Director, Contact Center - Enablement
About The Position
The Director, Member Support Enablement leads the operational support functions that enable a high-performing Member Support organization, including learning and development, quality assurance, knowledge management and content strategy, operational readiness, and process improvement. This role develops scalable programs, tools, and processes that improve associate effectiveness, consistency, productivity, and member satisfaction. The Director partners across operational and enablement functions to support successful execution of new initiatives and evolving member needs. By leveraging data, quality insights, and feedback loops, this leader drives operational excellence, continuous improvement, and readiness strategies that enhance both associate and member experiences while enabling seamless day-to-day execution. About the team: The Member Support & Advocacy team at Sam’s Club delivers exceptional service across multiple channels, ensuring a seamless member experience. Operating in a fast-paced, collaborative environment, the team addresses member needs through effective communication, problem-solving, and operational planning. By leveraging data, technology, and process improvements, the team drives operational excellence and supports continuous enhancements. Focused on creating scalable solutions, the team plays a vital role in strengthening member satisfaction and loyalty while fostering accountability, innovation, and a commitment to delivering an effortless and differentiated experience for members.
Requirements
- Proven leadership experience in directing contact center operations and driving strategic initiatives.
- Strong expertise in operational excellence, process improvement, and quality control.
- Ability to collaborate cross-functionally to align business goals and enhance customer experience.
- Demonstrated success in managing continuous improvement processes and change leadership.
- Proficient in program management with a focus on analytics, reporting, and decision-making.
- Experience in learning and development strategy to build and sustain a high-performing team.
- Ability to partner cross-functionally, influence stakeholders, and lead through change in a fast-paced environment.
- Experience leveraging operational insights and performance trends to improve associate effectiveness and member experience.
- Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 5 years’ experience in retail management, business, psychology, counseling, business administration, or related area OR 7 years’ experience in retail management, business, psychology, counseling, business administration, or related area.
Nice To Haves
- Managing virtual teams
- Operations
- Product Management
- Project Management
- Supervising Associates
Responsibilities
- Lead operational support functions including learning and development, quality assurance, operational readiness, process optimization, and knowledge management and content strategy.
- Develop scalable programs, tools, processes, and content that improve associate effectiveness, productivity, consistency, and member satisfaction.
- Partner cross-functionally to support new initiatives, process changes, and evolving member needs.
- Establish quality frameworks, readiness plans, and operational standards that support frontline success.
- Leverage data and feedback loops to drive continuous improvement and reduce operational friction.
- Build high-performing teams and foster a culture of accountability and operational excellence.
Benefits
- 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.
- PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
- short-term and long-term disability
- company discounts
- Military Leave Pay
- adoption and surrogacy expense reimbursement
- 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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What This Job Offers
Job Type
Full-time
Career Level
Director
