Director, Returns Policy
- Location SUNNYVALE, CA
- Department Supply Chain & Logistics
- Team Supply Chain and Logistics
- Employment Type -
- Position -
- Requisition 839342BR
What you'll do atWalmart U.S. eCommerce is looking for an executive with strong leadership skills to oversee the returns policy function to coordinate and lead the implementation of complex, cross-functional, and highly visible strategic return initiatives. To get an idea, you’ll lead programs such as our Marketplace Returns and coordinate across Walmart.com, Walmart Stores, Jet.com, Walmart Subsidiaries and Walmart Marketplace Sellers to create, implement and manage a world-class returns experience.
The returns policy 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 policy leader 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 merchandizing, marketing, 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.
The responsibilities of this role include:
Drive initiatives and changes to return policies to improve customer experience
Partner with retail teams including merchandising and partner management to define policy, outline initiatives, and roll out and monitor changes.
Build a business case for policy changes and obtain approval and funding from stakeholders
Communicate project benefits and champion returns initiatives throughout the organization.
Partner with merchandising and partner management 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.
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 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
Strong PowerPoint, Excel and modeling skills
Excellent written and verbal communication skills with ability to champion products throughout the organization
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
Be the customer: You have a deep understanding of how to connect with and develop amazing experience for customers/partners
Belief in our purpose of saving money so our customers can live better
Belief in our culture to fulfill this purpose through our core values of service to the customer, striving for excellence, respect for the individual, and acting with integrity.
- 10 years experience in supply chain processes.
- 5 years experience in the eCommerce industry.
- 5 years experience working with international markets.
- Master s degree in Supply Chain, Business, or related field.
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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