[Hiring] Senior Manager, Contact Center- Operational Readiness @Walmart, Inc.

Role Description

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 to ensure alignment across business teams, operational priorities, and corporate policies.
  • Driving continuous improvement and innovation in service delivery.
  • Supporting key business objectives and fostering a high-performing, engaged team committed to delivering exceptional experiences for both members and associates.

Qualifications

  • 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.

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.
  • 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.

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.
  • 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.
  • Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.
  • 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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