Manager, Program Management - Trust & Safety

at  Walmart

Position Summary…
What you’ll do…
Manager, Program Management - Trust & Safety
What you’ll do
We are seeking an experienced program manager to drive execution for improving the Spark Driver platform deactivation and appeal processes. In this role, you will be a subject matter expert for how the Spark Driver platform enforces its Terms of Use at scale and play a pivotal role in driving scalable improvements to deactivation efficacy , transparency , Spark Driver satisfaction , and bring operational excellence to the Spark Driver platform.

Key Responsibilities

• Drive scalable improvements in deactivation decision accuracy, consistency, efficacy, and cost effectiveness; own and deliver operational solutions and collaborate with Product, Data Science, Tech, Policy, or Legal teams for cross-functional solutions.
• Own the end-to-end process for how the Spark Driver platform team gets to a deactivation/no-deactivation decision.
• Drive the planning, launch, and maintenance of operational processes and documentation (Standard Operating Procedures, checklists, decision trees, etc.) for the Spark Driver platform deactivation and appeal rules.
• Be a subject matter expert for deactivation process and outcome efficacy.
• Support the development and maintenance of Spark Platform Terms of Use (rules) decisioning frameworks , procedures, and SOPs , ensuring they are up to date and effectively communicated to relevant stakeholders .
• Drive and maintain feedback loops with deactivation and appeal review teams to review errors and overturned decisions.
• Leverage your holistic understanding of deactivation processes to turn pain point and error findings into data-driven insights. Size issues and drive solutions according to business impact.
• Work closely with legal teams to improve internal decisioning SOPs and frameworks.
• Monitor and track project progress, proactively identify and address any issues or roadblocks, and provide regular status updates to stakeholders and leadership.
• Stay updated with emerging trends, technologies, and industry standards related to user safety and security, and leverage this knowledge to drive continuous improvement and innovation in safety practices.
• Manage a small but impactful team of program managers to achieve results greater than the sum of each part

Minimum Qualifications

• 3 years experience in a gig economy, online services, Trust & Safety, customer service, or call center environment.
• Experience in developing and implementing scalable systems and processes .
• Demonstrated ability to work with cross-functional teams and external partners .
• Excellent problem-solving skills with a solutions-oriented approach .
• Experience with large data sets, or translating large sets of qualitative data points into insights and action
• Minimum of 2 years managing teams

Preferred Qualifications

• Experience in Kaizen or Lean
• Experience with SQL, GBQ, and/or building Tableau dashboards

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.
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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.
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For information about PTO, see https://one.walmart.com/notices .
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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.
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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.
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For information about benefits and eligibility, see One.Walmart .
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The annual salary range for this position is $70,000.00-$130,000.00
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Additional compensation includes annual or quarterly performance bonuses.
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Additional compensation for certain positions may also include:
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• Stock

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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.
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.

• Drive scalable improvements in deactivation decision accuracy, consistency, efficacy, and cost effectiveness; own and deliver operational solutions and collaborate with Product, Data Science, Tech, Policy, or Legal teams for cross-functional solutions.
• Own the end-to-end process for how the Spark Driver platform team gets to a deactivation/no-deactivation decision.
• Drive the planning, launch, and maintenance of operational processes and documentation (Standard Operating Procedures, checklists, decision trees, etc.) for the Spark Driver platform deactivation and appeal rules.
• Be a subject matter expert for deactivation process and outcome efficacy.
• Support the development and maintenance of Spark Platform Terms of Use (rules) decisioning frameworks , procedures, and SOPs , ensuring they are up to date and effectively communicated to relevant stakeholders .
• Drive and maintain feedback loops with deactivation and appeal review teams to review errors and overturned decisions.
• Leverage your holistic understanding of deactivation processes to turn pain point and error findings into data-driven insights. Size issues and drive solutions according to business impact.
• Work closely with legal teams to improve internal decisioning SOPs and frameworks.
• Monitor and track project progress, proactively identify and address any issues or roadblocks, and provide regular status updates to stakeholders and leadership.
• Stay updated with emerging trends, technologies, and industry standards related to user safety and security, and leverage this knowledge to drive continuous improvement and innovation in safety practices.
• Manage a small but impactful team of program managers to achieve results greater than the sum of each par