Manager, Operations – Fraud, Trust and Safety (Last Mile Delivery)

Position Summary...

In this Manager position under the Trust and Safety pillar of our Last Mile Delivery (LMD) team, you will lead the strategy and operations that prevent and detect account sharing fraud on the Spark Driver platform. This role is fully focused on remote investigations, leveraging CCTV, digital signals, and other non-field methods to validate account integrity and protect the marketplace.

You will manage a team of fraud investigators while also serving as the primary business partner to our Care Center Fraud Operations, indirectly shaping workflows, SOPs, and quality standards for 100+ associates. Success in this role requires strong operational leadership, analytical rigor, and the ability to collaborate deeply with Product Development to build and enhance detection tools and signals.

What you'll do...

What You’ll Do Fraud Strategy & Program Ownership

• Own the end-to-end account sharing fraud strategy, including detection, validation, evidence handling, and policy enforcement.
• Develop and improve remote investigation methods using CCTV and digital indicators.
• Translate strategy into actionable plans, operational playbooks, and scalable SOPs.

Product & Cross-Functional Partnership

• Partner closely with Product Development to define business requirements and support the design of new detection tooling and automated signals.
• Provide analytical insights and trend identification to influence product roadmaps.

Team & Operations Leadership

• Lead and develop a team of fraud investigators, setting priorities and fostering continuous improvement.
• Indirectly guide and support 100+ Care Center associates, including SOP creation, QA expectations, investigation standards, and escalation pathways.
• Build reporting, dashboards, and insights that drive operational decisions.

Investigation Excellence & Incident Response

• Oversee high-impact account integrity investigations and emerging fraud patterns.
• Conduct data-driven analysis to identify new risk signals, false positives, and method-of-operation shifts.
• Coordinate incident response and communicate risks and mitigations to leadership.

Governance & Stakeholder Communication

• Maintain strong operational documentation, evidence requirements, and audit readiness.
• Partner with Legal, Compliance, Driver Experience, and other stakeholders to ensure alignment and consistent execution.

What You’ll Bring

• 5–8+ years in Fraud Prevention, Trust & Safety, Risk Ops, or similar fields, including experience leading investigative or operational teams.
• Strong analytical skills with experience using Excel, Power BI, Tableau, or similar tools.
• Experience with account integrity, digital investigations, and remote evidence validation.
• Demonstrated ability to collaborate with Product & Engineering teams to influence tooling and automation.
• Excellent communication and stakeholder-management skills in fast-moving, ambiguous environments.
• No travel required; role is focused entirely on remote investigations and operational leadership.

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 Learn