Senior Analyst, Operations

Position Summary... What you'll do... Senior Analyst, Operations (Trust & Safety Incident Management) Position Summary At Walmart, our Trust & Safety Operations team plays a critical role in protecting our customers, associates, drivers, and the business. As a Senior Analyst, Operations, you will support end-to-end incident management for Last Mile Delivery by reviewing complex cases, applying policy-based decision-making, and ensuring consistent, highquality outcomes. This role operates in a fastpaced, highly regulated environment that requires strong judgment, analytical thinking, and attention to detail. You will help balance customer trust, driver accountability, and business risk while partnering crossfunctionally to continuously improve operational quality and consistency. About the Team The Trust & Safety Operations team supports the integrity of Walmarts Last Mile Delivery platform by managing incidents, disputes, and enforcement actions at scale. We work closely with Product, Policy, Legal Compliance, Customer Experience, and Operations partners to ensure decisions are accurate, equitable, and aligned to company standards and business objectives. What Youll Do Incident Review, Investigation & Decisioning Review and resolve incidents, cases, or appeals using established policies, procedures, and guidelines Conduct detailed fact-finding by analyzing case data, documentation, and stakeholder input Apply consistent, defensible judgment within defined frameworks to determine appropriate outcomes Identify and escalate cases that fall outside standard guidelines or require additional review Quality, Risk & Insights Evaluate decision accuracy and adherence to policy and process standards Identify trends, risks, and opportunities for operational or policy improvement Support reporting, analysis, and insights that inform quality, consistency, and process enhancement Operational Execution Manage assigned caseloads while meeting service level agreements (SLAs) and quality expectations Document case findings, actions, and outcomes clearly and accurately Follow established procedures for handling sensitive, high-risk, or escalated incidents CrossFunctional Collaboration Partner with Product, Policy, Legal, Compliance, and Operations teams to support effective case resolution Communicate clearly and professionally with internal stakeholders regarding case status and outcomes Support implementation of process updates, policy changes, and workflow improvements Minimum Qualifications 25+ years of experience in operations, investigations, quality assurance, compliance, or a related field Strong analytical and problemsolving skills with the ability to apply policies consistently Experience working in highvolume, processdriven environments Excellent written and verbal communication skills High attention to detail with a strong commitment to accuracy and quality Preferred Qualifications Experience in Trust & Safety, incident management, appeals, or dispute resolution environments Familiarity with logistics, last mile delivery, eCommerce, or marketplace operations Experience with reporting or analytical tools (e.g., Excel, SQL, BI tools) Experience working crossfunctionally with Product, Legal, or Operations partners Key Competencies Policy Interpretation and Application Analytical Thinking and Problem Solving Operational Excellence and Execution Stakeholder Communication Attention to Detail and Accuracy 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 $60,000.00 - $110,000.00 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: Bachelors degree in Business Administration, Engineering, Operations , or related field OR 2 years experience in operations, project 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. Master's degree in Business Administration, Engineering, Operations , or related field, Project Management Certification Masters: Business Administration, Masters: Computer Engineering, Masters: Operations Management Project Management - Project Management Professional - 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. About Walmart: Fifty years ago, Sam Walton started a single mom-and-pop shop and transformed it into the world's biggest retailer. Since those founding days, one thing has remained consistent: our commitment to helping our customers save money so they can live better. Today, we're reinventing the shopping experience and our associates are at the heart of it. You'll play a crucial role in shaping the future of retail, improving millions of lives around the world. This is that place where your passions meet purpose. Join our family and create a career you're proud of.