About Omni Returns
Omni Returns is Walmart’s strategic initiative to transform the post-purchase experience for customers across digital and physical channels. Returns are no longer a backend operational cost — they are a front-line opportunity to build trust, reduce friction, and drive sustainable value. From minimizing returns before they happen to creating seamless, intelligent, and customer-friendly return journeys, Omni Returns plays a pivotal role in shaping the modern Walmart experience.
With millions of returns processed annually, this product domain is at the heart of Walmart’s promise to deliver value, convenience, and service at scale.
About the Role
We are looking for a Director of Product to lead the end-to-end returns experience and return prevention strategy across Walmart’s omnichannel ecosystem. This is a high-impact, highly cross-functional role, ideal for a product leader who thrives at the intersection of customer experience, operational complexity, machine learning, and retail systems.
You will drive a multi-pronged product strategy that:
Prevents Returns Proactively – by improving product detail accuracy, sizing information, and expectation-setting at the point of sale.
Reimagines the Returns Journey – by designing customer-centric, omni-capable flows that make returning items intuitive, fast, and empathetic.
Optimizes Return Decisions – through intelligent automation, data-driven rules, and scalable fraud prevention.
Key Responsibilities
Define & Execute Product Vision
Craft a long-term product strategy to reduce return rates, improve customer satisfaction, and increase cost efficiency.Champion preventative UX and content innovation, return policy evolution, and store tooling enhancements.Lead the Product Roadmap
Prioritize and deliver a balanced roadmap across digital and in-store returns, decision science models, and merchant-facing tools.Set and manage to clear OKRs that reflect both customer experience and operational savings.Cross-Functional Leadership
Partner deeply with engineering, data science, store operations, supply chain, merchants, and CX teams.Influence through trust and clarity — driving alignment across diverse stakeholder groups.Drive Data-Backed Decision Making
Champion experimentation, instrumentation, and metrics including:Return rate by product/categoryCustomer effort score (CES)Cost-to-serve per returnRefund time-to-resolutionModel precision/recall for decisioningElevate Product Practice & Team
Hire, coach, and develop a world-class product team passionate about solving real-world customer and business problems.Foster a culture of customer empathy, rapid iteration, and continuous improvement.Preferred Qualifications
Must-Haves
8+ years of product management experience, with 3+ in a leadership capacity.Deep knowledge of retail operations, eCommerce, and the economics of returns.Demonstrated customer obsession, especially in designing frictionless, empathetic experiences.Fluency with data science concepts, including predictive modeling and real-time decision engines.Proven ability to reduce operational friction through upstream interventions (e.g., PDP content, sizing guidance).Strong cross-functional influence and stakeholder management in a matrixed environment.Sharp executional rigor with structured prioritization, strong communication, and a bias for outcomes.Nice-to-Haves
Experience in fraud or risk decisioning, especially at scale.Familiarity with behavioral economics or cognitive psychology in UX.Exposure to store-based digital experiences (e.g., kiosks, BOPIS returns, associate tools).Track record of launching globally-scalable systems in high-volume settings.Technical background or aptitude — especially with real-time services or APIs.Startup agility — MVP testing, hypothesis-driven iteration, fast decision loops.Passion for sustainability or circular commerce as part of the return prevention strategy.What You’ll Love About This Role
You’ll be shaping one of the most critical, complex, and high-leverage parts of Walmart’s customer and operational journey. You’ll get to blend strategy, service design, data science, and retail tech, working with passionate teams to change how millions of people feel about returning a product.
This is your chance to build something bold that delivers impact at scale — for our customers, our associates, and our bottom line.
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 $130,000.00-$260,000.00
Additional compensation includes annual or quarterly performance bonuses.
Additional compensation for certain positions may also include:
- Stock
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, engineering, or related area and 11 years’ experience in product management. Option 2: 13 years’ experience in product management 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, Engineering, Business Administration, or related area and 10 years’ experience as a product manager, ideally working on consumer-facing, large-scale, highly complex B2B/C products, Supervisory experience, 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.Masters: Business Administration, Masters: Computer Engineering, Masters: Computer SciencePrimary Location...702 Sw 8Th St, Bentonville, AR 72716, United States of America