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Walmart Canada · 1 month ago

Manager, Operations-On-Trip Defects & Platform Stability (Last Mile Delivery)

Bentonville, AR

Full-time

Onsite

Mid Level

$70K/yr - $130K/yr

4+ years exp

Walmart Canada is a leading retail company, and they are seeking a Manager for Operations-On-Trip Defects & Platform Stability. The role involves ensuring seamless experiences for drivers by addressing trip-blocking issues and collaborating with various teams to enhance platform reliability.

DeliveryRetailShopping

Responsibilities

Identify, size, and analyze on-trip defects—including routing, GPS, pickup/drop-off, scanning, and mapping issues. Spot patterns, surface insights, and recommend targeted process or system improvements

Collaborate with Product, Engineering, Store Tech, and Support teams to document, route, and monitor defects. Participate in syncs and provide actionable recommendations grounded in data

Lead daily triage for on-trip issues. Validate reported problems, document findings, and track resolution end-to-end

Monitor dashboards and signals to detect early indicators of trip-blocking issues. Escalate emerging risks quickly and deliver clear summaries to cross-functional partners

Create and maintain high-quality defect tickets with clear, complete details. Uphold strong ticket hygiene and coach peers on best practices

Produce concise summaries of defect trends, impact, and root causes. Draft leadership-ready narratives and support escalation documentation

Participate in feature reviews, identify launch risks using historical insights, and provide data-driven recommendations to strengthen new experiences

Utilize AI-powered platforms—such as ChatGPT, Microsoft Copilot, and other automation tools—to summarize defect patterns, draft communications, and accelerate the analysis of GPS telemetry, logs, and other signals

Qualification

Platform operationsDefect management systemsAnalytical skillsAI toolsProject managementCommunicationCollaboration

Required

Bachelor's degree in Business Administration, Engineering, Operations, or related field and 2 years' experience in operations, project management, or related area OR 4 years' experience in operations, project management, or related area

4+ years in platform operations, product operations, quality, geo/navigation services, shopper experience, or other consumer technology environments

Ability to interpret structured and unstructured data sources including GPS telemetry, contact transcripts, VOD summaries, and Quantum Metric behavior

Strong understanding of defect management systems (Jira, AirTable, TechPod), operational triage workflows, and AI-driven productivity tools for reporting and automation

Familiarity with app behavior, mapping, routing, and on-trip journey logic—preferably within gig, logistics, delivery, or mobility platforms

Excellent written and verbal communication skills, with the ability to distill complex technical issues into clear insights for VP+ audiences

Proven cross-functional leadership capability, especially when aligning tradeoffs across Engineering, Product, Store Tech, and Operations

Preferred

Supervising Associates

Masters: Economics

Project Management - Project Management Professional - Certification

Benefits

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.

Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.