Director, Technology Operations - Driver Defects, Agentic AI - Last Mile Delivery
WalmartPosition Summary... What you'll do... At Walmart, our Last Mile Delivery organization is transforming how we identify and eliminate driver friction while building smarter, safer, and more human-centered AI-powered support experiences. As Director, Tech Ops , you'll lead teams responsible for reducing technology defects across the driver journey and advancing the quality and effectiveness of conversational and agentic AI. You'll turn complex operational insights into product and engineering improvements, accelerate defect resolution, and scale AI capabilities that solve real problems. This is an opportunity to shape strategy, influence enterprise technology priorities, and build high-performing teams that deliver measurable improvements in reliability, driver experience, and operational efficiency. What You'll Do... Set the strategy and drive results. Establish the vision, priorities, and operating model for Driver Defects and Agentic AI Tech Ops, aligning investments and resources to measurable improvements in driver experience, AI quality, and cost to serve. Eliminate driver friction at its source. Lead the identification, prioritization, and resolution of complex defects across onboarding, identity verification, trust and safety, fraud, and delivery journeys. Partner with Product and Engineering to accelerate verified fixes, reduce defect-driven contacts, and prevent recurring issues. Build a best-in-class AI quality program. Establish continuous AI evaluation, regression monitoring, and adversarial testing to improve model accuracy, reduce false positives, detect drift, and ensure safe, reliable AI-powered experiences. Scale intelligent, human-centered automation. Advance conversational and agentic AI capabilities that safely resolve user needs, improve self-service, and seamlessly connect users to human support when needed. Turn conversation intelligence and frontline insights into continuous product and AI improvements. Drive cross-functional accountability and business impact. Influence Product, Engineering, Enterprise Care, and technology vendors to deliver roadmap commitments, strengthen launch readiness, and improve key outcomes including contacts per order (CPO), self-service rate (SSR), defect resolution speed, and AI accuracy. Build and develop exceptional leaders. Lead senior managers and their teams, establishing clear ownership, strong operating rhythms, and a culture of decisive action, continuous improvement, and measurable results. What You'll Bring... Strategic technology leadership: 10+ years of experience in technical operations, product operations, platform reliability, or customer experience transformation, including 5+ years leading teams and demonstrated success developing managers and senior leaders. AI and technical fluency: Experience with AI-enabled operations, conversational AI, agentic workflows, model evaluation, automation, and technology integrations, with the ability to guide technical teams and assess operational risks. Proven business impact: A track record of translating complex operational challenges into measurable improvements in reliability, customer experience, efficiency, and technology performance. Cross-functional influence: Demonstrated ability to align senior Product, Engineering, Operations, and enterprise stakeholders, secure commitments, and drive outcomes across organizational boundaries. Analytical and executive judgment: Strong financial and analytical acumen, executive communication skills, and the ability to prioritize investments, navigate ambiguity, and make sound decisions with incomplete information. People leadership: Experience building high-performing teams, coaching leaders, managing organizational change, and creating a culture of accountability and ownership. You'll sweep us off our feet if you have... Experience in gig-economy platforms, last-mile delivery, or marketplace technology. Knowledge of AI assurance, red-teaming, fraud and identity verification, or re…