Senior Manager, Contact Center- Operational Readiness

Position Summary...

What you'll do...

Role summary:
  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, the Senior Manager ensures alignment across business teams, operational priorities, and corporate policies while driving continuous improvement and innovation in service delivery. This leader supports key business objectives and fosters a high-performing, engaged team committed to delivering exceptional experiences for both members and associates.
About the team:
  The Operational Readiness team is part of Member Support Enablement, alongside Learning & Development and Content Management. Together, these teams help ensure associates have the knowledge, tools, and support needed to deliver exceptional member experiences. Operational Readiness focuses on preparing Member Support to successfully execute new initiatives, operational changes, and evolving member experiences. By partnering across the business, the team translates plans into action through operational planning, cross-functional coordination, readiness activities, and continuous improvement. With a focus on reducing friction and enabling successful change, the team helps ensure our frontline is equipped to deliver consistent, high-quality support at scale.
What you'll do:
 

• Lead operational readiness efforts for new initiatives, operational changes, and evolving member experiences within Member Support.
• Develop readiness plans, communications, processes, and support structures to ensure successful execution.
• Partner cross-functionally to assess operational impacts, identify risks, and drive proactive solutions.
• Establish feedback loops between frontline teams and business partners to improve outcomes and reduce friction.
• Lead process improvement initiatives across frontline and internal Member Support operations.
• Drive scalable operational solutions that improve efficiency, consistency, associate effectiveness, and member experience.
• Support change management and continuous improvement efforts in a fast-paced environment.

What you'll bring:
 

• 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.

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).

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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 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.