(USA) Senior Manager, Operations

Walmart•Bentonville, AR

6d•Onsite

About The Position

The Senior Manager, Incident Management Intake leads the strategic entry point for Trust & Safety incident management across Last Mile Delivery. This role sets the standards for first‑touch decisioning—ensuring incidents are assessed with fairness, accountability, and strong judgment to build trust and defensibility at scale. The Senior Manager partners closely with cross‑functional stakeholders to ensure technical program enhancements, incident quality, and operational outcomes are successful as the business grows. This leader plays a critical role in advancing the Trust & Safety roadmap by evolving intake from a high‑volume operation into a scalable, trusted decisioning function. Incident Management Intake is the front door of Trust & Safety and a critical trust layer within the Spark ecosystem. This high‑volume operational pillar sets the foundation for how incidents are understood, framed, and acted upon across Last Mile Delivery. Intake serves as the operational gateway for Incident Management, ensuring every safety, compliance, and risk signal is handled with accuracy, sound judgment, and speed. The team assesses, structures, and contextualizes incidents using consistent decisioning frameworks, taxonomy, and severity models. Beyond day‑to‑day operations, Intake is a strategic enabler—producing high‑quality inputs, surfacing emerging risks, and supporting fair, accountable, and trusted incident management.

Requirements

Senior-level operational leadership experience in trust & safety, incident management, risk operations, or complex decision‑based environments
Strong track record of leading teams where judgment, consistency, and defensibility are critical
Ability to think strategically while operating effectively in a high‑volume, fast‑moving environment
Experience driving operational transformation through process design, standardization, and technology
Data-driven mindset with the ability to translate insights into durable improvements
Strong cross‑functional leadership skills and comfort influencing without authority
Clear, confident communication style suited for both frontline teams and senior leadership
Deep commitment to fairness, accountability, and trust as core operating values
Bachelor’s degree in Business Administration, Engineering, Operations , or related field and 3 years’ experience in operations, project management, or related area OR 5 years’ experience in operations, project management, or related area.
1 year’s supervisory experience.

Nice To Haves

Leadership of cross-functional task forces or projects
Masters, Masters: Operations Management
Project Management - Project Management Professional - Certification

Responsibilities

Own the strategic and operational direction of the Incident Management Intake function
Execute and ensure success of the transformation of incident decisioning at scale
Lead the evolution of Intake from a manual, high‑volume operation to a more intelligent, technology‑enabled system
Leverage data, quality signals, and operational insights to strengthen decision frameworks and reduce downstream friction
Identify and surface emerging incident trends and risk signals to inform prevention and platform improvements
Lead and inspire a team that understands the downstream impact of intake decisions
Represent Intake as a thought partner in cross‑functional strategy, planning, and transformation initiatives

Benefits

Performance-based bonus awards
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
Short-term disability
Long-term disability
Company discounts
Military Leave Pay
Adoption and surrogacy expense reimbursement
PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes
Live Better U (Walmart-paid education benefit program for full-time and part-time associates)