(USA) Senior Director, Quality Assurance

Position Summary...

Senior Director, Quality Assurance — Health & Wellness
We’re seeking a Senior Director to lead enterprise-wide Quality Assurance across Walmart Health & Wellness. In this role, you will define the quality vision, drive operational excellence, and strengthen performance outcomes across some of our most complex, high-impact programs. You’ll oversee audits, shape best-practice frameworks, inform strategic decision-making, and influence partners across the business to elevate patient experience, clinical quality, and supplier performance.

What you'll do...

What You’ll Do:

Drive quality excellence and customer experience

• Lead quality and safety strategic planning, evaluating service levels and operational effectiveness across programs.

• Deliver actionable insights to leadership, highlighting strengths, gaps, and quality-driver opportunities.

• Approve key quality metrics and develop reporting that enables enterprise visibility and continuous improvement.

 

Lead lane strategy & operations

• Manage headcount planning, KPIs, monthly business reviews, and strategic roadmap execution.

• Align operational performance with long-term business priorities and enterprise commitments.

• Lead a team responsible for operational excellence and cross functional partnerships

 

Manage the Quality and Safety organization’s financial portfolio

• Review and approve budgets, evaluate CapEx requests, and ensure fiscal discipline through forecast-to-actuals analysis and variance reconciliation.

 

Lead Quality and Safety Data and AI Strategy and Implementation

• Lead a team responsible for key performance insights and reports to ensure that data is turned into action.

• Lead AI adoption and integration portfolio ensuring that AI and automation are being integrated into both daily work and go forward innovation.

 

Elevate supplier quality & performance management

• Approve supplier QA protocols and performance standards.

• Lead supplier onboarding, training, and feedback mechanisms that strengthen accountability and operational readiness.

• Define and report on supplier metrics to business partners and senior leaders.

 

Model culture and leadership excellence

• Champion a customer-first mindset, demonstrate integrity, and lead through change.

• Foster a learning culture with a focus on capability-building and continuous improvement.

• Support and uphold the Open Door Policy and Walmart values.

 

What you’ll bring…

• 8–10+ years in quality assurance, customer operations, contact center excellence, or related disciplines.

• 3–5+ years leading multi-team QA programs, enterprise process improvements, or large-scale operational transformation.

• Proven experience designing QA frameworks, metrics, dashboards, and insights using tools such as Excel/Sheets, Tableau, Power BI, or similar BI platforms.

• Demonstrated ability to coach leaders and frontline associates—translating insights into scalable, actionable plans.

• Experience with budget management, including annual planning, CapEx, and variance analysis.

• Supplier quality management expertise, including protocol design, training, and performance scorecards.

• Exceptional communication, stakeholder management, and change leadership skills with the ability to influence at all levels.

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