Senior Manager, Contact Center

Walmart•Bentonville, AR

21h•$80,000 - $155,000

About The Position

The Senior Manager, Contact Center, leads large-scale contact center operations across Walmart’s BPO partner network. This role is accountable for service level performance, quality outcomes, capacity planning, and operational efficiency. The position oversees communication standards, quality assurance, and process execution while ensuring alignment with corporate policies and contractual service level agreements. The Senior Manager partners cross-functionally to resolve systemic issues, drive operational discipline, and deliver measurable improvements. This role also develops people leaders, monitors performance through data-driven insights, and fosters a high-performing, accountable operating environment. About the team: The team oversees Walmart’s global BPO contact center partnerships, ensuring operational stability, scalability, and consistent performance across programs and geographies. It owns vendor management across the full lifecycle, including selection, onboarding, performance governance, and continuous improvement. Working closely with internal stakeholders and external providers, the team aligns priorities, manages risk, and evaluates outcomes through structured metrics and financial analysis. The team plays a key role in maintaining reliable customer experiences while balancing cost, quality, and operational efficiency at scale.

Requirements

Extensive experience leading contact center operations at scale, including BPO environments.
Demonstrated ownership of vendor performance management and SLA accountability.
Strong capability in performance metrics, forecasting, and capacity planning.
Experience building and operating quality assurance and coaching programs.
Data-driven problem-solving skills with a track record of measurable improvement.
Proven leadership in developing managers and driving operational discipline in complex organizations.
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.

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 contact center operations across multiple BPO partners and geographies.
Own service level performance, quality metrics, and capacity planning outcomes.
Establish and maintain communication standards, QA frameworks, and call monitoring practices.
Analyze operational data to identify root causes and implement corrective actions.
Partner with Product, Technology, Finance, and Operations to resolve cross-functional issues.
Govern vendor performance through scorecards, reviews, and structured improvement plans.
Coach and develop managers, driving consistent execution and leadership capability.

Benefits

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet.
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 (including sick leave), 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.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
The amount you receive depends on your job classification and length of employment.
It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices .Live Better U is a Walmart-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.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.
Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart .
The annual salary range for this position is $80,000.00 - $155,000.00 Additional compensation includes annual or quarterly performance bonuses.
Additional compensation for certain positions may also include : - Stock