Trust & Safety Supervisor, Partner Operations

Trust & Safety Supervisor, Partner Operations

  • Location SALT LAKE CITY, UT
  • Career Area -
  • Job Function -
  • Employment Type -
  • Position Type -
  • Requisition GH1249748

What you'll do at

Trust & Safety Supervisor, Partner Operations 


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.

What you'll do

Walmart Partner Operations is looking for a proven leader to supervise our growing Trust & Safety team within our Salt Lake City eCommerce location. The Trust and Safety Partner Operations Supervisor will support, develop, and drive performance overseeing a team of Trust & Safety Specialists who review and respond to Trust and Safety cases, legal claims and support other Trust and Safety areas as needed to support the business.

In this role, the Trust and Safety Supervisor will be required to demonstrate ability to understand Trust and Safety policies; researching and resolving escalated and complex issues and legal claims; and collaborates with cross-functional groups while developing their teams to do the same. The ideal candidate will need to be passionate about Trust and Safety, risk management, solving problems, people development, and doing what is right for the customer and Walmart.

Essential Functions:

  • Provide personal development and performance management of all levels of the team (ex., Team Leads, Sr. Specialists, and Agents).
  • Executes defined Trust & Safety processes by collaborating with team members and cross-functional partners to ensure the needs of the customer and business are met.
  • Supports Trust and Safety team with other functions including but not limited to handling customer reports and escalations, communicating with third party sellers, brand and rights holders, researching and resolving customer and third-party seller’s issues, based on business needs and risks identified
  • Communicate in a timely and effective manner (i.e. managing emails and communicating critical updates with the appropriate delivery).
  • Responsible to provide weekly updates to relevant stakeholders within San Bruno and/or SLC
  • Direct the daily flow of the work assignments and tasks to the team.
  • Develop a monthly and weekly strategy plan to support company and departmental objectives.
  • Align activity to meaningful goals that produce sustainable results in conjunction with overall company and departmental strategy.
  • Conduct a weekly strategy meeting with Team Lead to discuss priorities, goals, and objectives that drives performance for every team member.
  • Conduct a bi-weekly 1x1 with each direct report to discuss overall performance, behavior, and provide coaching for improvement.
  • Complete regular touchpoints with each direct report to follow up on commitments and check-in on work.
  • Daily review of KPIs and performance reports to see outliers and provide feedback opportunities for team and agent development (i.e. set priorities, goals and plans to address deficiencies).
  • Identify trends and processes that are negatively impacting the member, associate, or merchant experience and provide recommendations for improvement.
  • Understanding and address training gaps within the team (seek ways to develop, coordinate and facilitate trainings for sustained team and individual improvement).
  • Ensure information is retained and implemented.
  • Foster an environment that promotes team morale through teambuilding, teamwork, and recognizing/celebrating success.
  • Conduct huddles and calibrations weekly to improve performance and address issues within the team.
  • Utilize coaching tracker to organize, document and maintain a profile of each direct report- focus on the overall performance of each employee, including, but not limited to opportunities, strengths, and keep engaged in the process of performance management.
  • Ensure information is retained and implemented.
  • Disseminate critical updates of business processes and initiatives to the team
  • Manage team attendance, payroll, and other administrative tasks. 
  • Maintain reasonable, consistent, and predictable attendance.

Minimum Qualifications

  • Minimum of 2 years of experience in eCommerce environment
  • Minimum of 90 days of experience working in Trust & Safety team
  • Experience in a Proactive & Reactive Call/Contact Center
  • Proficiency with MS Office suite
  • Ability to work well in fast paced work environment
  • Capable of building and maintaining effective working relationships with all levels of management and staff
  • Ability to handle complex issues and make independent decisions about what data and approach is best for the task at hand
  • Excellent written and verbal communication, initiative, and solid judgment abilities/skills
  • Excellent organizational skills and ability to work independently
  • Creativity, communication, and problem-solving skills

Preferred Qualifications

  • Minimum of 2 years of experience supervising a team of direct reports
  • Strong research and analytical skills
  • Analyzing, summarizing, and responding to legal requests and other documents
  • 1+ years’ experience addressing investigations related to ecommerce, risk management, online payments, or other digital fraud
  • Bachelor’s degree

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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