About this role
Job
Description
Walmart
Spanish
No. 331-B, KIADB, Hebbal Industrial Estate,
Layout, Mysuru, Karnataka 571130
Version
Summary of changes
Author
Reviewed By
Approved By
Effective Date
1
Initial Version
Sandeep S
29-Jun-2026
Job Description
Assistant Manager – Walmart Spanish
Operations
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Job Summary
The Assistant Manager – Walmart Spanish Operations is responsible for managing end-to-end delivery of Walmart Spanish language
operations, ensuring operational excellence across content validation, data
curation, content moderation, data enrichment, catalogue review, and other
eCommerce support activities.
The role is responsible for driving delivery performance,
quality, productivity, SLA adherence, workforce planning, and continuous
process improvement while leading multiple operational teams consisting of Team
Leads, SMEs, Quality Controllers, Quality Analysts, and Process Associates.
The Assistant Manager serves as the primary operational
bridge between clients, internal stakeholders, and delivery teams to ensure
successful project execution, high customer satisfaction, and sustainable
operational performance.
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Key Responsibilities
Operations & Delivery Management
- Own
end-to-end operational delivery for Walmart Spanish projects.
- Ensure
daily, weekly, and monthly production targets are consistently achieved.
- Drive
operational excellence while maintaining productivity, utilization, and
quality benchmarks.
- Monitor
workflow queues and ensure timely completion of client deliverables.
- Review
operational dashboards and take proactive actions to mitigate delivery
risks.
- Drive
adherence to Service Level Agreements (SLAs), turnaround time (TAT), and
contractual commitments.
- Ensure
optimal resource allocation across projects and shifts.
- Collaborate
with Workforce Management to optimize staffing and scheduling.
- Support
project transitions, ramp-ups, and stabilization activities.
- Drive
operational efficiency through automation and workflow optimization.
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Quality & Process Management
- Ensure
all deliverables comply with Walmart client guidelines and Standard
Operating Procedures (SOPs).
- Drive
process standardization across all operational teams.
- Review
quality dashboards and identify trends affecting overall performance.
- Partner
with Quality Analysts and SMEs to improve process accuracy.
- Conduct
Root Cause Analysis (RCA) for recurring operational issues.
- Implement
Corrective and Preventive Actions (CAPA).
- Ensure
process documentation remains current and compliant.
- Drive
continuous improvement initiatives using Lean and Six Sigma methodologies
where applicable.
- Monitor
audit findings and ensure timely closure of action items.
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Client & Stakeholder Management
- Act
as the primary operational point of contact for client interactions.
- Participate
in governance meetings, operational reviews, and business discussions.
- Present
delivery updates, quality reports, productivity metrics, and improvement
initiatives.
- Build
strong relationships with client stakeholders.
- Handle
critical client escalations professionally and ensure timely resolution.
- Coordinate
with cross-functional teams, including HR, Recruitment, Training, IT, and
Quality.
- Ensure
proactive communication of risks, dependencies, and mitigation plans.
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People Management
Lead and manage Team Leads, SMEs, Quality Controllers,
Quality Analysts, and Process Associates.
Key responsibilities include:
- Drive
employee engagement initiatives.
- Conduct
regular one-on-one meetings.
- Perform
periodic performance reviews.
- Coach
leaders to improve team effectiveness.
- Develop
succession plans for critical roles.
- Drive
employee retention initiatives.
- Manage
attendance, leave, and schedule adherence.
- Identify
high-potential employees.
- Support
internal promotions and career development.
- Partner
with HR on disciplinary actions when required.
- Foster
a culture of accountability, collaboration, and continuous learning.
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Workforce Planning & Resource Management
- Forecast
staffing requirements based on business volumes.
- Coordinate
hiring plans with Recruitment.
- Monitor
utilization across teams.
- Optimize
workforce allocation.
- Support
shift planning and capacity management.
- Ensure
adequate backup planning for business continuity.
- Monitor
ramp-up effectiveness for new hires.
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Reporting & MIS
- Publish
Daily Business Reports (DBR), Weekly Business Reviews (WBR), and Monthly
Business Reviews (MBR).
- Review
productivity, utilization, quality, and SLA dashboards.
- Present
operational insights to leadership.
- Drive
data-based decision-making.
- Ensure
accuracy of operational reports.
- Track
action items until closure.
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Escalation Management
- Own
all operational escalations.
- Resolve
customer-impacting issues within defined timelines.
- Coordinate
with internal stakeholders during critical incidents.
- Maintain
escalation trackers.
- Drive
preventive actions to minimize repeat occurrences.
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Training & Knowledge Management
- Support
onboarding of new employees.
- Ensure
completion of process certifications.
- Identify
knowledge gaps.
- Sponsor
refresher training sessions.
- Encourage
cross-training across teams.
- Ensure
SOP compliance through regular knowledge assessments.
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Process Improvement
- Identify
automation opportunities.
- Eliminate
operational bottlenecks.
- Improve
productivity through workflow optimization.
- Standardize
operational practices.
- Lead
Continuous Improvement projects.
- Encourage
innovation within teams.
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Risk & Compliance
- Ensure
adherence to Information Security policies.
- Maintain
confidentiality of Walmart data.
- Ensure
compliance with client policies.
- Support
internal and external audits.
- Ensure
adherence to organizational compliance standards.
- Drive
awareness of data privacy and security practices.
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Required Qualifications
- Bachelor's
Degree in any discipline.
- Spanish
Language Proficiency (preferred B2/C1 or equivalent).
- Excellent
written and verbal communication in English and Spanish.
