Manager, Operations-On-Trip Defects & Platform Stability (Last Mile Delivery)

Position Summary...
Join the Platform Stability team, dedicated to delivering seamless Spark Driver experience from order acceptance through delivery completion. The On-Trip Order Defects group leads the detection, investigation, and resolution of trip-blocking issues-such as GPS, routing, navigation, and scanning-to ensure drivers have smooth, reliable experiences on every trip and in every market. We partner closely with Product, Engineering, Store Tech, and Operations to quickly address system gaps, advocate for drivers, and maintain high standards of platform stability. If you're energized by fast-paced problem-solving, system reliability, and reducing friction for drivers, this team is where you'll excel.

What you'll do...

• Defect Strategy & System Support: Identify, size, and analyze on-trip defects-including routing, GPS, pickup/drop-off, scanning, and mapping issues. Spot patterns, surface insights, and recommend targeted process or system improvements.
• Cross-Functional Coordination: Collaborate with Product, Engineering, Store Tech, and Support teams to document, route, and monitor defects. Participate in syncs and provide actionable recommendations grounded in data.
• Defect Triage & Investigation: Lead daily triage for on-trip issues. Validate reported problems, document findings, and track resolution end-to-end.
• Early Warning & Escalation: Monitor dashboards and signals to detect early indicators of trip-blocking issues. Escalate emerging risks quickly and deliver clear summaries to cross-functional partners.
• Jira Governance: Create and maintain high-quality defect tickets with clear, complete details. Uphold strong ticket hygiene and coach peers on best practices.
• Reporting & Communication: Produce concise summaries of defect trends, impact, and root causes. Draft leadership-ready narratives and support escalation documentation.
• Feature Review & Risk Input: Participate in feature reviews, identify launch risks using historical insights, and provide data-driven recommendations to strengthen new experiences.
• Leverage AI Tools: Utilize AI-powered platforms-such as ChatGPT, Microsoft Copilot, and other automation tools-to summarize defect patterns, draft communications, and accelerate the analysis of GPS telemetry, logs, and other signals.

What You'll Bring

• Experience: 4+ years in platform operations, product operations, quality, geo/navigation services, shopper experience, or other consumer technology environments.
• Analytical Skills: Ability to interpret structured and unstructured data sources including GPS telemetry, contact transcripts, VOD summaries, and Quantum Metric behavior.
• Tools Knowledge: Strong understanding of defect management systems (Jira, AirTable, TechPod), operational triage workflows, and AI-driven productivity tools for reporting and automation.
• Technical Understanding: Familiarity with app behavior, mapping, routing, and on-trip journey logic-preferably within gig, logistics, delivery, or mobility platforms.
• Communication: Excellent written and verbal communication skills, with the ability to distill complex technical issues into clear insights for VP+ audiences.
• Collaboration: Proven cross-functional leadership capability, especially when aligning tradeoffs across Engineering, Product, Store Tech, and Operations.

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 $70,000.00 - $130,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
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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 2 years' experience in operations, project management, or related area OR 4 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.

Supervising Associates

Masters: Economics

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.