(USA) Senior Manager, Operations

Position Summary...

What you'll do...

Role summary:
The Senior Manager, Incident Management Intake leads the strategic entry point for Trust & Safety incident management across Last Mile Delivery. This role sets the standards for first‑touch decisioning—ensuring incidents are assessed with fairness, accountability, and strong judgment to build trust and defensibility at scale. The Senior Manager partners closely with cross‑functional stakeholders to ensure technical program enhancements, incident quality, and operational outcomes are successful as the business grows. This leader plays a critical role in advancing the Trust & Safety roadmap by evolving intake from a high‑volume operation into a scalable, trusted decisioning function.
About the team:
Incident Management Intake is the front door of Trust & Safety and a critical trust layer within the Spark ecosystem. This high‑volume operational pillar sets the foundation for how incidents are understood, framed, and acted upon across Last Mile Delivery. Intake serves as the operational gateway for Incident Management, ensuring every safety, compliance, and risk signal is handled with accuracy, sound judgment, and speed. The team assesses, structures, and contextualizes incidents using consistent decisioning frameworks, taxonomy, and severity models. Beyond day‑to‑day operations, Intake is a strategic enabler—producing high‑quality inputs, surfacing emerging risks, and supporting fair, accountable, and trusted incident management.
What you'll do:

• Own the strategic and operational direction of the Incident Management Intake function
• Execute and ensure success of the transformation of incident decisioning at scale
• Lead the evolution of Intake from a manual, high‑volume operation to a more intelligent, technology‑enabled system
• Leverage data, quality signals, and operational insights to strengthen decision frameworks and reduce downstream friction
• Identify and surface emerging incident trends and risk signals to inform prevention and platform improvements
• Lead and inspire a team that understands the downstream impact of intake decisions
• Represent Intake as a thought partner in cross‑functional strategy, planning, and transformation initiatives

What you'll bring:

• Senior‑level operational leadership experience in trust & safety, incident management, risk operations, or complex decision‑based environments
• Strong track record of leading teams where judgment, consistency, and defensibility are critical
• Ability to think strategically while operating effectively in a high‑volume, fast‑moving environment
• Experience driving operational transformation through process design, standardization, and technology
• Data‑driven mindset with the ability to translate insights into durable improvements
• Strong cross‑functional leadership skills and comfort influencing without authority
• Clear, confident communication style suited for both frontline teams and senior leadership
• Deep commitment to fairness, accountability, and trust as core operating values

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 $90,000.00 - $180,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
- Stock

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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...

802 Respect Dr, Bentonville, AR 72716, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.