(USA) Senior Manager, Contact Center

Position Summary... What you'll do... Role summary: The Senior Manager, Partner Management, leads Walmarts strategic BPO partnerships that support customer operations across multiple lines of business. This role drives partner strategy, governance, performance, financial oversight, and continuous improvement to deliver scalable, high-quality customer experiences. Working cross-functionally with Operations, Product, Technology, Finance, Procurement, and external partners, the Senior Manager uses data and business insights to improve performance, optimize costs, mitigate risk, and influence strategic decisions. Success requires executive presence, strong business acumen, and the ability to build trusted partnerships that deliver measurable business outcomes. About the team: The Partner Management team leads Walmarts strategic business process outsourcing partnerships supporting customer operations across multiple business lines. Responsible for the full partner lifecycleincluding sourcing, onboarding, governance, performance management, and financial oversightthe team collaborates with Operations, Product, Technology, Finance, and Procurement. They ensure alignment with business priorities, drive accountability through data insights, and identify opportunities for innovation and automation. Serving as strategic advisors, the team influences investment decisions and shapes future operating models, directly impacting customer experience, operational efficiency, and Walmarts ability to scale support as the business evolves. What you'll do: Lead Walmarts strategic BPO partnerships, driving performance, accountability, and business outcomes. Establish governance, conduct executive business reviews, and manage partner performance. Analyze operational and financial data to improve customer experience, efficiency, quality, and cost. Partner across Operations, Product, Technology, Finance, Procurement, and external partners to deliver scalable solutions. Lead continuous improvement initiatives and mitigate operational, financial, and compliance risks. Develop team members and influence strategic decisions through data-driven insights, collaboration, and executive communication. What you'll bring: Experience leading strategic BPO or vendor partnerships in a complex, customer-focused environment. Strong business acumen with experience in partner governance, performance management, and financial oversight. Proven ability to analyze operational data, identify opportunities, and drive measurable business outcomes. Experience influencing cross-functional stakeholders and building trusted executive relationships. Strong communication, negotiation, and problem-solving skills with the ability to navigate ambiguity. Experience leading teams, developing talent, and delivering results in a fast-paced, matrixed organization. Commitment to integrity, accountability, and continuous improvement. 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 : - Stock 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. About Walmart: Fifty years ago, Sam Walton started a single mom-and-pop shop and transformed it into the world's biggest retailer. Since those founding days, one thing has remained consistent: our commitment to helping our customers save money so they can live better. Today, we're reinventing the shopping experience and our associates are at the heart of it. You'll play a crucial role in shaping the future of retail, improving millions of lives around the world. This is that place where your passions meet purpose. Join our family and create a career you're proud of.