Senior Analyst, Operations

Walmart • Bentonville, AR

7d • $60,000 - $110,000 • Onsite

About The Position

The Driver Appeals team sits within Last Mile Delivery and supports the Incident Management program, a high‑volume, high‑impact operational function. Appeals drives clarity, alignment, and execution across key initiatives, product improvements, and process optimization. Our mission is to enable seamless collaboration and deliver outcomes that strengthen Incident Management operations. What We Do Drive strategic alignment Deliver actionable insights, define and monitor KPIs, and build frameworks that guide business decisions and improve operational performance. Support product and process excellence Partner across Incident Management to improve workflows, support issue resolution, and contribute to operational initiatives through requirements gathering, documentation, and cross‑functional collaboration. Optimize operations Build and maintain communications, SOPs, and knowledge resources that support efficient, consistent, and scalable workflows. What You’ll Do Review and evaluate appeals cases with accuracy and consistency, ensuring decisions align with established policies, procedures, and governance standards. Investigate complex issues by gathering and analyzing relevant information, identifying root causes, and determining appropriate resolutions. Partner cross‑functionally with teams including Incident Management, Product, Engineering, Legal, Applied AI, and Operations to resolve cases, clarify policy application, and improve workflows. Track case trends, recurring issues, and operational risks, surfacing insights and recommendations that improve quality, efficiency, and decision consistency. Communicate clearly with stakeholders on case outcomes, policy interpretations, risks, and process gaps to ensure transparency and alignment. Contribute to continuous improvement by identifying opportunities to streamline appeals workflows, reduce manual effort, and improve the overall analyst and stakeholder experience. Build and maintain strong working relationships with key partners to support effective execution and consistent decision‑making across the program.

Requirements

• Experience handling appeals, investigations, case reviews, or similar operational work requiring strong judgment, consistency, and attention to detail.
• Strong analytical and problem‑solving skills, with the ability to assess complex situations, identify patterns or root causes, and make sound, policy-aligned decisions.
• Operational discipline and ownership, including the ability to manage high case volumes, prioritize effectively, and escalate risks or blockers when needed.
• Excellent written and verbal communication skills, with the ability to clearly explain decisions, document findings, and collaborate with cross‑functional partners.
• A continuous improvement mindset, with a track record of identifying process gaps and helping implement scalable, repeatable solutions.
• Adaptability in fast‑paced, high‑impact environments where policies, tools, and business needs may evolve quickly.
• Bachelor’s degree in Business Administration, Engineering, Operations , or related field OR 2 years’ experience in operations, project management, or related area.

Nice To Haves

• Experience working in high‑volume, operationally complex environments such as Trust & Safety, delivery platforms, marketplaces, customer support, or compliance‑driven operations.
• Are comfortable navigating gray areas and applying policy with consistency and sound judgment.
• Have experience using tools such as Airtable, Loop, Confluence, Jira, or similar platforms to manage workflows and improve transparency.
• Have worked closely with cross‑functional partners to resolve escalations, improve policy enforcement, or drive operational improvements.
• Think in terms of governance, repeatability, and scalability, and are motivated by building durable processes that improve both quality and efficiency over time.
• Master's degree in Business Administration, Engineering, Operations , or related field
• Project Management Certification

Responsibilities

• Review and evaluate appeals cases with accuracy and consistency, ensuring decisions align with established policies, procedures, and governance standards.
• Investigate complex issues by gathering and analyzing relevant information, identifying root causes, and determining appropriate resolutions.
• Partner cross‑functionally with teams including Incident Management, Product, Engineering, Legal, Applied AI, and Operations to resolve cases, clarify policy application, and improve workflows.
• Track case trends, recurring issues, and operational risks, surfacing insights and recommendations that improve quality, efficiency, and decision consistency.
• Communicate clearly with stakeholders on case outcomes, policy interpretations, risks, and process gaps to ensure transparency and alignment.
• Contribute to continuous improvement by identifying opportunities to streamline appeals workflows, reduce manual effort, and improve the overall analyst and stakeholder experience.
• Build and maintain strong working relationships with key partners to support effective execution and consistent decision‑making across the program.

Benefits

• 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. 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. For information about PTO, see https://one.walmart.com/notices. 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. 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. For information about benefits and eligibility, see One.Walmart.

What This Job Offers

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