Director, Contact Center - Enablement

Position Summary...

The Director, Member Support Enablement leads the operational support functions that enable a high-performing Member Support organization, including learning and development, quality assurance, knowledge management and content strategy, operational readiness, and process improvement. This role develops scalable programs, tools, and processes that improve associate effectiveness, consistency, productivity, and member satisfaction. The Director partners across operational and enablement functions to support successful execution of new initiatives and evolving member needs. By leveraging data, quality insights, and feedback loops, this leader drives operational excellence, continuous improvement, and readiness strategies that enhance both associate and member experiences while enabling seamless day-to-day execution.

About the team:

The Member Support & Advocacy team at Sam's Club delivers exceptional service across multiple channels, ensuring a seamless member experience. Operating in a fast-paced, collaborative environment, the team addresses member needs through effective communication, problem-solving, and operational planning. By leveraging data, technology, and process improvements, the team drives operational excellence and supports continuous enhancements. Focused on creating scalable solutions, the team plays a vital role in strengthening member satisfaction and loyalty while fostering accountability, innovation, and a commitment to delivering an effortless and differentiated experience for members.

What you'll do...

• Lead operational support functions including learning and development, quality assurance, operational readiness, process optimization, and knowledge management and content strategy.

• Develop scalable programs, tools, processes, and content that improve associate effectiveness, productivity, consistency, and member satisfaction.

• Partner cross-functionally to support new initiatives, process changes, and evolving member needs.

• Establish quality frameworks, readiness plans, and operational standards that support frontline success.

• Leverage data and feedback loops to drive continuous improvement and reduce operational friction.

• Build high-performing teams and foster a culture of accountability and operational excellence.

What you'll bring:

• Proven leadership experience in directing contact center operations and driving strategic initiatives.

• Strong expertise in operational excellence, process improvement, and quality control.

• Ability to collaborate cross-functionally to align business goals and enhance customer experience.

• Demonstrated success in managing continuous improvement processes and change leadership.

• Proficient in program management with a focus on analytics, reporting, and decision-making.

• Experience in learning and development strategy to build and sustain a high-performing team.

• Ability to partner cross-functionally, influence stakeholders, and lead through change in a fast-paced environment.

• Experience leveraging operational insights and performance trends to improve associate effectiveness and member experience.

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!

-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.

For information about PTO, see .

- 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. 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 $110,000.00 - $220,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include Regional Pay Zone (RPZ) (based on location).

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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 Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 5 years' experience in retail management, business, psychology, counseling, business administration, or related area OR 7 years' experience in retail management, business, psychology, counseling, business administration, or related area.

Preferred Qualifications...

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

Managing virtual teams, Operations, Product Management, Project Management, Supervising Associates

Primary Location...

2101 Se Simple Savings Dr, Bentonville, AR 72712-4304, 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.

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, abilities, ideas and opinions- while being inclusive of all people.