- Strong
understanding of Walmart eCommerce operations.
- Proficiency
in Microsoft Excel, Google Sheets, and reporting tools.
- Strong
analytical and problem-solving abilities.
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Experience
- 5–8
years of Operations/BPO/eCommerce experience.
- Minimum
3 years in people management.
- Experience
managing multilingual operations preferred.
- Experience
working with Walmart or Retail Marketplace projects is desirable.
- Exposure
to client-facing operational roles.
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Preferred Skills
- Stakeholder
Management
- Workforce
Planning
- Capacity
Planning
- Performance
Management
- Quality
Governance
- Lean
/ Six Sigma awareness
- Reporting
& Dashboard Management
- Coaching
& Mentoring
- Conflict
Resolution
- Change
Management
- Operational
Excellence
- Process
Transition Management
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Key Competencies
- Leadership
- Customer
Obsession
- Decision
Making
- Business
Acumen
- Accountability
- Ownership
- Collaboration
- Coaching
- Analytical
Thinking
- Continuous
Improvement
- Adaptability
- Problem
Solving
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Key Performance Indicators (KPIs)
Delivery
- SLA
Adherence
- On-Time
Delivery
- Productivity
Achievement
- Throughput
Quality
- Process
Accuracy
- Defect
Reduction
- Audit
Scores
- Compliance
Adherence
Customer
- Client
Satisfaction
- Escalation
Resolution
- Governance
Effectiveness
People
- Employee
Engagement
- Attrition
- Attendance
- Internal
Promotions
- Team
Development
- Succession
Readiness
Financial
- Resource
Utilization
- Cost
Optimization
- Capacity
Utilization
- Overtime
Control
Operational Excellence
- Process
Improvement Initiatives
- Automation
Adoption
- RCA
Effectiveness
- CAPA
Closure
- Risk
Mitigation
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Attitude & Attributes We Look For
- Deliver
beyond commitments with ownership and accountability.
- Demonstrate
a passion for learning and continuous improvement.
- Champion
customer success through quality-focused execution.
- Make
data-driven decisions with a long-term perspective.
- Foster
collaboration, innovation, and inclusivity.
- Embrace
change and adapt quickly to evolving business needs.
- Act
with integrity while maintaining confidentiality and compliance.
- Inspire
and develop teams through coaching, mentoring, and recognition.
Job Description
Team Lead – Walmart Spanish Operations
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Job Summary
The Team Lead – Walmart Spanish Operations is
responsible for managing the day-to-day operations of Walmart Spanish language
projects, ensuring the timely delivery of high-quality outputs while meeting
productivity, quality, and Service Level Agreement (SLA) commitments.
The Team Lead provides operational leadership to a team
of Process Associates, Senior Process Associates, SMEs, and Quality Controllers
by driving performance, coaching employees, resolving operational challenges,
and ensuring adherence to client guidelines and Standard Operating Procedures
(SOPs).
The role acts as the first line of leadership between
Operations Management and the production floor, ensuring smooth workflow
execution, operational discipline, employee engagement, and customer
satisfaction.
---
Key Responsibilities
Operations & Delivery Management
- Manage
day-to-day operations for assigned Walmart Spanish projects.
- Ensure
achievement of daily, weekly, and monthly production targets.
- Monitor
workflow queues and ensure timely completion of assigned tasks.
- Allocate
work effectively based on business priorities, employee capability, and
workload.
- Drive
productivity while maintaining quality and SLA commitments.
- Monitor
team utilization and schedule adherence.
- Ensure
business continuity through effective shift planning and resource
management.
- Track
operational performance and proactively address delivery risks.
- Coordinate
with cross-functional teams to resolve operational dependencies.
- Ensure
uninterrupted workflow execution across all shifts.
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Workflow & Queue Management
- Monitor
production queues and prioritize workloads based on client requirements.
- Balance
workloads among team members to maximize productivity.
- Ensure
timely movement of work items across operational stages.
- Identify
bottlenecks impacting delivery timelines.
- Escalate
workflow constraints to Operations Management.
- Support
business continuity during volume fluctuations and peak periods.
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Quality & Process Management
- Ensure
adherence to Walmart client guidelines, SOPs, and quality standards.
- Review
team quality performance regularly.
- Partner
with Quality Analysts and SMEs to improve process accuracy.
- Conduct
regular quality discussions with team members.
- Monitor
defect trends and implement preventive measures.
- Ensure
timely closure of quality-related action items.
- Drive
process discipline across the team.
- Participate
in calibration sessions and guideline discussions.
- Promote
first-time-right execution across all operational activities.
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People Management & Team Development
Lead and manage Process Associates, Senior Process
Associates, and other direct reports.
Key responsibilities include:
- Conduct
daily team huddles and production meetings.
- Set
clear expectations for productivity, quality, and behavioral performance.
- Conduct
one-on-one meetings and regular coaching sessions.
- Monitor
employee performance against KPIs.
- Prepare
Performance Improvement Plans (PIPs) for low performers.
- Identify
high-performing employees for career development.
- Support
internal promotions and succession planning.
- Drive
employee engagement initiatives.
- Foster
collaboration, accountability, and teamwork.
- Address
employee concerns promptly and professionally.
- Ensure
adherence to attendance, leave, and schedule policies.
- Coordinate
with HR on employee-related matters when required.
- Lead
onboarding and mentoring of new hires until they achieve expected
productivity.
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Performance Management
- Monitor
individual and team performance daily.
- Publish
productivity and quality reports.
- Analyze
performance trends and identify improvement opportunities.