Director, Trust & Safety Operations

Director, Trust & Safety Operations

  • Location SAN BRUNO, CA
  • Career Area Legal, Compliance and Ethics
  • Job Function Compliance
  • Employment Type -
  • Position Type -
  • Requisition 1137366BR

What you'll do at

The Director of Trust and Safety (T&S) Operations is responsible for managing Trust and Safety support and outsourcing teams.
In this new role, the Director will manage a distributed team in charge of handling item and seller risk management, fraud, intellectual property and anti-counterfeit operations across multiple locations.
Reporting into the Sr. Director Trust and Safety, the Director of T&S Operations will partner with Merchants, Compliance, Customer Support, Corporate Affairs, Legal, Finance, Technology and Analytics to build a robust and scalable team.
This position must also develop and implement strategies to attract and maintain a highly skilled and engaged workforce, cultivate an environment where associates respect and adhere to company standards of integrity and ethics while developing and leveraging internal and external partnerships and networks to maximize the achievement of business goals.

1. Work with our Operations partners for day-to-day management of T&S Operations and support teams, including outsourcing, to ensure adherence to agreed service level goals
2. Build short- and long-term capacity planning to support T&S strategy and goals as appropriate
3. Support implementation of existing and future T&S programs as required
4. Work with our technology partners to build scalable products and tools for the T&S Operations teams
5. Develop and optimize processes for managing trust and safety escalations and other customer- and seller-facing programs.

The ideal candidate will be highly motivated and customer focused. The position requires a hands-on, entrepreneurial style – one that looks to become personally involved to whatever degree necessary to manage functional responsibility and key relationships. We are looking for a cross-functional team player who drives hard, can handle controversy, and makes decisions firmly and objectively.


Minimum Qualifications

- BA/BS degree
- Minimum of 10+ years related experience in a relevant field. Previous fraud, risk management, policy, ecommerce experience in the consumer or retail space required.
- Experience operating in a fast-paced, rapidly changing environment with matrixed reporting and while relying on others.
- Proven track record in operations management, with measurable and demonstrated process improvement results
- Strong management skills; sets clear priorities and performance goals for the team and eliminates barriers to the team’s success.
- Proven results of balancing due diligence while delivering fast outcomes that our customers love.
- Smart, organized analytical thinker, with the ability to perform detailed analysis of numerous metrics.
- Skill set requirements are as follows: facilitation, leadership, portfolio management and execution, communication with diverse audiences and stakeholders, at all levels, including senior executives and customer service. Track record of articulating pragmatic, sensible and simple service approaches while executing across multiple competing priorities.
- Strong verbal and written communications skills with people at a variety of levels.
- Experience working internationally, and a global mindset.

Preferred Qualifications

- MS/MA/MBA desired.
- Familiarity with the customer experience, site and business.
- Experience working with external stakeholders, industry partners, and government regulators.


The Walmart US eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world’s largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in merchandising, marketing, supply chain, talent and more, we are reimaging the intersection of digital and physical shopping to help achieve that mission.

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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

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