Senior Manager, Program Management

Position SummaryThe Senior Manager, Program Management will lead the strategy, performance management, and continuous improvement of eCommerce customer experience, with a primary focus on Net Promoter Score (NPS) and Perfect Order (POR).
What you'll doThe Senior Manager, Program Management is responsible for establishing and managing the performance framework for eCommerce NPS and Perfect Order, including KPIs, reporting, root-cause analysis, and improvement plans. This role will lead regular performance reviews to identify customer pain points, operational gaps, and emerging trends across the end-to-end order journey. Insights will be translated into clear actions, priorities, and recommendations designed to improve customer satisfaction and Perfect Order performance.
A key responsibility is driving cross-functional accountability for identified opportunities. The Senior Manager will work with Operations, Product, Technology, eComm, Supply Chain, and other cross functional partners to establish ownership, define corrective actions, track progress, and ensure initiatives deliver measurable improvements.
The role will also develop the longer-term strategy and roadmap for NPS and Perfect Order, identifying opportunities and prioritization to improve the customer experience through enhanced processes, capabilities, technology, and operating practices.
Leadership ExpectationsRespect the Individual: Demonstrates and encourages respect for others;
drives a positive associate and customer experience for all;
embraces differences inpeople, cultures, ideas, and experiences;
supports workplaces where associates feel seen and connected through a culture of belonging, so all associates thrive and perform;
contributes to an environment allowing everyone to bring their best selves to work. Demonstrates engagement and commitment to the team, developing others through feedback, coaching, mentoring, and developmental opportunities;
and recognizes others’ contributions and accomplishments. Builds strong and trusting relationships with team members and business partners;
works collaboratively to achieve objectives;
communicates with impact and listens attentively to a range of audiences;
and demonstrates energyand positivity for own work.
Acts with IntegrityMaintains and promotes the highest standards of integrity, ethics and compliance;
models the Walmart values and leads by example to foster our culture;
supports Walmart’s goalof becoming a regenerative company by making a positive impact for associates, customers, and the world around us (e.G., creating a sense of belonging, eliminating waste, participating in local giving). Follows the law, our code of conduct and company policies, and encourages others to do the same;
supports an environmentwhere associates feel comfortable sharing concerns;
reinforces our culture of non-retaliation;
listens to concerns raised by associates and takes action;
acts with accountability for achieving results in a way that is consistent with our values. Is consistently humble, self-aware, honest, and transparent.
Serve our CustomersDelivers results while putting the customer first and applying an omni-merchant mindset and acts with an Every Day Low Cost mindset to drive value and Every Day Low Prices for customers. Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans.
Strive for ExcellenceConsistently raises the bar and seeks to improve;
demonstrates curiosity and a growth mindset;
seeks feedback, asks thoughtful questions;
supports innovation andintelligent risk-taking;
and exhibits resiliencein the face of setbacks. Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.
The pay range for this position is $109,400.00 - $150,480.00. Pay will be determined based on relevant experience.
L’échelle salariale pour ce poste est de 109,400.00 à 150,480.00. La rémunération sera déterminée en fonction de l’expérience pertinente.
Minimum QualificationsOutlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Preferred QualificationsOutlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Walmart will accommodate the disability-related needs of applicants and associates as required by law.
Primary Location1940 Argenita Rd, Mississauga, ON L5N 1P9, Canada
Important Note: To support resume screening, interviews and other candidate evaluations, we may use artificial intelligence-powered tools, including internal or third-party developed automated decision-making tools. For more information, see Walmart Canada Job Applicant Privacy Notice.
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