(USA) Director, Operations-Incident Management

Walmart; Bentonville (AR); On-site; USD 110,000 - 220,000; Full time

Job summary

A leading company is seeking a Director of Incident Management to oversee ticket and incident workflows in Last Mile Delivery operations. The role requires expertise in program operations and incident management, focusing on process optimization and team development. The ideal candidate will have extensive experience in managing complex situations and a strong background in operational efficiency. Competitive pay and benefits are offered, including performance bonuses and stock options.

Benefits

Competitive pay

Performance bonuses

Comprehensive health benefits

401(k)

Stock purchase options

Paid time off

Qualifications

• Minimum 10 years in incident management or operations.
• Proven experience in managing complex workstreams.

Responsibilities

• Oversee execution of high-volume ticket and incident management workflows.
• Guide organization on vendor and contractor utilization.
• Use automation and AI to streamline processes.

Skills

Leadership

Strategic Planning

Communication

Education

Bachelor’s degree in Business Administration

Master’s degree in Business Administration

Tools

AI

Automation

Job description

Position Summary

The Director, Incident Management will oversee the management of ticket, incident, and operational workflows to ensure safety and fairness within Last Mile Delivery (LMD) operations. This role requires expertise in program operations, incident management, digital acceleration, and cross-functional collaboration. The position is responsible for core LMD program functions as described below:

What you'll do

1. Operations: Oversee execution of high-volume ticket and incident management workflows affecting driver eligibility, appeals, pre-arbitration requests, and legal discovery. Manage intake and communication channels to resolve tickets efficiently for customers, drivers, and store associates.
2. Oversight: Guide the organization on vendor and contractor utilization, set standards, and drive training and quality assurance protocols. Own long-term resource planning strategy.
3. Process Optimization: Use automation and AI to streamline processes, improve speed, reduce false positives, and enhance driver applicant funnel while maintaining platform integrity. Monitor operational health metrics and KPIs, including SLAs and backlogs.
4. Talent Development: Attract, retain, and develop a high-performing team, fostering a culture of innovation and collaboration.

What you'll bring

• Leadership experience in managing teams and complex situations effectively.
• Proven track record in operationalizing technology for efficiency and better customer outcomes.
• Strategic planning skills for vendor and contract management.
• Ability to adapt in dynamic environments and manage multiple priorities.

Qualifications

• Bachelor’s degree in Business Administration, Engineering, Operations, or related field; Master’s preferred.
• Minimum 10 years in incident management, operations, or related roles.
• Proven experience in managing complex workstreams and cross-functional teams.
• Knowledge of AI, automation, legal discovery, and litigation processes.
• Excellent communication and relationship management skills.

Walmart offers competitive pay, performance bonuses, comprehensive health benefits, 401(k), stock purchase options, paid time off, and other benefits. For more information about benefits and eligibility, visit One.Walmart.

The annual salary range for this position is $110,000 to $220,000, with potential bonuses and stock options depending on performance and position specifics.

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 Administration, Engineering, Operations, or related field and 5 years’ experience in operations, project management, or related area OR 7 years’ experience in operations, project management, or related area. 3 years’ supervisory experience.

Preferred Qualifications

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

• Experience working on cross-functional teams or projects.
• Master’s degree in Business Administration.
• Project Management Professional certification.

Primary Location

702 SW 8th St, Bentonville, AR 72716, United States of America