Senior Manager, Operations - Conversational Design, Automation; Last Mile Delivery

Position Summary. The Platform Stability organization is the “nervous system” of the Spark Driver ecosystem—detecting defects, triggering our escalation response playbook and working with engineering to stabilize our experience from defects and enabling friction across the driver, shopper, and enrolee journeys.

Within Platform stability, our Self‑Service Support Automation team leads the effort to identify and automate lower‑complexity contact drivers—delivering fast, intuitive resolution paths that keep drivers focused on earning while our highly skilled human agents stay focused on the most complex, high‑judgement/value issues. This team ensures we scale support without adding friction, cost, or operational burden.

Supporting this work—our Conversational AI function builds AI‑powered experiences that enhance accuracy, reduce time‑to‑resolution, decrease Contacts‑Per Order, and minimize reliance on manual intervention. This function works at the intersection of AI governance, product design, LLM prompt engineering, contact center operations, and the defect lifecycle orchestration, ensuring conversations are intelligent, compliant, and friction free.

As Sr. Manager, Automation & AI Conversation Design, you will support the strategy, systems, and design frameworks that power Spark’s AI‑driven conversational experiences across users of our platform. You will help shape how gig drivers, shoppers, applicants, and agents interact with our platform through AI agents—ensuring conversations are reliable, intuitive, accurate, and grounded in real platform signal, while staying human.

This is not a “chatbot writer” role—it is a system architect + product strategist + experience designer role. You will support and refine the driver self‑support experience, conversational governance model, manage guardrails for safety/accuracy, operational excellence, partner deploy with LMD Product & Engineering, and manage veracity and hallucination response playbooks and execution.

You will oversee the full lifecycle of conversational automation across:

• Spark Driver Support AI Chatbot (Voice and Chat)
• Enrollee Assistant (Onboarding Flows)
• Integration with Product Personas and real‑time defect signals
• Measure success of AI agents through consistent Lead and Lag measures (KPIs)

You will also stand up an operating model to continuously identify friction, test improvements, and drive measurable CPO reduction through automation and containment.

• Build and lead governance frameworks for LLM‑powered AI agents, focusing on accuracy, safety, hallucination controls, and approval workflows.
• Co‑develop design standards for prompts, flows, error‑proofing, and tone across all AI tools.
• Conduct red‑team reviews for high‑risk AI scenarios (e.g., earnings, identity, fraud).
• Identify top contact drivers and automation opportunities using data and insights; partner to automate workflows and optimize contact center performance (AHT, containment, FCR).
• Lead cross‑functional initiatives for conversational automation, ensuring alignment with enterprise AI risk governance and compliance.
• Define and monitor KPIs for agent containment, CPO reduction, task completion, escalation avoidance, and NLU performance.
• Use data and feedback to continuously improve AI flow design and enrich training data.

• 7–10+ years in conversational AI, automation, product design, or contact center operations, with 3+ years in a leadership role.
• Experience designing for high‑volume, high‑risk, complex domains (e.g., gig platforms, fintech, logistics).
• Proven ability to architect multi‑turn conversations and AI prompts for complex workflows.
• Strong familiarity with LLMs, NLU/NLP, prompt engineering, and conversation QA.
• Deep experience with contact center workflows and automation tools (e.g., Dialogflow, Lex, Rasa).
• Excellent stakeholder management and communication skills, including with VP+ leaders.
• Ability to define, monitor, and communicate KPIs for automated self‑support systems.
• Bonus:
  Experience in gig‑economy platforms, AI safety, responsible AI frameworks, and contact center agent assist.

At Walmart, we offer competitive pay as well as…