Senior Analyst, Operations - Trust & Safety Operations (Last Mile Delivery)

Position Summary...

What you'll do...

Position Summary As a Senior Analyst on the Trust & Safety Operations team, you will play a critical role in investigating last mile delivery incidents and resolving disputes. This role is responsible for conducting thorough, objective case reviews, making risk-based decisions, and partnering cross-functionally to mitigate legal exposure while ensuring fair and consistent outcomes. You’ll operate in a fast-paced environment where sound judgment, attention to detail, and strong communication skills are essential to balancing customer trust, driver accountability, and business risk. About the Team The Trust & Safety Operations team is responsible for reviewing and resolving informal disputes cases tied to last mile delivery. The team works closely with Legal, Compliance, Customer Support, and Operations to investigate incidents, assess risk, and implement resolutions that protect both the customer experience and the company. Our goal is to drive fair outcomes, reduce escalations, and continuously improve processes that strengthen trust across the platform. What You’ll Do

• Review, investigate, and resolve pre-litigation cases involving delivery incidents, customer complaints, and driver-related issues
• Conduct detailed fact-finding by analyzing internal data, case documentation, and stakeholder input
• Make timely, risk-based decisions to resolve cases and minimize potential legal exposure
• Partner with Legal, Compliance, Customer Experience, and Operations teams to align on case outcomes and escalation handling
• Communicate clearly and professionally with internal stakeholders to gather information and provide updates
• Document case findings thoroughly, ensuring accuracy and adherence to internal policies and regulatory standards
• Identify patterns and trends across cases and recommend process or policy improvements
• Manage a high-volume caseload while meeting service level agreements and quality expectations
• Support continuous improvement efforts to enhance investigation quality, efficiency, and consistency

Minimum Qualifications:

• 2+ years of experience in investigations, claims, dispute resolution, risk, compliance, or related field
• Strong analytical and critical thinking skills with the ability to assess complex situations and make sound decisions
• Experience handling sensitive or escalated cases with a high degree of professionalism and objectivity
• Excellent written and verbal communication skills, with the ability to clearly document findings and influence stakeholders
• Proven ability to manage competing priorities in a fast-paced, high-volume environment
• High attention to detail and commitment to accuracy and consistency
• Experience working cross-functionally with Legal, Operations, or Customer Support teams is highly preferred

Preferred Qualifications:

• Familiarity with last mile delivery, logistics, or eCommerce operations is a plus
• Background in law enforcement
• Experience in fraud investigation
• Bilingual in Spanish

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.