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Senior Manager, Operations (Spark Driver Platform- Trust & Safety))



Bentonville, AR, USA
Posted on Tuesday, July 2, 2024

Position Summary...

What you'll do...

We are seeking a highly skilled and experienced Trust & Safety Specialist with subject matter expertise in gig driver deactivations, strikes, appeals, reactivations, and pre-arbitration. As a Trust & Safety Specialist, you will be responsible for ensuring the safety, integrity, and compliance of our gig driver community while maintaining a fair and balanced approach to driver deactivations and related processes. Your hands-on industry experience will be invaluable in understanding the complexities of the gig economy and effectively managing driver-related issues.


1. Subject Matter Expertise:

- Develop and maintain a deep understanding of the gig driver ecosystem, including relevant laws, regulations, and industry best practices.

- Stay updated on emerging trends, issues, and challenges related to gig driver deactivations, strikes, appeals, reactivations, and pre-arbitration.

- Serve as the company's primary point of contact for all matters related to gig driver deactivations and related processes.

2. Driver Deactivations:

- Conduct thorough investigations into driver-related incidents, violations, or breaches of platform policies.

- Apply a fair and consistent approach to assess driver behavior and determine appropriate deactivation actions.

- Collaborate with cross-functional teams, including legal, compliance, and operations, to ensure deactivations align with company policies and legal requirements.

4. Reactivations and Escalations:

- Develop and implement data-driven strategies for driver reactivations, leveraging analytics and metrics to assess the viability of reinstating drivers.

- Collaborate with the data analytics team to identify trends, patterns, and insights related to driver deactivations and reactivations.

- Establish key performance indicators (KPIs) and metrics to track the effectiveness of reactivations and escalations processes.

- Continuously improve reactivation processes by analyzing data, identifying bottlenecks, and implementing solutions to streamline operations.

5. Appeals & Pre-Arbitration:

- Setting up a new appeals and pre-arb capability.

- Provide guidance and support to drivers involved in pre-arbitration disputes, ensuring they understand the process and their rights.

- Collaborate with the legal team to gather necessary documentation, evidence, and information for pre-arbitration proceedings.

- Act as a liaison between drivers and legal representatives, ensuring effective communication and timely resolution of pre-arbitration cases.

6. Training and Education:

- Develop and deliver training programs for internal teams, including customer support, operations, and management, to enhance their understanding of gig driver deactivations and related processes.

- Conduct regular workshops and knowledge-sharing sessions to keep teams updated on industry trends, best practices, and changes in regulations.

7. Compliance and Policy Development:

- Collaborate with the compliance team to ensure driver deactivations and reactivations align with legal requirements and company policies.

- Participate in policy development and revision processes, providing insights and recommendations based on industry expertise and data analysis.

8. Data Analytics & Metrics

- Ability to do data analytics and defining new metrics and KPIs

- Setting up process and operational capabilities based on metrics, mechanisms, auditing, and QA

- Setting up defect rate measures and counter measures at scale

- Defining negative metrics and related escalation thresholds


- Minimum of 5 years of experience in a Trust & Safety role within the gig economy or related industry.

- In-depth knowledge of gig driver deactivations, appeals, reactivations, and pre-arbitration processes.

- Strong analytical skills with the ability to leverage data and metrics to drive informed decisions and process improvements.

- Excellent communication skills, both written and verbal, with the ability to interact with drivers, legal representatives, and internal stakeholders.

- Demonstrated ability to work in a fast-paced environment, managing multiple cases simultaneously and meeting tight deadlines.

- Strong problem-solving skills and the ability to make fair and unbiased decisions in complex situations.

- Knowledge of relevant labor laws, regulations, and industry standards pertaining to gig driver operations.

- Bachelor's degree in a related field is preferred.

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 $90,000.00-$180,000.00

Additional compensation includes annual or quarterly performance bonuses.

Additional compensation for certain positions may also include:

- Stock

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 Administration, Engineering, Operations , or related field and 3 years’ experience in operations, project management, or related area OR 5 years’ experience in operations, project management, or related area. 1 year’s supervisory experience.

Preferred Qualifications...

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

Leadership of cross-functional task forces or projects Masters, Masters: Operations Management Project Management - Project Management Professional - Certification

Primary Location...

2501 Se J St, Ste A, Bentonville, AR 72716-3724, United States of America