Senior Manager, Contact Center

Position Summary...

As a Senior Manager Contact Center you will lead the strategy and execution of customer support operations to deliver seamless high-quality customer this role you will support one of three key areasSpecialty Operations Store Support Experience or Last Mile Deliverytailoring strategies to meet the unique needs of each. Youll 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 youre 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.


About the Team

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.

What youll do...

• 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

What youll bring:

• 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

At Walmart 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 (including sick leave) 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. 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 Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sams Club facilities. Programs range from high school completion to bachelors 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 .
The annual salary range for this position is $80000.00 - $155000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
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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: Bachelors 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...

805 Respect Bentonville AR 72716 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.