Senior Analyst - Operations

Job Description

Job Description

Senior Analyst, Operations (Trust & Safety – Incident Management)

Position Summary

At Walmart, our Trust & Safety Operations team plays a critical role in protecting our customers, associates, drivers, and the business. As a Senior Analyst, Operations, you will support end-to-end incident management for Last Mile Delivery by reviewing complex cases, applying policy-based decision-making, and ensuring consistent, high‑quality outcomes.

This role operates in a fast‑paced, highly regulated environment that requires strong judgment, analytical thinking, and attention to detail. You will help balance customer trust, driver accountability, and business risk while partnering cross‑functionally to continuously improve operational quality and consistency.

About the Team

The Trust & Safety Operations team supports the integrity of Walmart’s Last Mile Delivery platform by managing incidents, disputes, and enforcement actions at scale. We work closely with Product, Policy, Legal Compliance, Customer Experience, and Operations partners to ensure decisions are accurate, equitable, and aligned to company standards and business objectives.

What You’ll Do

Incident Review, Investigation & Decisioning

• Review and resolve incidents, cases, or appeals using established policies, procedures, and guidelines

• Conduct detailed fact-finding by analyzing case data, documentation, and stakeholder input

• Apply consistent, defensible judgment within defined frameworks to determine appropriate outcomes

• Identify and escalate cases that fall outside standard guidelines or require additional review

Quality, Risk & Insights

• Evaluate decision accuracy and adherence to policy and process standards

• Identify trends, risks, and opportunities for operational or policy improvement

• Support reporting, analysis, and insights that inform quality, consistency, and process enhancement

Operational Execution

• Manage assigned caseloads while meeting service level agreements (SLAs) and quality expectations

• Document case findings, actions, and outcomes clearly and accurately

• Follow established procedures for handling sensitive, high-risk, or escalated incidents

Cross‑Functional Collaboration

• Partner with Product, Policy, Legal, Compliance, and Operations teams to support effective case resolution

• Communicate clearly and professionally with internal stakeholders regarding case status and outcomes

• Support implementation of process updates, policy changes, and workflow improvements

Minimum Qualifications

• 2–5+ years of experience in operations, investigations, quality assurance, compliance, or a related field

• Strong analytical and problem‑solving skills with the ability to apply policies consistently

• Experience working in high‑volume, process‑driven environments

• Excellent written and verbal communication skills

• High attention to detail with a strong commitment to accuracy and quality

Preferred Qualifications

• Experience in Trust & Safety, incident management, appeals, or dispute resolution environments

• Familiarity with logistics, last mile delivery, eCommerce, or marketplace operations

• Experience with reporting or analytical tools (e.g., Excel, SQL, BI tools)

• Experience working cross‑functionally with Product, Legal, or Operations partners

Key Competencies

• Policy Interpretation and Application

• Analytical Thinking and Problem Solving

• Operational Excellence and Execution

• Stakeholder Communication

• Attention to Detail and Accuracy

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 :

- Stock

Qualifications

Minimum Qualifications

• 2–5+ years of experience in operations, investigations, quality assurance, compliance, or a related field

• Strong analytical and problem‑solving skills with the ability to apply policies consistently

• Experience working in high‑volume, process‑driven environments

• Excellent written and verbal communication skills

• High attention to detail with a strong commitment to accuracy and quality

Preferred Qualifications

• Experience in Trust & Safety, incident management, appeals, or dispute resolution environments

• Familiarity with logistics, last mile delivery, eCommerce, or marketplace operations

• Experience with reporting or analytical tools (e.g., Excel, SQL, BI tools)

• Experience working cross‑functionally with Product, Legal, or Operations partners

Key Competencies

• Policy Interpretation and Application

• Analytical Thinking and Problem Solving

• Operational Excellence and Execution

• Stakeholder Communication

• Attention to Detail and Accuracy

Additional Information

All your information will be kept confidential according to EEO guidelines.