Position Summary...

What you'll do...

At Walmart and Sam’s Club, we help people save money so they can live better. This mission serves as the foundation for every decision we make to create the future of retail, from responsible sourcing to sustainability – and everything in between. 

Yes, we are a division of the Fortune #1 company, Walmart, Inc. But you’ll quickly find that we’re a company that wants you to feel comfortable bringing your whole self to work. A career at Sam’s Club is where the world’s most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our clubs. Join us and you'll discover why our company is a world leader in diversity and inclusion, sustainability, and community involvement. From day one, you’ll be empowered and equipped to do the best work of your life.

As a Manager, Business Support, you will play an imperative role and serve as a cross-functional leader for our members, third parties, and advocates, along with the contact center business. This role will be responsible for developing and executing our member care contact center operations plans working cross-functionally with key business stakeholders to reduce member friction and improve experience.  This person will work across the contact center organization, with Business Partners, Product, Technology, and externally with third parties.  Scope of responsibilities will include how to improve experience in different areas based on contact center friction collected, current emerging themes, short and long-term trends.  Core KPIs / metrics will be leveraged to track and measure success. 

This role requires someone who understands contact center, retail, or business area operations (Merchandising, Clubs, Dotcom, or Supply Chain & Transportation.  You will be a great fit if passionate about the Member experience, high performance (directly or indirectly) and results. We are looking for someone who can communicate across all levels of the organization and drive positive change through partnership and collaboration.   

What you'll do...

• Executing strategy: you’ll create, plan, and implement small scale strategy and plan to impact the member experience.  You will measure success by tracking KPIs and metrics.
• Building relationships and Influencing Outcomes: you’ll use your influencing and leadership skills to build partnerships with business stakeholders and leaders across the company, along with third party vendors and suppliers.
• Making Decisions and Leveraging Data: you’ll make decisions about nearly every aspect of you scope of responsibility, including processes and performance.  You will analyze data and performance, understand trends, and translate results into strategies or action plans.

• Knowing your business: you’ll know your members and suppliers better than anyone and will always be thinking about what is next for Sam’s, the contact center, the business or your scope of responsibility. 
• Becoming a contact center expert: you’ll have hands on experience in leading directly or cross-functionally, while constantly learning about new trends and tools to make the team and organization more effective and efficient.

What you'll bring...

• You are comfortable managing profit and loss, and core KPI / metric responsibility with set targets.
• You enjoy owning and developing plans for highly complex teams, supporting short and long- term business plans and executing prioritized strategic initiatives.
• You are tenacious, dedicated and thrive working with ownership, autonomy, and a healthy dose of competition.
• You have process mapping experience.
• You are a logical thinker and analytical problem solver that is solution driven with a “can do” attitude.
• You have great communication (verbal and written), listening skills, critical thinking skills, and solution-articulation skills.
• Bonus Points if you have experience or expertise in retail merchandising.

Travel:

• Travel domestically and internationally to and from multiple facilities or work-sites requiring extended overnight stays (Less than 25%).

The above information has been designed to indicate the general nature and level of work performed in the role.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.  

  

Equal Opportunity Employer

Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.

Who We Are

Sam Walton opened the first Sam's Club in 1983 to meet a growing need among customers who wanted to buy merchandise in bulk. Since then, Sam's Club has grown rapidly, operating almost 600 clubs in the US. By offering affordable, wholesale merchandise to members, Sam's Club helps make saving simple for families and small business owners. 

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!

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- Health benefits include medical, vision and dental coverage

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- Financial benefits include 401(k), stock purchase and company-paid life insurance

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- 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.

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For information about PTO, see https://one.walmart.com/notices.

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- Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

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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.

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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.

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For information about benefits and eligibility, see One.Walmart.

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The annual salary range for this position is $60,000.00-$110,000.00

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Additional compensation includes annual or quarterly performance bonuses.

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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.

Minimum Qualifications: Bachelor’s degree in Business, Logistics, Computer Science, or related field and 2 years’ experience in operations, retail, project management, or related area OR 4 years’ experience in operations, retail, project management, or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Walmart

Masters: Business Administration

Project Management - Project Management Professional - Certification

Primary Location...

2101 Se Simple Savings Dr, Bentonville, AR 72712-4304, United States of America