Director, Technology Operations - Driver Defects, Agentic AI - Last Mile Delivery

Walmart Inc.; Bentonville (AR); Sur place; USD 110 000 - 220 000; Plein temps

Avantages offerts par ce poste

Health benefits

401(k) and stock purchase

Paid time off

Education program Live Better U

Company discounts

Résumé du poste

Walmart in Bentonville, AR invites applications for a Director, Technology Operations - Driver Defects, Agentic AI - Last Mile Delivery. This role leads strategy for Driver Defects and Agentic AI Tech Ops, aligning investments to improve driver experience, AI quality, and cost to serve.

You will build a best-in-class AI quality program, drive scalable automation, and influence Product, Engineering, and vendors to deliver roadmaps and measurable outcomes such as lower contacts per order and

Qualifications

• 10+ years in technical operations, product operations, platform reliability, or customer experience transformation.
• 5+ years leading teams and developing managers and senior leaders.
• Experience with AI-enabled operations, conversational AI, model evaluation, automation.
• Ability to guide technical teams and assess operational risks.
• Track record translating complex challenges into measurable improvements in reliability, experience, and efficiency.
• Ability to align senior stakeholders and drive outcomes across org boundaries.

Responsabilités

• Set the strategy and operating model for Driver Defects and Agentic AI Tech Ops.
• Lead the identification, prioritization, and resolution of defects across onboarding, identity verification, trust and safety, fraud, and delivery journeys.
• Establish continuous AI evaluation, regression monitoring, and adversarial testing to improve model accuracy and safety.
• Advance conversational and agentic AI capabilities to improve self-service and connect users to human support when needed.
• Influence Product, Engineering, and vendors to deliver roadmap commitments and improve key outcomes like contacts per order and AI accuracy.
• Develop senior managers and teams with clear ownership and strong operating rhythms.

Connaissances

Strategic technology leadership

AI and technical fluency

Proven business impact

Cross-functional influence

Analytical and executive judgment

People leadership

Description du poste

Director, Technology Operations - Driver Defects, Agentic AI - Last Mile Delivery

Bentonville, AR

802 Respect Dr, Bentonville, AR 72716-0000

R-2671115

$110,000 - $220,000/yr

Regular/ Permanent

The annual salary range for this position is $110,000.00 - $220,000.00

Position Summary...

At Walmart, our Last Mile Delivery organization is transforming how we identify and eliminate driver friction while building smarter, safer, and more human-centered AI-powered support experiences.

What You’ll Do...

• Set the strategy and drive results. Establish the vision, priorities, and operating model for Driver Defects and Agentic AI Tech Ops, aligning investments and resources to measurable improvements in driver experience, AI quality, and cost to serve.
• Eliminate driver friction at its source. Lead the identification, prioritization, and resolution of complex defects across onboarding, identity verification, trust and safety, fraud, and delivery journeys. Partner with Product and Engineering to accelerate verified fixes, reduce defect-driven contacts, and prevent recurring issues.
• Build a best-in-class AI quality program. Establish continuous AI evaluation, regression monitoring, and adversarial testing to improve model accuracy, reduce false positives, detect drift, and ensure safe, reliable AI-powered experiences.
• Scale intelligent, human-centered automation. Advance conversational and agentic AI capabilities that safely resolve user needs, improve self-service, and seamlessly connect users to human support when needed. Turn conversation intelligence and frontline insights into continuous product and AI improvements.
• Drive cross-functional accountability and business impact. Influence Product, Engineering, Enterprise Care, and technology vendors to deliver roadmap commitments, strengthen launch readiness, and improve key outcomes including contacts per order (CPO), self-service rate (SSR), defect resolution speed, and AI accuracy.
• Build and develop exceptional leaders. Lead senior managers and their teams, establishing clear ownership, strong operating rhythms, and a culture of decisive action, continuous improvement, and measurable results.

What You’ll Bring...

• Strategic technology leadership: 10+ years of experience in technical operations, product operations, platform reliability, or customer experience transformation, including 5+ years leading teams and demonstrated success developing managers and senior leaders.
• AI and technical fluency: Experience with AI-enabled operations, conversational AI, agentic workflows, model evaluation, automation, and technology integrations, with the ability to guide technical teams and assess operational risks.
• Proven business impact: A track record of translating complex operational challenges into measurable improvements in reliability, customer experience, efficiency, and technology performance.
• Cross-functional influence: Demonstrated ability to align senior Product, Engineering, Operations, and enterprise stakeholders, secure commitments, and drive outcomes across organizational boundaries.
• Analytical and executive judgment: Strong financial and analytical acumen, executive communication skills, and the ability to prioritize investments, navigate ambiguity, and make sound decisions with incomplete information.
• People leadership: Experience building high-performing teams, coaching leaders, managing organizational change, and creating a culture of accountability and ownership.

You'll sweep us off our feet if you have...

• Experience in gig-economy platforms, last-mile delivery, or marketplace technology.
• Knowledge of AI assurance, red-teaming, fraud and identity verification, or responsible AI frameworks such as NIST.
• Experience scaling AI operations, managing technology vendors, or building new technical operations capabilities.

Benefits you’ll enjoy

• 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.
• Additional compensation includes annual or quarterly performance bonuses.
• Additional compensation for certain positions may also include : Stock
• Live Better U is a Walmart-paid education