customer Care, Trust & Safety, and Operations to deliver complex, cross-functional technology programs.
• Deep understanding of customer behavior, seller journeys, and the operational drivers of trust, satisfaction, adoption, and retention.
• Experience leveraging customer feedback, operational metrics, and data to identify friction points, prioritize improvements, and measure business impact.
• Excellent stakeholder management, communication, and leadership skills with a track record of influencing decisions and driving scalable customer and seller experience improvements across multiple markets.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 5 years' experience in project management, program management, program operations, or related area. Option 2: 7 years' experience in project management, program management, program operations, or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Master's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 4 years' experience in project management, program management, program operations, or related area. We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart's accessibility standards and guidelines for supporting an inclusive culture.

Primary Location...

1601 SE 10th 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.

Job Description

(USA) Principal, Technology Operations - Cross-Border Experience

Multiple locations Regular/ Permanent Salaried

Position Summary...

What you'll do...

Role summary: As the Principal, Technology Operations, you will define and deliver best-in-class cross-border customer and seller experiences by working backwards from their needs. You will identify and address friction points across the end-to-end journey from discovery and checkout to delivery, returns, customer care, fraud prevention, and seller enablement to improve conversion, trust, satisfaction, and retention. Partnering across Product, Engineering, Operations, and Business teams, you will lead strategic initiatives that simplify complex experiences, improve transparency, and scale consistent cross-border capabilities. This role requires strong customer obsession, analytical thinking, and experience designing seamless eCommerce experiences across international markets. Locations: Bentonville, Bellevue (Seattle), Sunnyvale. About the team: The Walmart US eCommerce Cross Border Solutions team delivers innovative solutions that empower Marketplace sellers to offer seamless, trusted experiences worldwide. Collaborating closely with Product, Engineering, PMO, and Operations, the team scales customer- and seller-facing capabilities across existing and emerging international markets. With expertise in program execution, stakeholder engagement, and data-driven decision-making, the team enhances customer satisfaction, seller success, and operational readiness. Focused on experience quality and continuous improvement, the team supports Walmart's mission by delivering scalable solutions that drive positive outcomes for customers, sellers, and the business. What you'll do:

• Lead planning and execution of large-scale initiatives focused on customer and seller experience, aligned with business objectives and international expansion.
• Partner with Product, Engineering, Analytics, Customer Care, Trust & Safety, and Operations to deliver scalable experience solutions.
• Own end-to-end customer and seller experience across cross-border journeys, including customer care, fraud, escalations, and seller support.
• Use data and customer insights to identify friction points, prioritize improvements, and measure experience health.
• Drive cross-functional resolution of operational issues and ensure experience capabilities are scalable, compliant, and launch-ready across new markets.

What you'll bring:

• Strong experience leading customer and seller experience initiatives in eCommerce, marketplace, or international business environments.
• Proven ability to partner with Product, Engineering, Analytics, Customer Care, Trust & Safety, and Operations to deliver complex, cross-functional technology programs.
• Deep understanding of customer behavior, seller journeys, and the operational drivers of trust, satisfaction, adoption, and retention.
• Experience leveraging customer feedback, operational metrics, and data to identify friction points, prioritize improvements, and measure business impact.
• Excellent stakeholder management, communication, and leadership skills with a track record of influencing decisions and driving scalable customer and seller experience improvements across multiple markets.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 5 years' experience in project management, program management, program operations, or related area. Option 2: 7 years' experience in project management, program management, program operations, or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Master's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 4 years' experience in project management, program management, program operations, or related area. We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart's accessibility standards and guidelines for supporting an inclusive culture.

Primary Location...

1601 SE 10th 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.