Senior Manager, Contact Center - Business Performance & Analytics

Position Summary...

The Senior Manager, Business Performance & Analytics, leads operational excellence and strategic initiatives to enhance Member service delivery. This role requires strong leadership in managing cross-functional teams, driving performance improvements, and overseeing budget and resource allocation. The position demands expertise in data analysis, trend evaluation, and change management to optimize contact center efficiency. The successful candidate will foster collaboration, mentor team members, and apply critical thinking to solve complex challenges, ensuring alignment with organizational goals and delivering exceptional customer experiences.

About the team:

The team collaborates closely with business insights and data science to define and report on key performance indicators, analyze trends, and address daily challenges. They lead annual budget planning aligned with overall strategy and manage end-to-end root cause analysis across Sams Segment to reduce friction. The team drives small-scale strategies to enhance member experience, leveraging strong leadership and partnership skills with stakeholders and vendors. They make informed decisions based on data analysis and performance metrics, continuously exploring new trends and tools to improve team and organizational effectiveness.

What you'll do...

• Lead and mentor teams to ensure high performance and operational excellence.
• Oversee cross-functional collaboration to drive continuous improvement and effective problem resolution.
• Utilize data analysis and trend evaluation to inform strategic decisions and optimize contact center operations.
• Manage annual budget preparation, invoice review, and performance reporting to maintain financial accountability.
• Implement change management initiatives to enhance customer experience and operational efficiency.
• Foster a culture of extreme ownership and critical thinking to meet organizational goals.
• Support development and execution of analytic applications to improve service delivery.

What you'll bring:

• Proven ability to lead cross-functional teams with strong mentorship and collaboration skills.
• Expertise in problem solving and critical thinking to drive effective decision-making.
• Proficiency in analytic applications, data analysis, and strategic analysis to support business objectives.
• Experience in annual budget preparation, invoice review, and performance reporting.
• Strong skills in statistics and trend analysis to identify opportunities and inform strategies.
• Demonstrated ownership and accountability in managing change and delivering results.
• Commitment to teamwork and fostering a cooperative work environment.

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).

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. The Senior Manager, Business Performance & Analytics, leads operational excellence and strategic initiatives to enhance Member service delivery. This role requires strong leadership in managing cross-functional teams, driving performance improvements, and overseeing budget and resource allocation. The position demands expertise in data analysis, trend evaluation, and change management to optimize contact center efficiency. The successful candidate will foster collaboration, mentor team members, and apply critical thinking to solve complex challenges, ensuring alignment with organizational goals and delivering exceptional customer experiences. About the team: The team collaborates closely with business insights and data science to define and report on key performance indicators, analyze trends, and address daily challenges. They lead annual budget planning aligned with overall strategy and manage end-to-end root cause analysis across Sams Segment to reduce friction. The team drives small-scale strategies to enhance member experience, leveraging strong leadership and partnership skills with stakeholders and vendors. They make informed decisions based on data analysis and performance metrics, continuously exploring new trends and tools to improve team and organizational effectiveness.