Manager, Contact Center

About the role

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

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.

Responsibilities

• Lead large teams of associates, overseeing contact center operations and 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.

Requirements

• 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, including 1 year's supervisory experience and 3 years’ experience in customer service/contact center or related area.

Preferred qualifications

• Leading a cross-functional team.
• Project management experience.

Pay

The annual salary range for this position is $60,000.00 – $110,000.00. Additional compensation includes annual or quarterly performance bonuses. Certain positions may also include stock awards.

Benefits

• Health benefits: medical, vision, and dental coverage.
• Financial benefits: 401(k), stock purchase plan, and company-paid life insurance.
• Paid time off benefits: PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
• Other benefits: short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement.
• Live Better U: Walmart-paid education benefit program covering tuition, books, and fees for high school completion through bachelor's degrees, including English Language Learning and short-form certificates.