Senior Manager, Quality Assurance Ops Excellence and Resiliency

Walmart•Bentonville, AR

3d•$90,000 - $180,000•Onsite

About The Position

The Senior Manager of Ops Excellence and Resiliency will build and lead process improvement, operational resilience, and AI transformation capabilities for Walmart Last Mile Delivery Risk Operations. The role translates findings from Monitoring & Assurance, Risk Intelligence, incidents, root cause analysis, and operational performance into redesigned workflows, stronger operating models, and scalable transformation roadmaps. It applies a process-driven mindset to simplify and standardize work, identify dependencies and failure points, strengthen contingency and readiness practices, and develop an AI transformation roadmap that rethinks how Risk Operations can operate. The role partners with Risk Operations, Product, Technology, Analytics, and other stakeholders to move validated opportunities from insight to sustainable operational change.

Requirements

6+ years of experience in operational excellence, process engineering, continuous improvement, operational resilience, business continuity, technology transformation, program management, risk operations, or a related field.
3+ years leading teams or complex cross-functional initiatives in high-volume or operationally complex environments.
Demonstrated experience redesigning and simplifying end-to-end operational processes and translating findings and pain points into scalable future-state workflows.
Strong process engineering and structured problem-solving capabilities, including identifying root causes, dependencies, failure points, and opportunities to reduce manual work and inefficient handoffs.
Experience building or supporting operational resilience, business continuity, contingency planning, dependency mapping, or operational readiness programs.
Experience developing and executing technology, automation, analytics, or AI-enabled operations transformation roadmaps, and distinguishing incremental automation from broader operating-model transformation.
Strong data-driven decision-making skills and ability to synthesize monitoring findings, risk intelligence, operational metrics, and stakeholder input into prioritized opportunities and measurable outcomes.
Excellent communication, program leadership, and influencing skills, with ability to partner across Product, Technology, Analytics, Risk Operations, and other cross-functional teams.
Bachelor’s degree in Business, Communications, Education, Engineering, or a related field and 4 years’ experience in training, quality, product development, or a related area, or 6 years’ experience in training, quality, product development, or a related area.

Nice To Haves

Experience in last-mile delivery, gig economy platforms, marketplaces, trust and safety, transportation, retail, e-commerce, investigations, fraud/risk operations, or other high-volume decision environments.
Familiarity with TPM, Lean/Six Sigma, process engineering, systems thinking, or similar continuous improvement methodologies.
Experience designing business continuity or operational resilience frameworks, including dependency mapping, contingency playbooks, readiness exercises, or recovery planning.
Experience identifying, evaluating, and implementing AI and automation opportunities within complex operational workflows, including opportunity roadmaps, pilots, or business cases.
Experience partnering with monitoring, assurance, risk intelligence, product, engineering, and analytics teams to turn operational findings and emerging risks into sustainable process and technology improvements.
Preferred qualifications include assessing training programs and customer service levels in production, sales, or customer service environments; providing performance feedback or on-the-job training; and supervisory experience.
Master’s degree in Business, Communication, Computer Engineering, or Education.
Six Sigma certification.

Responsibilities

Build an integrated Ops Excellence and Resiliency capability covering process improvement, operational resilience, and technology-enabled transformation.
Translate monitoring, risk intelligence, root cause analysis, incident, and operational performance findings into a prioritized portfolio of process, resilience, automation, and AI transformation opportunities.
Lead end-to-end process redesign to simplify, standardize, and optimize workflows, reducing manual work, inefficient handoffs, failure points, and unclear ownership.
Identify critical processes, dependencies, single points of failure, technology and data vulnerabilities, and contingency needs across Risk Operations.
Develop dependency maps, contingency playbooks, and operational readiness practices with process owners to sustain critical incident and safety response capabilities during disruptions.
Develop and maintain an AI transformation roadmap for Risk Operations covering intake, investigations, monitoring, analysis, decision support, reporting, and other workflows.
Evaluate and prioritize AI and automation opportunities based on value, feasibility, risk, scalability, and business alignment; translate validated opportunities into pilots and delivery roadmaps with Product and Technology partners.
Partner with Incident Management, Safety, Monitoring & Assurance, Risk Intelligence, Product, Technology, Analytics, Legal, Compliance, and other stakeholders to implement sustainable cross-organizational improvements.
Establish success measures for transformation and resilience, including cycle-time reduction, eliminated handoffs, process consistency, adoption, readiness, recovery performance, and realized benefits.
Create executive reporting and recommendations on improvement portfolios, resilience risks and readiness, AI opportunities, progress, dependencies, decisions required, and outcomes.

Benefits

Medical, vision, and dental coverage.
401(k), stock purchase, and company-paid life insurance.
Paid time off, including sick leave, parental leave, family care leave, bereavement, jury duty, and voting leave.
Short-term and long-term disability.
Company discounts.
Military Leave Pay.
Adoption and surrogacy expense reimbursement.
PTO and/or PPTO usable for vacation, sick leave, holidays, or other purposes.
Live Better U, a Walmart-paid education benefit program for eligible full-time and part-time associates, covering tuition, books, and fees for eligible programs.
Performance-based bonus awards.