• (USA) Senior Director, Quality Assurance

    Walmart (Bentonville, AR)


    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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    Minimum Qualifications...

     

    _Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications._

     

    Minimum Qualifications: Bachelor’s degree in Business, Communications, Education, Engineering, or related field and 5 years’ experience in quality, product development, training, or related area OR 7 years’ experience in quality, product development, training, or related area. 1 years' supervisory experience.

     

    Preferred Qualifications...

     

    _Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications._

     

    Customer Service, Testing Technologies

     

    Masters: Business Administration

     

    Six Sigma Black Belt - Certification, Six Sigma Green Belt - Certification

     

    Primary Location...

     

    2608 Se J St, Bentonville, AR 72712, United States of America

     

    Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.

     

    Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.