(USA) Senior Manager, Contact Center
About The Position
The Senior Manager, Partner Management, leads Walmart’s strategic BPO partnerships that support customer operations across multiple lines of business. This role drives partner strategy, governance, performance, financial oversight, and continuous improvement to deliver scalable, high-quality customer experiences. Working cross-functionally with Operations, Product, Technology, Finance, Procurement, and external partners, the Senior Manager uses data and business insights to improve performance, optimize costs, mitigate risk, and influence strategic decisions. Success requires executive presence, strong business acumen, and the ability to build trusted partnerships that deliver measurable business outcomes. The Partner Management team leads Walmart’s strategic business process outsourcing partnerships supporting customer operations across multiple business lines. Responsible for the full partner lifecycle—including sourcing, onboarding, governance, performance management, and financial oversight—the team collaborates with Operations, Product, Technology, Finance, and Procurement. They ensure alignment with business priorities, drive accountability through data insights, and identify opportunities for innovation and automation. Serving as strategic advisors, the team influences investment decisions and shapes future operating models, directly impacting customer experience, operational efficiency, and Walmart’s ability to scale support as the business evolves.
Requirements
- Experience leading strategic BPO or vendor partnerships in a complex, customer-focused environment.
- Strong business acumen with experience in partner governance, performance management, and financial oversight.
- Proven ability to analyze operational data, identify opportunities, and drive measurable business outcomes.
- Experience influencing cross-functional stakeholders and building trusted executive relationships.
- Strong communication, negotiation, and problem-solving skills with the ability to navigate ambiguity.
- Experience leading teams, developing talent, and delivering results in a fast-paced, matrixed organization.
- Commitment to integrity, accountability, and continuous improvement.
- 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 Walmart’s strategic BPO partnerships, driving performance, accountability, and business outcomes.
- Establish governance, conduct executive business reviews, and manage partner performance.
- Analyze operational and financial data to improve customer experience, efficiency, quality, and cost.
- Partner across Operations, Product, Technology, Finance, Procurement, and external partners to deliver scalable solutions.
- Lead continuous improvement initiatives and mitigate operational, financial, and compliance risks.
- Develop team members and influence strategic decisions through data-driven insights, collaboration, and executive communication.
Benefits
- 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
- Short-term disability
- Long-term disability
- Company discounts
- Military Leave Pay
- Adoption and surrogacy expense reimbursement
- PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes
- Live Better U (Walmart-paid education benefit program for full-time and part-time associates)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
