Senior Manager, Contact Center - Support Systems
About The Position
The Senior Manager, Support Platforms is to lead planning and implementation of all digital tools and platforms as a voice of the business in a 4 in the box approach. This role requires strategic oversight of workflow management, cross-functional collaboration, and performance enhancement initiatives. The successful candidate will demonstrate strong leadership, critical thinking, and effective communication skills to influence teams and stakeholders. By fostering operational efficiency and championing change management, the Senior Manager will ensure superior service delivery aligned with organizational goals and evolving business needs. About the team: The team leads cross-functional efforts to enhance the member experience within the contact center and broader business. They develop and execute system integrations, discovery work, and A/B testing to best support the Operational need. The team is innovative and focused on finding solutions to solve problems proactively in collaboration with internal teams and external partners, focusing on reducing friction. They emphasize data-driven decision-making and continuous process improvement. Leadership fosters strong communication, strategic collaboration, and hands-on management to ensure effective performance and sustained growth in contact center operations.
Requirements
- 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.
- 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 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.
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
Senior
