Senior Director, Operations- Strategy, Risk Management
About The Position
LMD Trust & Safety protects the integrity of the delivery platform and continuously improves how we manage risk across the delivery lifecycle. We operate through always-on (24/7) programs, data-driven quality and performance management, and close cross-functional partnership with Product, Legal, Compliance, and Claims. This role sets the long-term direction for safety and incident management operations—ensuring our processes scale with the business while delivering fair, consistent, and defensible outcomes. Lead the strategy and execution of safety, incident response, and risk mitigation operations for Walmart’s Last Mile Delivery (LMD) platform. In this highly visible role, you’ll build scalable, defensible operating models that protect drivers, strengthen platform trust, and enable growth—while partnering closely with Legal, Risk, and senior business leaders. If you thrive in high-stakes environments and can translate risk signals into operational excellence, this is a chance to shape how safety and integrity operate at scale.
Requirements
- 10+ years in operations, safety, incident response, litigation/claims support, asset protection, or related fields
- 5+ years leading leaders and influencing cross-functional organizations
- Proven ability to build scalable process frameworks in regulated or high-risk environments
- Strong data-driven operating cadence (KPIs, QA, SLAs) and executive-level communication
- Bachelor’s degree in Business Administration, Engineering, Operations, or related field and 6 years’ experience in operations, project management, or related area OR 8 years’ experience in operations, project management, or related area.
- 4 years’ supervisory experience.
Nice To Haves
- Last mile/gig platform experience
- Familiarity with arbitration, insurance claims, and compliance frameworks
- Leading a cross-functional team
- Masters: Business Administration, Masters: Computer Engineering, Masters: Operations Management
- Project Management - Project Management Professional - Certification
Responsibilities
- Set end-to-end strategy for safety and incident management operations, ensuring scalable, high-quality execution
- Drive operational health through KPIs, QA insights, dispute signals, and continuous improvement
- Lead litigation and claims support, including legal request fulfillment, record quality/retention, and counsel coordination
- Build 24/7 coverage models across internal teams and third-party vendors
- Establish AI decisioning guardrails and escalation paths for automated and human-in-the-loop workflows
Benefits
- Medical coverage
- Vision coverage
- Dental coverage
- 401(k)
- Stock purchase
- Company-paid life insurance
- PTO (including sick leave)
- Parental leave
- Family care leave
- Bereavement
- Jury duty
- Voting leave
- Short-term disability
- Long-term disability
- Company discounts
- Military Leave Pay
- Adoption and surrogacy expense reimbursement
- Live Better U education benefit program (for full-time and part-time associates)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
