Senior Manager, Contact Center - Business Performance & Analytics

Role Description

The Senior Manager, Business Performance & Analytics, leads operational excellence and strategic initiatives to enhance Member service delivery. This role requires strong leadership in managing cross-functional teams, driving performance improvements, and overseeing budget and resource allocation. The position demands expertise in data analysis, trend evaluation, and change management to optimize contact center efficiency. The successful candidate will foster collaboration, mentor team members, and apply critical thinking to solve complex challenges, ensuring alignment with organizational goals and delivering exceptional customer experiences.

About the team:

• The team collaborates closely with business insights and data science to define and report on key performance indicators, analyze trends, and address daily challenges.
• They lead annual budget planning aligned with overall strategy and manage end-to-end root cause analysis across Sams Segment to reduce friction.
• The team drives small-scale strategies to enhance member experience, leveraging strong leadership and partnership skills with stakeholders and vendors.
• They make informed decisions based on data analysis and performance metrics, continuously exploring new trends and tools to improve team and organizational effectiveness.

What you'll do:

• Lead and mentor teams to ensure high performance and operational excellence.
• Oversee cross-functional collaboration to drive continuous improvement and effective problem resolution.
• Utilize data analysis and trend evaluation to inform strategic decisions and optimize contact center operations.
• Manage annual budget preparation, invoice review, and performance reporting to maintain financial accountability.
• Implement change management initiatives to enhance customer experience and operational efficiency.
• Foster a culture of extreme ownership and critical thinking to meet organizational goals.
• Support development and execution of analytic applications to improve service delivery.

Qualifications

• Proven ability to lead cross-functional teams with strong mentorship and collaboration skills.
• Expertise in problem solving and critical thinking to drive effective decision-making.
• Proficiency in analytic applications, data analysis, and strategic analysis to support business objectives.
• Experience in annual budget preparation, invoice review, and performance reporting.
• Strong skills in statistics and trend analysis to identify opportunities and inform strategies.
• Demonstrated ownership and accountability in managing change and delivering results.
• Commitment to teamwork and fostering a cooperative work environment.

Requirements

• 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.

Benefits

• 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.
• 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.
• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.

Company Description

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).