Manager, Program Management - Trust & Safety Quality
Walmart
This job is no longer accepting applications
See open jobs at Walmart.See open jobs similar to "Manager, Program Management - Trust & Safety Quality" Northwest Arkansas.Position Summary...
What you'll do...
Manager, Program Management – Trust & Safety Quality
What you’ll do
We are seeking an experienced leader to own the overall strategy and execution for reducing errors in the Spark Driver platform deactivation and appeal processes. In this role, you will be the platform’s lead subject matter expert for identifying the root cause of errors, measuring their impact, and driving foundational solutions to improve enforcement outcomes. Using your strategic vision, program management, and analytical skills, you will provide cross-organization frameworks for classifying deactivation process errors and understanding their impact, as well as translating errors into insights for both operational and product improvements. You will play a vital role in identifying opportunities to improve Spark Driver satisfaction and bring operational excellence to the Spark Driver platform.
Key Responsibilities
Own the overall execution of the Trust & Safety QA (Quality Assurance) program and North Star objective of reducing errors in the Spark Driver platform deactivation and appeal processes. Reduce errors and defects in the processes used to enforce the Spark Driver platform Terms of Use.
Own the end-to-end defect reduction strategy and key metrics related to process/outcome errors across all incident channels. Collaborate with leadership and cross-functional partners to devise and drive a comprehensive plan to reduce systemic errors in Spark Driver platform deactivation and appeal defects.
Build and manage a unified error/defect reduction tracking system/program.
Produce data-driven insights on how, where, and why defects occur across a multi-faceted decisioning system.
Inform Policy, Product, and Tech leadership on what the biggest drivers of defects are, and how to fix them.
Drive operational improvements to the overall Spark Driver incident handling process to reduce the most impactful sources of error.
Develop and leverage partnerships with cross-functional leadership (Driver Support ticket handling teams, Product, Tech, etc.) to conduct RCA (Root Cause Analysis) into incidents and drive holistic solutions which require multi-team deliverables.
Establish and maintain effective feedback loops between all teams which handle Spark Driver incidents to identify potential gaps in process, policy, training, or tools, and areas of improvement.
Build and own an RCA process to produce deep understandings of the source of errors in the Spark Driver platform deactivation process. Champion a standardized RCA process across all ticket handling teams; Scale the adoption and adherence of QA/RCA processes across new teams, in support of product/policy launches.
Independently manage continuous improvement efforts and aspects of the QA program, to include presenting weekly, monthly, and quarterly findings and metrics/KPIs.
Lead cross-functional initiatives such as Kaizen or Gemba Walks to programmatically identify scalable solutions to reduce T&S errors;
Minimum Qualifications
Minimum of 3 years in Quality Management
Previous experience managing a Quality Assurance or Defect/Error reduction program within the gig economy, online services, Trust & Safety, customer service, or call center environment.
Minimum of 2 years managing teams
Preferred Qualifications
Experience building calibration golden sets in a Quality Assurance context
Experience leading RCA (Root Cause Analysis) across multiple teams
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 $70,000.00-$130,000.00
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.
Bachelor's degree in Business, Human Resources, or related field and 2 years’ experience in project management, compliance, operations management or related area OR 4 years’ experience in project management, compliance, operations management, or related area.Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Leading a cross-functional team, Retail Link, Working with profit and loss responsibilities.Primary Location...
702 Sw 8Th St, Bentonville, AR 72716, United States of AmericaThis job is no longer accepting applications
See open jobs at Walmart.See open jobs similar to "Manager, Program Management - Trust & Safety Quality" Northwest Arkansas.