Position Summary...

The Sr. Manager, Omni Returns Customer Trust is responsible for shaping and scaling how trust is operationalized across the Omni returns experience. This role sits at the intersection of customer experience, risk mitigation, and policy strategy, driving initiatives that protect the business while preserving a seamless experience for the vast majority of customers.
This associate will partner cross-functionally to design and implement intelligent, data-driven approaches to returns, leveraging advanced decisioning capabilities to differentiate experiences based on customer behavior and risk signals. The role requires balancing customer trust, operational efficiency, and financial outcomes within a highly dynamic and evolving environment.

About the team:

Our team leads the omni returns customer experience, focusing on reducing friction for customers and associates while managing risk. Operating at the intersection of customer experience, operations, and risk, we design and execute return processes across multiple channels. We collaborate with eCommerce, Marketplace, Last Mile Delivery, Asset Protection, and Customer Care to deliver consistent, scalable solutions. The team balances strategic planning and execution to ensure a seamless experience for customers while maintaining disciplined cost control and trust management. This role supports cross-functional leadership to drive business efficiency and customer satisfaction.

What you'll do...

• Lead customer trust strategy for omni-channel returns, balancing seamless experiences with effective risk mitigation
• Partner with fraud, product, engineering, and operations to implement data-driven decisioning frameworks
• Define and evolve tools and operations that tailors returns experiences based on customer behavior and trust signals
• Establish policies, guardrails, and exceptions to drive consistency and clarity across eCommerce and stores
• Leverage data and experimentation to improve performance, customer satisfaction, and cost outcomes
• Lead complex, cross-functional initiatives end-to-end in ambiguous environments
• Influence roadmaps through strong partnerships across business, product, and technical teams
• Champion integrity, ethics, and continuous improvement

What you'll bring:

• Experience in eCommerce, omnichannel retail, operations, product, or related domains; exposure to returns, customer experience, or risk/fraud preferred
• Strong analytical skills with the ability to translate data into actionable strategies
• Proven ability to lead complex, cross-functional initiatives at scale in ambiguous environments
• Working knowledge of AI/ML-driven decisioning (e.g., rules engines, risk scoring, segmentation) and ability to partner with technical teams
• Demonstrated judgment in balancing customer experience, cost, and risk trade-offs
• Strong communication and stakeholder management skills with the ability to influence across levels

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.
The annual salary range for this position is $90,000.00 - $180,000.00 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 3 years’ experience in operations, project management, or related area OR 5 years’ experience in operations, project management, or related area. 1 year’s supervisory experience.

Preferred Qualifications...

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

Leadership of cross-functional task forces or projectsMasters, Masters: Operations ManagementProject Management - Project Management Professional - Certification

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of AmericaWalmart 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.