Position Summary...

As a Senior Manager, Contact Center, you will lead the strategy and execution of customer support operations to deliver seamless, high-quality customer experiences at scale. In this role, you will support one of three key areas—Specialty Operations, Store Support Experience, or Last Mile Delivery—tailoring strategies to meet the unique needs of each. You’ll drive performance through data-driven insights, process optimization, and strong team leadership. This role is critical in shaping how customers interact with our brand while ensuring operational excellence and continuous improvement. If you’re passionate about transforming customer service through innovation and analytics, this is a high-impact leadership opportunity.

This role is in-person at the Home Office in Bentonville, AR.


About the Team

Our CES team is at the forefront of customer experience, handling high-volume interactions while maintaining a strong focus on quality and efficiency. We partner closely with product, operations, and analytics teams to continuously improve service delivery and customer satisfaction. The team leverages data, technology, and best-in-class processes to meet evolving customer needs. This role plays a key part in elevating team performance, scaling operations, and influencing broader business outcomes.

What you'll do...

• Lead end-to-end contact center operations, ensuring service levels, quality standards, and performance metrics are consistently achieved
• Develop and execute customer communication strategies across channels to enhance customer experience and resolution effectiveness
• Analyze operational data, identify trends and root causes, and implement scalable solutions for continuous improvement
• Drive process optimization, including SOP development, knowledge base enhancements, and workflow standardization
• Partner with cross-functional teams to influence product, service, and customer experience improvements
• Oversee workforce planning, capacity management, and demand forecasting to ensure operational readiness
• Coach and develop managers and associates through performance management, call monitoring, and targeted training initiatives

What you’ll bring:

• Deep expertise in contact center operations, including ticketing systems, escalation management, and service lifecycle processes
• Strong analytical skills with experience using data and reporting tools to drive performance and decision-making
• Proven track record of leading large teams and developing talent in a customer service environment
• Advanced problem-solving capabilities, with experience addressing complex and ambiguous operational challenges
• Experience designing and improving customer communication strategies across multiple interaction channels
• Knowledge of process improvement methodologies and ability to implement scalable operational enhancements
• Familiarity with customer experience metrics, industry trends, and tools used to optimize service delivery

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 $80,000.00 - $155,000.00 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 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...

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.