Senior Manager, Contact Center - Digital and Channel Strategy

Position Summary...

The Senior Manager, Member Support, leads Digital and Channel Transformation through strategic initiatives and executing implementation to enhance member experience. This role requires strong leadership in managing cross-functional teams, driving change management, and applying data-driven insights to improve service delivery. The position demands expertise in business planning, risk mitigation, and trend analysis to support continuous improvement and operational excellence. The Senior Manager will mentor team members, foster collaboration, and ensure alignment with organizational goals to achieve measurable outcomes and sustain high-quality customer engagement.


About the team:

The team focuses on enhancing the digital experience for members seeking self-service or support. They develop and execute targeted strategies to improve member interactions across communication channels, tracking key performance indicators to measure success. Collaborating closely with business stakeholders, vendors, and suppliers, the team leverages data analysis and trend insights to inform decisions and optimize processes. With deep knowledge of members and operations, the team leads contact center initiatives, continuously adopting new tools and methods to drive efficiency and elevate overall performance.

What you'll do...

• Lead and oversee Member Support Channel, Automation, and Self Serve Strategy & Implementation to ensure efficient and effective service delivery to our members.
• Develop, implement, and quantify strategic plans to enhance operational performance and customer satisfaction.
• Mentor and guide cross-functional teams to foster professional growth and achieve business objectives.
• Utilize data analysis and trend insights to identify opportunities for continuous improvement and risk mitigation.
• Drive change management initiatives and promote agile methodologies to adapt to evolving business needs.
• Collaborate with 4 in the box stakeholders to align business planning and operational goals.
• Demonstrate thought leadership and take ownership of key projects and challenges.

What you'll bring:

• Proven experience in leading contact center operations with a focus on operational performance management and risk mitigation.
• Strong problem-solving skills combined with strategic communication abilities to drive business planning and change management initiatives.
• Demonstrated thought leadership and mentorship capabilities to develop and guide cross-functional teams effectively.
• Expertise in applying agile methodology and data analysis to optimize contact center processes and enhance customer experience.
• Ability to take extreme ownership and lead complex projects while fostering collaboration across teams.
• In-depth product knowledge to align contact center strategies with organizational goals and market trends.

At Sam's Club, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet!
-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. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

For information about PTO, see https://one.walmart.com/notices.

- Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
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.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $80,000.00 - $155,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include Regional Pay Zone (RPZ) (based on location).

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Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Option 1: 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. Option 2: 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.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Leading a cross-functional team, Project Management, Supervisory experience

Masters: Business Administration, Masters: Computer Engineering, Masters: Operations Management

Project Management - Project Management Professional - Certification

Primary Location...

2101 Se Simple Savings Dr, Bentonville, AR 72712-4304, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.