Trust & Safety Manager, Product and Tools
JobTitle: Trust & Safety Manager, Product and Tools
City: SAN BRUNO
The Trust & Safety (T&S) Group within Walmart Global Ecommerce is responsible for defining, enforcing and promoting policies, programs and products to ensure safe transactions and create trust perception across our marketplace businesses.
In this role, the Trust & Safety Manager, Product & Tools will identify needs, gaps and will work to prevent and troubleshoot any issues in the current production environment and tools used by the T&S Operations team. The Trust & Safety Manager, Product, and Tools will also be responsible for workforce management and ensure that T&S Product and Tools are staffed appropriately at all time to handle incoming case volume.
This role will work closely with the T&S Operations, Analytics and the T&S Rules Manager to maximize efficiencies and push for operational excellence.
The T&S Manager, Product & Tools will partner with Customer Care as well Product and Technology teams.
This role will report into the Sr. Manager, Trust and Safety Programs and Infrastructure.
Ensure daily T&S processes and tools are stable
Triage and work to resolve production issues on T&S tools with our technology partners
Partner with T&S Tools & Product managers to prioritize and implement operational efficiencies
Create, update documentation and training material on T&S Operations tools and products as required
Support T&S Program Managers to enforce their respective policies from an operational perspective
Own workforce management model and T&S Operations staffing requirements
- 4+ years of hands-on experience managing multiple dependencies in large-scale project or operations work
Experience creating and operational processes and efficiencies
- Extremely organized with excellent attention to detail
- Demonstrated success engaging technology cross-functional teams
- Excellent verbal and written service and communication skills
Experience Interacting with internal support teams to ensure technical issues are resolved in a timely manner.
Additional Preferred Qualifications
Strong problem-solving skills
- Proficient in MS excel and SQL
- Ability to analyze data and present findings
Walmart Global eCommerce is comprised of Walmart.com, VUDU, SamsClub.com, and our technical powerhouse @WalmartLabs. Here, innovators incubate next gen e-commerce solutions in real-time. We integrate online, physical, and mobile shopping experiences for billions of customers around the globe. How do we do it? We continuously build and invest in new technology including open source tools and big data innovations. Data scientists, front and back-end engineers, product managers, and web and UX/UI teams collaborate alongside e-commerce experts to envision, prototype, and bring revolutionary ideas to life in a dynamic, flexible and fun work culture.