(USA) Senior Manager, Operations -Digital Identity Operations

Position Summary...

About the team:

The T&S Digital Identity team at Walmart leads key operational initiatives to ensure trust and safety. This team collaborates across functions to analyze data, develop solutions, and implement best practices that enhance project success. Members manage timelines, communicate with stakeholders, and support business objectives with integrity and accountability. The team fosters a collaborative environment focused on delivering results that protect customers and the business. Expertise in operations, project management, and business analysis is essential to drive continuous improvement and achieve strategic goals in this role.

The Senior Manager, Digital Identity Operations is responsible for the execution, performance, and reliability of the identity verification ecosystem supporting Last Mile Delivery (LMD). This role owns the day-to-day operations of identity platforms, ensuring seamless onboarding, high system availability, and frictionless user experiences at scale.

This leader partners closely with Product, Engineering, and regional Operations teams to deliver a high-performing identity program that supports LMD growth while minimizing disruption and operational risk.

What you'll do...

Operational Execution & Program Delivery 

• Owns the day-to-day execution of the digital identity program.
• Ensures identity verification workflows are scalable, efficient, and aligned with onboarding and fulfillment goals.  
• Translates business and regional requirements into operational processes and platform enhancements.  

Platform Reliability & Incident Management 

• Partners with Engineering to ensure high availability and performance of identity platforms.  
• Provides leadership during platform stability incidents impacting identity and fraud processes
• Coordinates with identity verification (IDV) vendors during operational issues, troubleshooting efforts, and incident management to ensure timely resolution.
• Establishes monitoring, alerting, and escalation frameworks.  

Process Optimization & Efficiency 

• Continuously improves identity workflows.
• Uses data and operational metrics to inform improvements and track performance.  

 
What you'll bring...

• 7+ years of experience in Program Management, Tech Operations, or Platform Operations  
• 3+ years in a leadership role managing teams or complex programs  
• Strong experience managing high-scale, operational platforms with uptime and SLA accountability  
• Proven ability to lead cross-functional execution in fast-paced environments  
• Experience in Last Mile Delivery, logistics, or marketplace platforms  
• Familiarity with identity verification workflows and onboarding systems  
• Strong analytical and problem-solving skills with a focus on operational metrics  
• Experience managing incident response, vendor coordination, and operational escalations 

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 e