Senior Manager, Contact Center

Walmart

Senior Manager overseeing operational readiness and process improvement initiatives in Member Support at Sam's Club. Driving collaboration across functions for enhanced member experiences and operational excellence.

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

About the role

Key responsibilities & impact

Lead operational readiness efforts for new initiatives, operational changes, and evolving member experiences within Member Support.
Develop readiness plans, communications, processes, and support structures to ensure successful execution.
Partner cross-functionally to assess operational impacts, identify risks, and drive proactive solutions.
Establish feedback loops between frontline teams and business partners to improve outcomes and reduce friction.
Lead process improvement initiatives across frontline and internal Member Support operations.
Drive scalable operational solutions that improve efficiency, consistency, associate effectiveness, and member experience.
Support change management and continuous improvement efforts in a fast-paced environment.

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.
Strong cross-functional collaboration, communication, and stakeholder management skills.
Proven problem-solving, critical thinking, and continuous improvement capabilities.
Experience implementing scalable operational solutions that improve efficiency, consistency, associate effectiveness, and member experience.
Strong organizational, project management, and data analysis skills.
Ability to influence through change with a proactive and solution-oriented mindset.

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. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

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Hard Skills & Tools

process improvementchange managementdata analysisoperational readinessproject managementcustomer servicecontact centerservice deskbusiness analysisrisk assessment

Soft Skills

cross-functional collaborationcommunicationstakeholder managementproblem-solvingcritical thinkingcontinuous improvementorganizational skillsinfluencingsolution-oriented mindsetproactive approach