Position Summary...The Senior Manager, Associate Experience leads the strategy and execution of communications, engagement, and associate experience initiatives across Marketplace Seller Support and Risk Operations. This leader shapes executive and organizational narratives, strengthens associate connection and engagement, and builds an ongoing listening strategy that translates feedback into measurable improvements.
Serving as a trusted advisor to senior leadership, the Senior Manager owns executive communications, organizational announcements, All-Hands, newsletters, recognition, and engagement programs while establishing new capabilities in associate listening, experience measurement, and continuous improvement.
This is a hands-on leadership role requiring exceptional writing, editorial judgment, strategic thinking, and execution. The Senior Manager will build a globally scalable, insight-driven associate experience function that helps associates stay informed, feel heard, adopt change, and perform at their best.
What you'll do...Executive & Organizational Communications- Lead executive and organizational communications across MSSPR, shaping clear, compelling narratives that connect business strategy, priorities, and performance to the associate experience.
- Serve as a trusted communications advisor to senior leaders, providing strategic counsel, editorial direction, and thoughtful challenge on messaging, timing, and delivery.
- Personally develop, write, edit, and deliver executive messages, organizational announcements, business updates, and other high-impact communications.
- Establish editorial standards, approval protocols, and communications governance to ensure accuracy, consistency, appropriate executive alignment, and sound judgment.
- Translate complex business, organizational, and operational changes into accessible, actionable communications for diverse audiences.
Associate Engagement & Connection- Own the strategy, planning, production, and execution of MSSPR All-Hands, newsletters, recognition programs, and associate engagement initiatives.
- Build programs that strengthen connection, belonging, recognition, and understanding of organizational priorities.
- Develop a coordinated editorial and engagement calendar that balances business communications, associate needs, and organizational priorities.
- Evaluate engagement effectiveness and continuously refine channels, formats, and programs to improve reach, participation, and impact.
Associate Listening & Insights- Design and lead an ongoing associate listening strategy, including recurring pulse surveys, always-on feedback channels, and targeted listening sessions.
- Establish representative listening approaches across Seller Support, Risk Operations, countries, and BPO partners while minimizing survey fatigue.
- Analyze associate feedback, sentiment, and experience data to identify trends, systemic challenges, and emerging opportunities.
- Translate insights into actionable recommendations and partner with business leaders to prioritize and address experience gaps.
- Establish closed-loop feedback practices that demonstrate how associate input informs decisions and improvements.
Associate Journey & Experience Improvement- Map and assess the end-to-end associate journey, identifying critical moments across onboarding, training, production readiness, tooling, knowledge access, development, and organizational change.
- Identify friction points and gaps that affect associate effectiveness, confidence, engagement, and day-to-day experience.
- Partner with Operations, Product, Technology, HR, and Capability leaders to establish improvement plans, clarify ownership, and track execution.
- Drive measurable improvements in targeted experience areas while maintaining clear accountability with the teams responsible for implementing solutions.
Change Communications & Adoption- Develop and execute communications strategies that support organizational transformation, technology launches, process changes, and evolving ways of working.
- Partner with business and change leaders to assess audience impacts, anticipate resistance, and reinforce understanding and adoption.
- Measure communication effectiveness and change adoption, using feedback and behavioral insights to refine messaging and support.
- Ensure associates receive timely, relevant information that helps them understand what is changing, why it matters, and what action is required.
Global Associate Experience & Regionalization- Establish a Bentonville-led hub-and-spoke associate experience model with consistent strategy, standards, and governance across Marketplace operations.
- Partner with regional leaders to adapt communications, listening approaches, and engagement initiatives to local languages, cultures, and operational environments.
- Ensure internal associates and BPO partners receive relevant business and operational communications while tailoring engagement and recognition programs to appropriate audiences.
- Establish consistent experience measures across regions while accounting for local needs and differences.
Measurement, Governance & Operational Excellence- Establish KPIs for associate engagement, communication effectiveness, change adoption, and experience improvement.
- Use quantitative and qualitative insights to measure sentiment, comprehension, adoption, and reduction in associate friction.
- Develop dashboards and executive reporting that connect associate experience trends to business priorities and improvement actions.
- Own end-to-end execution of the function, including planning, content development, production, stakeholder coordination, approvals, and delivery.
- Establish scalable workflows, prioritization, and operating practices that improve speed, quality, consistency, and productivity.
- Leverage technology, AI, and automation to streamline communications production, listening analysis, and reporting without compromising accuracy or human judgment.
What You'll Bring- Demonstrated experience leading internal or executive communications, associate engagement, employee experience, or related functions in a complex organization.
- Exceptional writing, editing, storytelling, and executive communications skills, with the ability to translate complex information into concise, compelling, human-centered messages.
- Proven ability to advise senior executives, shape organizational narratives, challenge assumptions, and exercise sound judgment in sensitive communications.
- Experience personally managing communications programs and channels, including executive messaging, newsletters, town halls, organizational announcements, and engagement initiatives.
- Experience designing or managing associate listening programs, pulse surveys, feedback mechanisms, and engagement measurement.
- Strong analytical skills with the ability to translate qualitative and quantitative insights into actionable recommendations and measurable improvements.
- Experience leading cross-functional initiatives and influencing outcomes without direct authority.
- Strong understanding of change communications, organizational adoption, and employee experience improvement.
- Ability to balance strategic planning with hands-on execution, manage competing priorities, and deliver high-quality work in a fast-paced environment.
- Experience supporting global, distributed, frontline, or BPO populations preferred.
- Fluency with modern communications platforms, survey tools, analytics, AI, and automation.
- Strong business acumen, relationship-building skills, discretion, and executive presence.
What Success Looks LikeA globally connected MSSPR organization where associates are informed, engaged, heard, and supported in doing their best work.
Executive communications are clear, credible, and aligned with business priorities. Associates understand and adopt change. Listening programs surface meaningful insights, and cross-functional partners act on them. Engagement improves, day-to-day friction decreases, and leadership has measurable visibility into the associate experience.
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Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications: Bachelor's degree in Business Administration, Engineering, Operations , or related field and 3 years' experience in operations, project management, or related area OR 5 years' experience in operations, project management, or related area. 1 year's supervisory experience.
Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Leadership of cross-functional task forces or projects
Masters, Masters: Operations Management
Project Management - Project Management Professional - Certification
Primary Location...1601 SE 10th St, Bentonville, AR 72716, United States of America
