Senior Manager, Contact Center

Walmart • Bentonville, AR

1d • Onsite

About The Position

As a Senior Manager, Contact Center, you will lead the strategy and execution of customer support operations to deliver seamless, high-quality customer experiences at scale. In this role, you will support one of three key areas—Specialty Operations, Store Support Experience, or Last Mile Delivery—tailoring strategies to meet the unique needs of each. You’ll drive performance through data-driven insights, process optimization, and strong team leadership. This role is critical in shaping how customers interact with our brand while ensuring operational excellence and continuous improvement. If you’re passionate about transforming customer service through innovation and analytics, this is a high-impact leadership opportunity. This role is in-person at the Home Office in Bentonville, AR. Our CES team is at the forefront of customer experience, handling high-volume interactions while maintaining a strong focus on quality and efficiency. We partner closely with product, operations, and analytics teams to continuously improve service delivery and customer satisfaction. The team leverages data, technology, and best-in-class processes to meet evolving customer needs. This role plays a key part in elevating team performance, scaling operations, and influencing broader business outcomes.

Requirements

• Deep expertise in contact center operations, including ticketing systems, escalation management, and service lifecycle processes
• Strong analytical skills with experience using data and reporting tools to drive performance and decision-making
• Proven track record of leading large teams and developing talent in a customer service environment
• Advanced problem-solving capabilities, with experience addressing complex and ambiguous operational challenges
• Experience designing and improving customer communication strategies across multiple interaction channels
• Knowledge of process improvement methodologies and ability to implement scalable operational enhancements
• Familiarity with customer experience metrics, industry trends, and tools used to optimize service delivery
• 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, and 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 end-to-end contact center operations, ensuring service levels, quality standards, and performance metrics are consistently achieved
• Develop and execute customer communication strategies across channels to enhance customer experience and resolution effectiveness
• Analyze operational data, identify trends and root causes, and implement scalable solutions for continuous improvement
• Drive process optimization, including SOP development, knowledge base enhancements, and workflow standardization
• Partner with cross-functional teams to influence product, service, and customer experience improvements
• Oversee workforce planning, capacity management, and demand forecasting to ensure operational readiness
• Coach and develop managers and associates through performance management, call monitoring, and targeted training initiatives

Benefits

• Competitive pay
• Performance-based bonus awards
• Medical coverage
• Vision coverage
• Dental coverage
• 401(k)
• Stock purchase
• Company-paid life insurance
• PTO (including sick leave)
• Parental leave
• Family care leave
• Bereavement
• Jury duty
• Voting leave
• Short-term disability
• Long-term disability
• Company discounts
• Military Leave Pay
• Adoption and surrogacy expense reimbursement
• Live Better U (Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities, including high school completion, bachelor's degrees, 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
• Number of Employees: 1-10 employees