Manager, Contact Center

Position Summary...

This role is required to be in office 5 days per week in the New Walmart Home Office Campus in Bentonville, Arkansas

Walmart is seeking a Operations Manager to oversee daily operations and drive continuous improvement within CES. This role involves managing the performance of large teams, implementing process enhancements, and leveraging data analysis to resolve complex issues. This role will collaborate with stakeholders to ensure operational goals and corporate policies are met while fostering effective communication strategies. The position requires strong problem-solving skills and the ability to lead initiatives that enhance customer experience and operational efficiency in a dynamic environment.


About the team:

The Customer Engagement Services (CES) team is dedicated to enhancing how millions connect with Walmart daily across multiple channels. Managing approximately 100 million contacts annually, CES supports eCommerce customers, store associates, and specialty businesses through a vast network of associates across 26 states and sites in India, along with global partners. The team emphasizes operational excellence, process improvement, and data-driven solutions to deliver high-quality customer experiences. Collaborating closely with business owners, CES fosters a dynamic environment focused on innovation, problem solving, and efficient service delivery to meet evolving customer needs.

What you'll do...

• Lead large teams of associates, overseeing contact center operations, ensuring alignment with corporate policies and performance objectives.
• Utilize problem-solving methodologies to identify, analyze, and resolve operational challenges effectively.
• Lead process improvement initiatives by analyzing key metrics and collaborating with stakeholders to implement solutions.
• Develop and coach team members to enhance customer communication skills and service quality.
• Manage customer and associate needs, advocating for positive experiences and timely issue resolution.
• Monitor demand forecasting and capacity planning to optimize resource allocation and operational efficiency.
• Leverage data analytics to drive informed decisions and continuous operational enhancements.

• Proven experience leading large teams and managing contact center operations with a focus on achieving performance metrics and operational objectives.
• Strong problem-solving skills utilizing diagnostic tools and methodologies to identify root causes and implement effective solutions.
• Expertise in customer communication principles, including developing and coaching teams on communication strategies across multiple channels.
• Ability to analyze data and trends to drive process improvements and operational efficiencies.
• Experience leading change initiatives and collaborating with cross-functional stakeholders to implement business solutions.
• Knowledge of ticketing systems, escalation processes, and customer request lifecycle management.
• Demonstrated leadership in developing talent through coaching, feedback, and mentoring to build high-performing teams.

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 https://one.walmart.com/notices. Live Better U is a Walmart-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 $60,000.00 - $110,000.00 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: Bachelor's degree in Business, Retail Management, Technology, Communications, or related
field and 2 years’ experience in retail management, business, technology, communications, or related area.
Option 2: 4 years’ experience in business, technology, communications, or related area.

1 year's supervisory experience.

3 years’ experience in customer service/contact center 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

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.