(USA) Senior Manager, Contact Center
About The Position
The Senior Manager, Contact Center role focuses on Operational Readiness & Process within the Member Support organization at Sam's Club. This position ensures the organization is prepared for new initiatives, operational changes, and evolving member experiences. The role involves proactively identifying impacts on frontline operations, driving readiness planning, and ensuring effective communication, processes, and support structures are in place before implementation. It requires partnering across operational and support functions to assess risks, improve preparedness, and establish feedback loops between frontline teams and the broader business. Additionally, this leader will drive process improvement efforts across frontline and internal operations to enhance efficiency, consistency, associate effectiveness, and member experience through scalable operational solutions and continuous improvement. The Member Support & Advocacy team operates in a fast-paced, collaborative environment, focusing on innovation and continuous improvement to enhance both member and associate experiences.
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
- Competitive pay
- Performance-based bonus awards
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
