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Senior Manager, Operations - Driver Experience



Bentonville, AR, USA
Posted on Thursday, June 20, 2024

Position Summary...

What you'll do...

Job Summary: We are seeking a highly motivated and experienced individual to join our team as an Organizational Transformation Lead, focusing on Driver Experience, and Trust & Safety Operations. In this role, you will be responsible for driving the transformation of our gig delivery tech area's trust and safety operations to enhance driver transparency, reduce defects, and increase incident management capabilities. You will collaborate with cross-functional teams to develop and execute large-scale initiatives aimed at improving operational efficiency, risk mitigation, and ensuring a safe and reliable experience for our users. Responsibilities: 1. Develop and implement a comprehensive Driver Transparency, and Trust and Safety strategy for the gig delivery tech area, aligning with the company's overall goals and objectives. 2. Lead large-scale initiatives to enhance driver transparency, reduce defects, and improve incident management capabilities, ensuring the successful completion of these projects within established timelines. 3. Collaborate closely with cross-functional teams, such as Product Management, Engineering, Legal, and Compliance, to identify areas for improvement and implement effective solutions. 4. Conduct thorough analysis of existing Driver Experience, and Trust and Safety operations, identifying gaps, inefficiencies, and potential risks, and develop strategies to address these issues. 5. Build strong relationships with key stakeholders, including drivers, customers, and internal teams, to understand their needs and incorporate their feedback into the transformation process. 6. Monitor and evaluate driver defects, trust and safety metrics and business metrics to track progress and identify areas requiring further improvement. 7. Develop and deliver learning resources on gig driver best practices, ensuring a consistent understanding and adherence to style guide, policies and procedures. 8. Stay up-to-date with industry trends, emerging technologies, and best practices in Driver Transparency, Driver Experience, Trust and Safety operations, applying this knowledge to continuously enhance our processes and capabilities. 9. Stay up-to-date with industry trends, emerging technologies, and best practices in trust and safety operations, and incorporate these insights into the development of a new strategy for Trust & Safety operations. 10. Define and communicate a clear and compelling vision for the future of Driver Experience, and Trust & Safety operations, outlining the next-generation strategy that aligns with the company's long-term goals. 11. Lead the execution of the new strategy, ensuring that all initiatives and projects are implemented effectively and efficiently. 12. Collaborate with senior leadership to secure necessary resources, support, and buy-in for the implementation of the next-gen strategy. 13. Develop and implement robust processes and systems to monitor and measure the effectiveness of the new strategy, regularly reporting on progress and making adjustments as needed. 14. Foster a culture of continuous improvement within the Driver Experience, and Trust & Safety operations team, encouraging innovation, creativity, and the exploration of new approaches. 15. Manage and develop a high-performing team, providing mentorship, coaching, and guidance to help them excel in their roles with or without direct reporting, and contribute to the overall success of the organization. 16. Serve as an advocate for Trust & Safety operations, representing the team in cross-functional meetings, external partnerships, and industry conferences. 17. Data analytics and KPI establishment to manage organizations at scale 18. Setting metrics and negative metrics, alerting, and ways of working for operations and strategy at scale. Qualifications:1. Bachelor's degree in Business Administration, Operations Management, or a related field. Relevant certifications or advanced degrees are a plus. 2. Proven experience in leading organizational transformations, specifically in the area of trust and safety operations. 3. Strong understanding of gig delivery tech platforms and their associated trust and safety challenges. 4. Excellent project management skills, with the ability to drive multiple initiatives concurrently and meet deadlines. 5. Analytical mindset with the ability to analyze complex data sets, identify trends, and make data-driven recommendations. 6. Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively with cross-functional teams. 7. Strong problem-solving and critical-thinking abilities, with a focus on driving continuous improvement. 8. Ability to adapt quickly in a fast-paced, dynamic environment and effectively prioritize competing demands. Live our ValuesCulture Champion• Models the Walmart values to foster our culture; holds oneself and others accountable; and supports Walmart’s commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.Servant Leadership• Acts as an altruistic servant leader and is consistently humble, self-aware, honest, and transparent.Embrace ChangeCuriosity & Courage• Demonstrates curiosity and a growth mindset; fosters an environment that supports learning, innovation, and intelligent risk-taking; and exhibits resilience in the face of setbacks.Digital Transformation & Change• Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working.Deliver for the CustomerCustomer Focus• Delivers expected business results while putting the customer first and consistently applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.Strategic Thinking• Adopts a holistic perspective that considers data, analytics, customer insights, and different parts of the business when making plans and shaping the team’s strategy.Focus on our AssociatesDiversity, Equity & Inclusion• Identifies, attracts, and retains diverse and inclusive team members; builds a high-performing team.Collaboration & Influence• Builds strong and trusting relationships with team members and business partners; works collaboratively and cross-functionally to achieve objectives; and communicates with energy and positivity to motivate, influence, and inspire commitment and action.Talent Management• Creates a discipline and focus around developing talent, promotes an environment allowing everyone to bring their best selves to work, empowers associates and partners to act in the best interest of the customer and company, and regularly recognizes others’ contributions and accomplishments. 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.

The annual salary range for this position is $90,000.00-$180,000.00

Additional compensation includes annual or quarterly performance bonuses.

Additional compensation for certain positions may also include:

- Stock

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications: 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.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

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

Primary Location...

2501 Se J St, Ste A, Bentonville, AR 72716-3724, United States of America