Senior Manager, Contact Center - Support Systems

Position Summary...

The Senior Manager, Support Platforms is to lead planning and implementation of all digital tools and platforms as a voice of the business in a 4 in the box approach. This role requires strategic oversight of workflow management, cross-functional collaboration, and performance enhancement initiatives. The successful candidate will demonstrate strong leadership, critical thinking, and effective communication skills to influence teams and stakeholders. By fostering operational efficiency and championing change management, the Senior Manager will ensure superior service delivery aligned with organizational goals and evolving business needs.

About the team:

The team leads cross-functional efforts to enhance the member experience within the contact center and broader business. They develop and execute system integrations, discovery work, and A/B testing to best support the Operational need. The team is innovative and focused on finding solutions to solve problems proactively in collaboration with internal teams and external partners, focusing on reducing friction. They emphasize data-driven decision-making and continuous process improvement. Leadership fosters strong communication, strategic collaboration, and hands-on management to ensure effective performance and sustained growth in contact center operations.

What you'll do...

• Lead and manage contact center operations to ensure efficient workflow and high-quality Member service.
• Drive continuous improvement initiatives to enhance operational efficiency and performance metrics.
• Collaborate with cross-functional teams to align tools to Member Support strategies with organizational goals.
• Oversee change management processes to support new product launches and service enhancements with quality monitoring post launch.
• Provide strategic communication and thought leadership to motivate and develop team members.
• Utilize critical thinking to resolve complex issues and optimize Member experience.
• Foster a team-oriented environment promoting accountability and extreme ownership.

What you'll bring:

• Proven expertise in workflow management and operational efficiency within contact center environments.
• Strong leadership skills with experience guiding cross-functional teams to achieve performance improvement.
• Demonstrated ability to drive continuous improvement processes and manage change effectively.
• Exceptional strategic communication and interpersonal skills to engage stakeholders at all levels.
• Critical thinking and thought leadership capabilities to influence decision-making and foster innovation.
• Executive presence with a commitment to extreme ownership and accountability.
• Comprehensive product knowledge and experience supporting new product development initiatives.

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, Support Platforms is to lead planning and implementation of all digital tools and platforms as a voice of the business in a 4 in the box approach. This role requires strategic oversight of workflow management, cross-functional collaboration, and performance enhancement initiatives. The successful candidate will demonstrate strong leadership, critical thinking, and effective communication skills to influence teams and stakeholders. By fostering operational efficiency and championing change management, the Senior Manager will ensure superior service delivery aligned with organizational goals and evolving business needs. About the team: The team leads cross-functional efforts to enhance the member experience within the contact center and broader business. They develop and execute system integrations, discovery work, and A/B testing to best support the Operational need. The team is innovative and focused on finding solutions to solve problems proactively in collaboration with internal teams and external partners, focusing on reducing friction. They emphasize data-driven decision-making and continuous process improvement. Leadership fosters strong communication, strategic collaboration, and hands-on management to ensure effective performance and sustained growth in contact center operations.