(USA) Senior Manager, Contact Center

Walmart • Bentonville, AR

4d • Onsite

About The Position

Role summary: Operational Readiness & Process ensures the Member Support organization is prepared to successfully execute new initiatives, operational changes, and evolving member experiences. This role proactively identifies impacts to frontline operations, drives readiness planning, and ensures effective communication, processes, and support structures are in place prior to implementation. The role partners across operational and support functions to assess risks, improve preparedness, and create strong feedback loops between frontline teams and the broader business. Additionally, this leader drives process improvement efforts across frontline and internal operations, enhancing efficiency, consistency, associate effectiveness, and member experience through scalable operational solutions and continuous improvement. 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 partners across functions to address evolving member needs and drive operational excellence. Focused on innovation and continuous improvement, the team leverages data, technology, and process optimization to enhance both member and associate experiences. Committed to proactive, scalable solutions, Member Support & Advocacy plays a vital role in supporting Sam’s Club’s mission to provide effortless, high-quality service that strengthens member satisfaction and loyalty.

Requirements

• Experience in operational readiness, process improvement, and contact center or member support operations.
• Strong cross-functional collaboration, communication, and stakeholder management skills.
• Ability to manage multiple initiatives, assess operational impacts, and drive execution in a fast-paced environment.
• 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.
• 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.
• OR 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 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.

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