(USA) Senior Manager, Contact Center- Channel Strategy & Self Service

Walmart · United States

Position Summary... What you'll do... Role summary: The Senior Manager, Contact Center, leads the development and execution of customer communication strategies to enhance service quality and operational efficiency. This role oversees team performance, process improvements, and the implementation of innovative solutions aligned with business objectives. The position requires strong leadership in coaching, data-driven decision-making, and cross-functional collaboration to address complex challenges and drive continuous improvement. The Senior Manager ensures adherence to company policies while fostering a high-performing environment focused on delivering exceptional customer experiences and supporting organizational goals. About the team: The team leads the development and execution of innovative strategies to enhance member engagement across multiple service channels. Focused on creating seamless, efficient resolution paths, the group advances self-service capabilities including AI-driven tools and omnichannel solutions. Collaborating closely with Product and Technology partners, the team drives cross-functional initiatives from strategy through implementation and performance measurement. As a people-centered unit, it fosters strategic thinking, innovation, and accountability while mentoring high-performing members. The team balances operational excellence with member experience to deliver impactful, data-driven solutions that support continuous improvement and business growth. What you'll do:

• Lead omnichannel strategy, defining how and where members engage based on need and resolution capability.
• Advance self-service across voice bots, chatbots, Help Center, AI, and emerging capabilities.
• Partner with Product and Technology to prioritize and enhance tools and experiences.
• Optimize contact routing and escalation paths to improve resolution.
• Analyze member journeys to identify friction and simplify experiences.
• Use data, trends, and performance insights to prioritize opportunities and measure impact.
• Lead cross-functional initiatives from strategy through implementation and adoption.
• Lead, mentor, and develop a high-performing team while fostering accountability, innovation, collaboration, and strategic thinking.

• Proven strategic leadership with experience managing contact center operations and driving performance improvements.
• Expertise in coaching, mentoring, and developing teams to enhance customer communication and service quality.
• Strong analytical skills with the ability to leverage data-driven insights for operational optimization and problem-solving.
• Proficiency in designing and implementing customer service strategies aligned with business goals and industry standards.
• Excellent cross-functional collaboration and executive communication skills to influence stakeholders and drive change.
• Knowledge of digital communication tools, process improvement techniques, and technology innovation trends.
• Demonstrated ability to lead transformation initiatives and manage complex projects effectively.

• 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.