Senior Manager, Contact Center – Digital and Channel Strategy

Walmart

Senior Manager executing digital and channel strategy initiatives while overseeing member support at Sam's Club. Driving change management and continuous improvement for service delivery and customer engagement.

Posted 5/22/2026full-timeBentonville • 🇺🇸 United StatesSenior💰 $80,000 - $155,000 per yearWebsite

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Lead and oversee Member Support Channel, Automation, and Self Serve Strategy & Implementation to ensure efficient and effective service delivery to our members
Develop, implement, and quantify strategic plans to enhance operational performance and customer satisfaction
Mentor and guide cross-functional teams to foster professional growth and achieve business objectives
Utilize data analysis and trend insights to identify opportunities for continuous improvement and risk mitigation
Drive change management initiatives and promote agile methodologies to adapt to evolving business needs
Collaborate with 4 in the box stakeholders to align business planning and operational goals
Demonstrate thought leadership and take ownership of key projects and challenges

Requirements

What you’ll need

Option 1: Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 4 years’ experience in retail management, business, technology, communications, or related area
Option 2: 6 years’ experience in business, technology, communications, or related area
2 years’ supervisory experience
5 years’ experience in customer service, contact center, service desk, or related area
Leading a cross-functional team
Project Management
Supervisory experience
Masters: Business Administration
Masters: Computer Engineering
Masters: Operations Management
Project Management - Project Management Professional - Certification

Benefits

Comp & perks

Health benefits include medical, vision and dental coverage
Financial benefits include 401(k), stock purchase and company-paid life insurance
Paid time off benefits include PTO, parental leave, family care leave, bereavement, jury duty, and voting
Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more
Live Better U is a company paid education benefit program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysischange managementagile methodologiesproject management

Soft Skills

leadershipmentoringcollaborationstrategic planningcustomer satisfactionoperational performance

Certifications

Project Management Professional