(USA) Director, Quality Assurance

Position Summary...

What you'll do...

The Director of Continuous Improvement leads monitoring, assurance, risk intelligence, control effectiveness, remediation, and transformation across Last Mile Delivery's Trust and Safety pillar focused on risk operations. This role identifies improvement opportunities, assesses whether risks and controls are effectively managed, determines root causes, and ensures corrective actions deliver sustainable results. The leader will evolve traditional quality assurance into a closed-loop assurance model that detects systemic issues, drives accountable remediation, and validates effectiveness. The role also leads operational resiliency through process redesign, business continuity, data-driven insights, tech  automation —challenging how work is performed and designing scalable, sustainable solutions.
About the team:
The Trust & Safety team supports Last Mile Delivery by enabling a safe, fair, and resilient ecosystem that ensures fast and reliable service. This team drives continuous quality improvement through data analysis, root cause identification, and leadership in quality assurance programs. They collaborate with stakeholders to enhance processes, deliver consistent service, and promote trust with every delivery. Focused on operational excellence, the team fosters a culture of accountability and innovation, ensuring high standards and reliability while supporting the overall mission to save customers time through efficient delivery solutions.
What you'll do:
Lead Monitoring & Assurance by building a risk-based approach that identifies recurring defects, systemic weaknesses, and emerging operational issues.
Drive root cause and remediation management, ensuring issues have accountable owners, action plans, timelines, escalation, and effectiveness validation.
Build Risk Intelligence using data, incidents, and risk signals to identify trends, emerging risks, and proactive recommendations.
Assess risks and control effectiveness, identifying gaps and driving sustainable remediation.
Transform operations through process redesign, standardization, automation, and AI.
Strengthen operational resilience by addressing critical dependencies, vulnerabilities, and failure points.
Deliver actionable reporting and insights on operational health, risks, controls, and remediation.
Partner cross-functionally to prioritize systemic improvements and drive sustainable solutions.
What you'll bring:
Proven leadership experience in continuous improvement with a strong focus on root cause analysis, control effectiveness, process transformation, and building operational resiliency.  
Expertise in developing, implementing, and evaluating monitoring programs and processes to enhance customer satisfaction and operational efficiency.
Ability to analyze complex data, identify behavioral gaps, and recommend actionable improvements.
Experience managing budgets and resource planning within quality control functions.
Strong collaboration skills to engage stakeholders and lead cross-functional initiatives.
Experience leading transformation initiatives involving technology, automation, analytics, or AI-enabled operations

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 $110,000.00 - $220,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
- Stock

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Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications Bachelor’s degree in Business, Communications, Education, Engineering, or related field and 5 years’ experience in training, quality, product development, related area OR 7 years’ experience in training, quality, product development, or related area.

Preferred Qualifications...

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

Assessing training programs and customer service levels in a production, sales, or customer service environment., Large-scale testing experience, Supervisory

Masters: Business, Masters: Communication, Masters: Computer Engineering, Masters: Education

International Standards Organization - Certificate, Six Sigma - Certification

Primary Location...

802 Respect Dr, Bentonville, AR 72716, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.