Sr. Manager, Trust & Safety Escalation and Brand R...

Sr. Manager, Trust & Safety Escalation and Brand Reputation

  • Location SAN BRUNO, CA
  • Career Area Legal, Compliance and Ethics
  • Job Function Ethics
  • Employment Type -
  • Position Type -
  • Requisition 1277483BR

What you'll do at

Senior Manager, Trust and Safety Trust & Safety Escalations and Brand Reputation is responsible for preventing and managing internal and external escalations which may impact the Walmart brand reputation, online and offline.

In this new role, the Manager/ Sr Manager will be accountable to mitigate all types of internal and external escalations as well as anticipate emerging threats.

The position will report into the Director for Trust & Safety and will partner with the Trust and Safety Team, Walmart and Jet Marketplace and Retail teams, Customer Support, Legal, Marketing, Social Media, Corporate Affairs and Technology.

This position must also cultivate an environment where the candidate respects and adheres to company standards of integrity and ethics while developing and leveraging internal and external partnerships and networks to maximize the achievement of business goals.

• Scale the existing infrastructure (people, process and product) in place to deal with external and internal escalations in the most efficient manner while minimizing risks to the brand reputation and media exposure

• Build with all appropriate stakeholders a global framework to identify trends and prevent potential internal and external threats to the reputation of Walmart.com brands

• Generate insights from past and emerging threats and create adequate reporting for all stakeholders as required

• Provide training, define, communicate and uphold operating standards as required among all partners teams

The ideal candidate will be highly customer focused. The position requires a hands-on, entrepreneurial style, 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, operates with a sense of urgency, can handle controversy, and makes decisions firmly and objectively.

Minimum Qualifications

- Bachelors degree or 5 years related work experience.
- 4 years’ experience in risk and fraud management, policy management, risk assessments, threat management and risk operations or 5 years in Customer Support, Audit or Compliance department
- 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 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
- Strong verbal and written communications skills with people at a variety of levels.

Preferred Qualifications

- Experience operating in a fast-paced, rapidly changing environment with matrixed reporting and while relying on others.
- Familiarity with the eCommerce customer experience, site and business.
- Experience working with external stakeholders, industry partners, and government regulators.

About Walmart.com

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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