Senior Manager, Contact Center - Digital and Channel Strategy

Walmart • Bentonville, AR

6d • $80,000 - $155,000 • Onsite

About The Position

The Senior Manager, Member Support, leads Digital and Channel Transformation through strategic initiatives and executing implementation to enhance member experience. This role requires strong leadership in managing cross-functional teams, driving change management, and applying data-driven insights to improve service delivery. The position demands expertise in business planning, risk mitigation, and trend analysis to support continuous improvement and operational excellence. The Senior Manager will mentor team members, foster collaboration, and ensure alignment with organizational goals to achieve measurable outcomes and sustain high-quality customer engagement. The team focuses on enhancing the digital experience for members seeking self-service or support. They develop and execute targeted strategies to improve member interactions across communication channels, tracking key performance indicators to measure success. Collaborating closely with business stakeholders, vendors, and suppliers, the team leverages data analysis and trend insights to inform decisions and optimize processes. With deep knowledge of members and operations, the team leads contact center initiatives, continuously adopting new tools and methods to drive efficiency and elevate overall performance.

Requirements

• Proven experience in leading contact center operations with a focus on operational performance management and risk mitigation.
• Strong problem-solving skills combined with strategic communication abilities to drive business planning and change management initiatives.
• Demonstrated thought leadership and mentorship capabilities to develop and guide cross-functional teams effectively.
• Expertise in applying agile methodology and data analysis to optimize contact center processes and enhance customer experience.
• Ability to take extreme ownership and lead complex projects while fostering collaboration across teams.
• In-depth product knowledge to align contact center strategies with organizational goals and market trends.
• 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.

Nice To Haves

• Leading a cross-functional team
• Project Management
• Supervisory experience
• Masters: Business Administration
• Masters: Computer Engineering
• Masters: Operations Management
• Project Management - Project Management Professional - Certification

Responsibilities

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior