Senior Analyst, Operations

Position Summary...

What you'll do...

The Senior Analyst, Trust & Safety Intake plays a critical role in ensuring a safe and trusted experience for customers, drivers, and associates by serving as a central intake and enforcement function for Trust & Safety incidents. This role is responsible for the accurate triage, analysis, escalation, and final decision‑making of high‑risk cases, while driving continuous improvement, automation, and preventative strategies across the Trust & Safety ecosystem. Intake operates 24/7 and serves as the final authority for key enforcement actions, requiring strong judgment, policy fluency, and data‑driven decision making. Project & Intake Operations Management Assists in designing and executing intake‑related project plans by organizing timelines, deliverables, and stakeholder engagement to improve Trust & Safety intake operations. Facilitates cross‑functional meetings with stakeholder teams to analyze intake workflows, identify gaps, and implement operational initiatives. Develops and manages intake project requests and timelines by establishing clear requirements, communicating project status, risks, and resource needs, and taking corrective action as necessary to drive results. Leads and supports Trust & Safety intake operations by triaging and analyzing incident tickets, escalations, and risk signals to ensure accurate classification, prioritization, and routing based on policy, severity, and compliance standards. Serves as a final decision‑maker for enforcement actions including driver deactivations, strikes, POD removals, customer block requests, and weekend fraud‑related actions. Identifies root causes of recurring intake issues and recommends data‑driven solutions to improve quality, consistency, and turnaround time. Tools, Systems, and Cross‑Functional Enablement Develops and improves operational tools, reports, and intake‑facing functionality by providing subject‑matter expertise and direction on business and functional requirements. Partners cross‑functionally with Product, Engineering, Policy, QA, Appeals, Pre‑Arb, Safety, Fraud, CES, and Store Operations to deliver scalable intake solutions that span multiple workstreams and systems. Provides solutions for complex intake problems that cross business functions and timeframes. Supports the implementation of preventative strategies by translating intake insights into actionable improvements upstream. Data, Reporting, and Strategic Execution Applies up‑to‑date Trust & Safety expertise and industry best practices to the development, execution, and continuous improvement of intake action plans. Provides guidance and insight to peers and partner teams to improve intake quality, policy interpretation, and operational effectiveness. Operational Excellence & Scalability Implements operational best practices that can scale as the Trust & Safety organization grows by developing mechanisms, tools, and standardized processes to roll out improvements. Monitors progress and results, identifies opportunities for optimization, and adapts to competing priorities, organizational changes, and evolving risk landscapes. Models compliance with company policies, procedures, and Trust & Safety standards by incorporating them into intake operations and project execution. Supports the Walmart mission, values, and standards of ethics and integrity by demonstrating and enabling others to apply these principles in daily work, including use of the Open Door Policy. Walmart Values & Leadership Expectations Respect the Individual Demonstrates and encourages respect for others while driving a positive associate and customer/member experience. Embraces differences in people, cultures, ideas, and experiences, fostering a culture of belonging where all associates feel seen, connected, and empowered to perform at their best. Demonstrates engagement and commitment to the team by developing others through feedback, coaching, mentoring, and developmental opportunities. Recognizes and celebrates contributions and accomplishments. Builds strong, trusting relationships with team members and business partners. Works collaboratively to achieve objectives, communicates with impact, listens attentively to diverse perspectives, and brings energy and positivity to work. Act with Integrity Maintains and promotes the highest standards of integrity, ethics, and compliance. Models Walmart values and leads by example to foster a culture of trust and accountability. Supports Walmart’s goal of becoming a regenerative company by making a positive impact on associates, customers, and communities. Follows the law, Code of Conduct, and company policies, and encourages others to do the same. Supports an environment where associates feel safe raising concerns, reinforces a culture of non‑retaliation, listens actively, and takes appropriate action. Acts with humility, self‑awareness, honesty, and transparency in all decisions and interactions. Serve Our Customers and Members Delivers results while putting the customer and member first by ensuring Trust & Safety intake decisions protect people, the platform, and the Walmart brand. Applies an omni‑merchant and Every Day Low Cost mindset to drive value and trust. Adopts a broad, enterprise perspective that considers data analytics, customer/member insights, and cross‑business impact when making decisions. Strive for Excellence Consistently raises the bar by seeking continuous improvement, demonstrating curiosity and a growth mindset, asking thoughtful questions, and supporting innovation and intelligent risk‑taking. Exhibits resilience and adaptability in the face of operational challenges. Implements and supports continuous improvements while embracing new digital tools, automation, and modern ways of working to enhance Trust & Safety intake effectiveness.

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 :
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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 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.