Trust & Safety Manager, Product and Tools

Trust & Safety Manager, Product and Tools

What you'll do

The Trust & Safety (T&S) Group within Walmart Global Ecommerce is responsible for defining, enforcing and promoting policies, programs and products to ensure safe transactions and create trust perception across our marketplace businesses.

In this role, the Trust & Safety Manager, Product & Tools will identify needs, gaps and will work to prevent and troubleshoot any issues in the current production environment and tools used by the T&S Operations team. The Trust & Safety Manager, Product, and Tools will also be responsible for workforce management and ensure that T&S Product and Tools are staffed appropriately at all time to handle incoming case volume.

This role will work closely with the T&S Operations, Analytics and the T&S Rules Manager to maximize efficiencies and push for operational excellence.

The T&S Manager, Product & Tools will partner with Customer Care as well Product and Technology teams.

This role will report into the Sr. Manager, Trust and Safety Programs and Infrastructure.
Ensure daily T&S processes and tools are stable
Triage and work to resolve production issues on T&S tools with our technology partners
Partner with T&S Tools & Product managers to prioritize and implement operational efficiencies
Create, update documentation and training material on T&S Operations tools and products as required
Support T&S Program Managers to enforce their respective policies from an operational perspective
Own workforce management model and T&S Operations staffing requirements

Minimum Qualifications

• 4+ years of hands-on experience managing multiple dependencies in large-scale project or operations work
Experience creating and operational processes and efficiencies
• Extremely organized with excellent attention to detail
• Demonstrated success engaging technology cross-functional teams
• Excellent verbal and written service and communication skills
Experience Interacting with internal support teams to ensure technical issues are resolved in a timely manner.

Additional Qualifications

Strong problem-solving skills
• Proficient in MS excel and SQL
• Ability to analyze data and present findings

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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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