Senior Manager, Contact Center- Operational Readiness

Walmart • Bentonville, AR

2d • $80,000 - $155,000 • Onsite

About The Position

The Senior Manager of Operational Readiness, Contact Center, leads the development and execution of operational readiness strategies that enhance Member Support performance and the member experience. This role oversees project execution, process improvement, and data-driven decision-making to optimize Member Support & Advocacy operations. Partnering cross-functionally, the Senior Manager ensures alignment across business teams, operational priorities, and corporate policies while driving continuous improvement and innovation in service delivery. This leader supports key business objectives and fosters a high-performing, engaged team committed to delivering exceptional experiences for both members and associates. The Operational Readiness team is part of Member Support Enablement, alongside Learning & Development and Content Management. Together, these teams help ensure associates have the knowledge, tools, and support needed to deliver exceptional member experiences. Operational Readiness focuses on preparing Member Support to successfully execute new initiatives, operational changes, and evolving member experiences. By partnering across the business, the team translates plans into action through operational planning, cross-functional coordination, readiness activities, and continuous improvement. With a focus on reducing friction and enabling successful change, the team helps ensure our frontline is equipped to deliver consistent, high-quality support at scale.

Requirements

• 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.
• 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.

Nice To Haves

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