Senior Manager, Contact Center – Support Systems

Walmart

Senior Manager leading planning and implementation of digital tools and platforms for Walmart’s contact center. Driving operational efficiency and continuous improvement in member services.

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

About the role

Key responsibilities & impact

Lead and manage contact center operations to ensure efficient workflow and high-quality Member service.
Drive continuous improvement initiatives to enhance operational efficiency and performance metrics.
Collaborate with cross-functional teams to align tools to Member Support strategies with organizational goals.
Oversee change management processes to support new product launches and service enhancements with quality monitoring post launch.
Provide strategic communication and thought leadership to motivate and develop team members.
Utilize critical thinking to resolve complex issues and optimize Member experience.
Foster a team-oriented environment promoting accountability and extreme ownership.

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.
Proven expertise in workflow management and operational efficiency within contact center environments.
Strong leadership skills with experience guiding cross-functional teams to achieve performance improvement.
Demonstrated ability to drive continuous improvement processes and manage change effectively.
Exceptional strategic communication and interpersonal skills to engage stakeholders at all levels.
Critical thinking and thought leadership capabilities to influence decision-making and foster innovation.
Executive presence with a commitment to extreme ownership and accountability.
Comprehensive product knowledge and experience supporting new product development initiatives.

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

workflow managementoperational efficiencycontinuous improvementchange managementcustomer servicecontact center operationsservice deskproduct development

Soft Skills

leadershipstrategic communicationcritical thinkinginterpersonal skillsteam-orientedaccountabilityextreme ownershipthought leadership

Certifications

Bachelor's degree