Senior Manager, Operations - Conversational Design, Automation (Last Mile Delivery)

Position Summary...

The Platform Stability organization is the “nervous system” of the Spark Driver ecosystem- detecting defects, triggering our escalation response playbook and working with engineering to stabilize our experience from defects and enabling friction across the driver, shopper, and enrolee journeys. Within Platform stability, our Self-Service Support Automation team leads the effort to identify and automate lower-complexity contact drivers – delivering fast, intuitive resolution paths that keep drivers focused on earning while our highly skilled human agents stay focused on the most complex, high-judgement/value issues. This team ensures we scale support without adding friction, cost, or operational burden. Supporting this work – our Conversational AI function builds AI-powered experiences that enhance accuracy, reduce time-to-resolution, decrease Contacts-Per Order, and minimize reliance on manual intervention. This function works at the intersection of AI governance, product design, LLM prompt engineering, contact center operations, and the defect lifecycle orchestration, ensuring conversations are intelligent, compliant, and friction free. As Sr. Manager, Automation & AI Conversation Design, you will support the strategy, systems, and design frameworks that power Spark’s AI-driven conversational experiences across users of our platform. You will help shape how gig drivers, shoppers, applicants, and agents interact with our platform through AI agents – ensuring conversations are reliable, intuitive, accurate, and grounded in real platform signal, while staying human. This is not a “chatbot writer” role – it is a system architect +product strategist + experience designer role. You will support and refine the driver self-support experience, conversational governance model, manage guardrails for safety/accuracy, operational excellence, partner deploy with LMD Product & Engineering, and manage veracity and hallucination response playbooks and execution. You will oversee the fully lifecycle of conversational automation across:

* Spark Driver Support AI Chatbot (Voice and Chat)

* Enrollee Assistant (Onboarding Flows)

* Integration with Product Personas and real-time defect signals

* Measure success of AI agents through consistent Lead and Lag measures (KPIs) You will also stand up an operating model to continuously identify friction, test improvements, and drive measurable CPO reduction through automation and containment.

What you'll do...

• 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.

What You’ll Bring:

• 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.
• Bonus: Experience in gig-economy platforms, AI safety, responsible AI frameworks, and contact center agent assist.

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

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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 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 projectsMasters, Masters: Operations ManagementProject Management- Project Management Professional- Certification

Primary Location...

802 Respect Dr, Bentonville, AR 72716, United States of AmericaWalmart 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.