Position Summary...

The Director, Incident Management will oversee the management of ticket, incident, and similar operational workflows that ensure safety and fairness within Last Mile Delivery (LMD) operations. This role requires expertise in program operations, incident management, digital acceleration, and cross-functional collaboration. The position is accountable for core LMD program functions, as described below:

What you'll do...

• Operations: Oversee the execution of multiple high-volume ticket and incident management workflows that impact driver eligibility, appeals, pre-arbitration requests, and legal discovery. Manage intake and communications across multiple channels to resolve tickets and cases quickly for our customers, contracted drivers, and store associates.

• Oversight: Guide the organization on the best use of vendors, internal call center agents, and similar contracted services. Drive effective partnerships and set clear standards, including training. Enable effective quality assurance protocols and workforce capacity projections. Own long term resource planning strategy.

• Process Optimization: Streamline existing processes using automation and AI technology to improve speed, minimize false positives, and enhance driver applicant funnel while maintaining platform integrity. Continual monitoring and improvement of operational health metrics and KPIs, including SLAs and backlogs. 

• Talent Development: Attract, retain, and develop a high-performing team. Provide mentorship and opportunities for growth and development, fostering a culture of innovation and collaboration.

What you'll bring:

• Leadership: Proven ability to lead teams and manage complex situations effectively.

• Digital acceleration: Track record of operationalizing technology that enables team members to work more efficiently and produce better customer outcomes.

• Strategic Planning: Ability to develop long-term plans for vendor and contract management, ensuring consistent service quality and cost-effectiveness.

• Adaptability: Thrive in a dynamic environment and manage multiple priorities.

Qualifications:

• Bachelor’s degree in a related field; Master’s degree preferred.

• Minimum of 10 years of experience in incident management, operations, asset protection, technology or similar roles.

• Proven track record in managing complex workstreams, leading teams, and cross-functional partnerships.

• Knowledge of AI and automation technologies.

• Knowledge of legal discovery and litigation processes.

• Excellent relationship management and communication skills.

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.

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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.

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For information about PTO, see https://one.walmart.com/notices.

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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.

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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.

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For information about benefits and eligibility, see One.Walmart.

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The annual salary range for this position is $110,000.00-$220,000.00

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Additional compensation includes annual or quarterly performance bonuses.

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Additional compensation for certain positions may also include:

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- 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 5 years’ experience in operations, project management, or related area OR 7 years’ experience in operations, project management, or related area. 3 years’ supervisory experience.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Working on cross-functional teams or projects

Masters: Business Administration

Project Management - Project Management Professional - Certification

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of America