(USA) Director, Quality Assurance

Walmart • Bentonville, AR

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About The Position

The Director of Continuous Improvement leads monitoring, assurance, risk intelligence, control effectiveness, remediation, and transformation across Last Mile Delivery's Trust and Safety pillar, with a focus on risk operations. The role identifies improvement opportunities, assesses risk and control management, determines root causes, and ensures corrective actions deliver sustainable results. It evolves traditional quality assurance into a closed-loop assurance model that detects systemic issues, drives accountable remediation, and validates effectiveness. The role also leads operational resiliency through process redesign, business continuity, data-driven insights, and technology automation, developing scalable and sustainable solutions.

The Trust & Safety team supports Last Mile Delivery by enabling a safe, fair, and resilient ecosystem for fast and reliable service. The team drives continuous quality improvement through data analysis, root-cause identification, and leadership in quality assurance programs. It collaborates with stakeholders to enhance processes, deliver consistent service, and promote trust with every delivery, while fostering accountability, innovation, operational excellence, and reliability.

Requirements

• Bachelor’s degree in Business, Communications, Education, Engineering, or a related field and 5 years of experience in training, quality, product development, or a related area; or 7 years of experience in training, quality, product development, or a related area.
• Proven leadership experience in continuous improvement, with a focus on root-cause analysis, control effectiveness, process transformation, and operational resiliency.
• Expertise in developing, implementing, and evaluating monitoring programs and processes to enhance customer satisfaction and operational efficiency.
• Ability to analyze complex data, identify behavioral gaps, and recommend actionable improvements.
• Experience managing budgets and resource planning within quality control functions.
• Strong collaboration skills to engage stakeholders and lead cross-functional initiatives.
• Experience leading transformation initiatives involving technology, automation, analytics, or AI-enabled operations.

Nice To Haves

• Experience assessing training programs and customer service levels in a production, sales, or customer service environment.
• Large-scale testing experience.
• Supervisory experience.
• Master’s degree in Business, Communication, Computer Engineering, or Education.
• International Standards Organization certificate.
• Six Sigma certification.

Responsibilities

• Build a risk-based monitoring and assurance approach to identify recurring defects, systemic weaknesses, and emerging operational issues.
• Manage root-cause analysis and remediation, ensuring issues have accountable owners, action plans, timelines, escalation, and effectiveness validation.
• Use data, incidents, and risk signals to identify trends, emerging risks, and proactive recommendations.
• Assess risks and control effectiveness, identify gaps, and drive sustainable remediation.
• Transform operations through process redesign, standardization, automation, and AI.
• Strengthen operational resilience by addressing critical dependencies, vulnerabilities, and failure points.
• Deliver actionable reporting and insights on operational health, risks, controls, and remediation.
• Partner cross-functionally to prioritize systemic improvements and drive sustainable solutions.
• Manage budgets and resource planning within quality control functions.

Benefits

• Medical, vision, and dental coverage.
• 401(k).
• Stock purchase plan.
• Company-paid life insurance.
• Paid time off, including sick leave.
• Parental leave.
• Family care leave.
• Bereavement leave.
• Jury duty leave.
• Voting leave.
• Short-term and long-term disability.
• Company discounts.
• Military Leave Pay.
• Adoption and surrogacy expense reimbursement.
• PTO and/or PPTO that may be used for vacation, sick leave, holidays, or other purposes.
• Walmart-paid education benefits through Live Better U, including tuition, books, and fees for eligible programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Director