Director, Returns Enablement

Director, Returns Enablement

  • Location SAN BRUNO, CA
  • Career Area Product Management - Technology
  • Job Function Product Management - Technology
  • Employment Type -
  • Position Type -
  • Requisition 1278157BR

What you'll do at

About the Job
Walmart U.S. eCommerce is looking for an executive with strong leadership skills to oversee the returns enablement function to coordinate and lead the implementation of complex, cross-functional, and highly visible strategic return initiatives. This leader will be the returns owner for merchandising and partner solutions as well as the execution of these solutions across channels and through the reverse logistics supply chain. To get an idea, you’ll lead programs such as redefining our returns decision model and coordinating across Walmart.com, Walmart Stores, and Walmart suppliers to create, implement and manage a world-class returns experience.

The returns enablement team will identify the critical performance indicators and business outcomes, and align the execution plans of all key stakeholders and teams to ensure the program achieves it’s desired goals. This leader will apply a general management perspective and problem solving approach, will be agile and able to apply the right frameworks, operating cadence, and business analysis & acumen to each phase of the program lifecycle. As such, this leader will be able to identify key risks, dependencies, and work with the requisite teams to put solutions in place that will achieve the program outcomes.

This returns enablement director will be skilled at engaging and communicating to senior executives across multiple domains, as well as engaging at a detailed level across product management and engineering, strategy, supply chain, retail merchandising, suppliers, customer and store operations, & analytics.

This position reports directly to the VP of Returns Experience of Walmart U.S. eCommerce. Walmart U.S. eCommerce operates several consumer facing shopping experiences including Walmart.com, Jet.com, Hayneedle.com, Modcloth, and Shoes.com.
Job Location: Role will spend time in Sunnyvale, CA, San Bruno CA and Hoboken, NJ

Position Description
The responsibilities of this role include:
 Own the returns experience for retail merchandising and partners
 Drive initiatives and changes to return policies and vendor contracts to improve customer and partner experience
 Work with data science, product and engineering to create item level decision model for ecommerce returns across all channels
 Partner with operations and technology teams to update and maintain the ecommerce contract database and systems infrastructure to provide real time, accurate and complete data upon return initiation
 Partner with retail merchandising teams to define policy, outline initiatives, and roll out and monitor changes
 Create and maintain ecommerce merchant and vendor return dashboards, reporting and analytics
 Partner with stores merchant operations to help drive reductions to category and vendor return rates
 Communicate project benefits and champion returns initiatives throughout the organization.
 Partner with merchandising to establish internal stakeholder panels and seller/supplier focus groups to incorporate feedback into initiative development and improvement.
 Develop thought leadership and help build a world-class Returns Experience team
 Attract, lead and develop best-in-class team members
 Work cross-functionally across multiple locations so communication, collaboration, and organization are key to your success.


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Minimum Qualifications

 Bachelor’s degree required, business, logistics or engineering preferred. MBA from top business school preferred.
 8+ years of experience in strategy, business consulting, merchandising, supply chain or related field
 Ability to connect with senior category teams, set returns strategy and mobilize resources to deliver it
 Experience in an online marketplace
 Uncompromising commitment to the customer
 Experience in leading cross functional teams to solve complex business problems and deploy innovative solutions
 Strong presentation, communication and influencing skills and the ability to interact with executive level business and technical partners
 Track record of delivering results and ability to demonstrate measurable results to business and customer KPIs
 Ability to travel between critical partners in Sunnyvale, CA, San Bruno, CA and Hoboken, NJ
 Strong PowerPoint, Excel and modeling skills
 Self-starter with a strong attention to detail and an ability to deal with ambiguity
 Attitude to thrive in a fun, fast-paced start-up like environment
 Experience leading teams and delivering results in a cross-functional organization
 Belief in our purpose of saving money so our customers can live better

About Walmart.com

The Walmart US eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world’s largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in merchandising, marketing, supply chain, talent and more, we are reimaging the intersection of digital and physical shopping to help achieve that mission.

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All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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