Senior Manager, Contact Center – Business Performance & Analytics

Walmart

. Lead and mentor teams to ensure high performance and operational excellence.

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

About the role

Key responsibilities & impact

Lead and mentor teams to ensure high performance and operational excellence.
Oversee cross-functional collaboration to drive continuous improvement and effective problem resolution.
Utilize data analysis and trend evaluation to inform strategic decisions and optimize contact center operations.
Manage annual budget preparation, invoice review, and performance reporting to maintain financial accountability.
Implement change management initiatives to enhance customer experience and operational efficiency.
Foster a culture of extreme ownership and critical thinking to meet organizational goals.

Requirements

What you’ll need

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.
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.
Proficiency in analytic applications, data analysis, and strategic analysis to support business objectives.
Strong skills in statistics and trend analysis to identify opportunities and inform strategies.

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 for full-time and part-time associates in Walmart and Sam's Club facilities.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysistrend evaluationbudget preparationinvoice reviewperformance reportingchange managementstatisticsstrategic analysiscustomer servicecontact center operations

Soft Skills

leadershipmentoringcross-functional collaborationproblem resolutionoperational excellencecritical thinkingextreme ownershipcontinuous improvementorganizational goalscustomer experience