Senior Manager, Quality Assurance Ops Excellence and Resiliency

Position Summary... We’re looking for a Senior Manager of Ops Excellence and Resiliency to build and lead the process improvement, operational resilience, and AI transformation capabilities for Last Mile Delivery (LMD) Risk Operations. This role will turn findings and opportunities identified through Monitoring & Assurance, Risk Intelligence, incidents, and operational performance into redesigned workflows, stronger operating models, and scalable transformation roadmaps. The Senior Manager will bring a TPM/process driven mindset to simplify and standardize how work gets done, identify critical dependencies and failure points, strengthen contingency and readiness practices, and develop an AI transformation roadmap that rethinks how Risk Operations can operate—not simply make today’s manual steps faster. The role will partner across Risk Operations and with Product, Technology, Analytics, and other stakeholders to move validated opportunities from insight to sustainable operational change. What you'll do... Key Responsibilities - Build the Ops Excellence and Resiliency capability for Risk Operations, creating an integrated approach to process improvement, operational resilience, and technology-enabled transformation. - Translate findings from Monitoring & Assurance, Risk Intelligence, root cause analysis, incidents, and operational performance into a prioritized portfolio of process, resilience, automation, and AI transformation opportunities. - Lead end-to-end process redesign by applying a TPM/process driven mindset to simplify, standardize, and optimize Risk Operations workflows, reducing unnecessary manual work, inefficient handoffs, failure points, and unclear ownership. - Build an operational resilience model by identifying 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 in partnership with process owners to help critical incident and safety response capabilities continue through disruption. - Develop and maintain the AI transformation roadmap for Risk Operations, identifying where AI can reshape intake, investigations, monitoring, analysis, decision support, reporting, and other workflows rather than simply automate individual manual steps. - Evaluate and prioritize AI and automation opportunities based on operational value, feasibility, risk, scalability, and alignment to business needs, and 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 redesign workflows and implement sustainable improvements across organizational boundaries. - Establish measures of success for transformation and resilience efforts, including cycle-time reduction, handoffs eliminated, process consistency, adoption, resilience readiness, recovery performance, and realized benefits from automation and AI-enabled changes. - Create clear executive reporting and recommendations that show the improvement portfolio, resilience risks and readiness, AI transformation opportunities, implementation progress, dependencies, decisions required, and measurable outcomes. Qualifications - 6+ years of experience in operational excellence, process engineering, continuous improvement, operational resilience, business continuity, technology transformation, program management, risk operations, or related fields. - 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, with the ability to translate findings and pain points into scalable future-state workflows. - Strong process engineering and structured problem-solving capabilities, with experience 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 transformation roadmaps involving technology, automation, analytics, or AI-enabled operations, including the ability to distinguish incremental automation from broader operating-model transformation. - Strong data-driven decision-making skills with the ability to synthesize monitoring findings, risk intelligence, operational metrics, and stakeholder input into prioritized improvement opportunities and measurable outcomes. - Excellent communication, program leadership, and influencing skills, with the ability to partner across Product, Technology, Analytics, Risk Operations, and other cross-functional teams to move ideas from identification through implementation. Preferred Qualifications - Experience in last-mile delivery, gig economy platforms, marketplaces, trust & 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 development of opportunity roadmaps, pilots, or business cases. - Experience partnering with monitoring, assurance, risk intelligence, product, engineering, and analytics teams to convert operational findings and emerging risks into sustainable process and technology improvements. 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 ㅤ ㅤ ㅤ ㅤ ‎ 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, Communications, Education, Engineering, or related field and 4 years’ experience in training, quality, product development, or related area OR 6 years’ experience in training, quality, product development, or related area. Preferred Qualifications... Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. Assessing training programs and customer service levels in a production, sales, or customer service environment., Providing performance feedback or on-the-job training, Supervisory Masters: Business, Masters: Communication, Masters: Computer Engineering, Masters: Education Six Sigma - Certification Primary Location... 802 Respect Dr, Bentonville, AR 72716, United States of America Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.