Walmart Canada · 1 week ago
Senior Manager, Operations - Conversational Design, Automation (Last Mile Delivery)
Bentonville, AR
Full-time
Onsite
Senior Level
7+ years expWalmart Canada is a leading retail company, and they are seeking a Senior Manager for Operations specializing in Conversational Design and Automation. This role focuses on enhancing the AI-driven conversational experiences for users on the Spark platform, ensuring interactions are reliable and intuitive while overseeing the lifecycle of conversational automation.
DeliveryRetailShopping
Responsibilities
Build and lead governance frameworks for LLM-powered AI agents, focusing on accuracy, safety, hallucination controls, and approval workflows
Co-develop design standards for prompts, flows, error-proofing, and tone across all AI tools
Conduct red-team reviews for high-risk AI scenarios (e.g., earnings, identity, fraud)
Identify top contact drivers and automation opportunities using data and insights; partner to automate workflows and optimize contact center performance (AHT, containment, FCR)
Lead cross-functional initiatives for conversational automation, ensuring alignment with enterprise AI risk governance and compliance
Define and monitor KPIs for agent containment, CPO reduction, task completion, escalation avoidance, and NLU performance
Use data and feedback to continuously improve AI flow design and enrich training data
Qualification
Required
7–10+ years in conversational AI, automation, product design, or contact center operations, with 3+ years in a leadership role
Experience designing for high-volume, high-risk, complex domains (e.g., gig platforms, fintech, logistics)
Proven ability to architect multi-turn conversations and AI prompts for complex workflows
Strong familiarity with LLMs, NLU/NLP, prompt engineering, and conversation QA
Deep experience with contact center workflows and automation tools (e.g., Dialogflow, Lex, Rasa)
Excellent stakeholder management and communication skills, including with VP+ leaders
Ability to define, monitor, and communicate KPIs for automated self-support systems
Preferred
Experience in gig-economy platforms, AI safety, responsible AI frameworks, and contact center agent assist
Benefits
Competitive pay
Performance-based bonus awards
Medical, vision and dental coverage
401(k)
Stock purchase
Company-paid life insurance
PTO (including sick leave)
Parental leave
Family care leave
Bereavement
Jury duty
Voting
Short-term and long-term disability
Company discounts
Military Leave Pay
Adoption and surrogacy expense reimbursement
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
Company
Walmart Canada
Walmart Canada is a subsidiary of Walmart that operates a chain of more than 400 stores nationwide. It is a sub-organization of Walmart.
10001+ employees
Funding
Current Stage
Late StageRecent News
Canada NewsWire
2025-12-18
Canada NewsWire
2025-12-03
Company data provided by crunchbase