Group Director, Contact Center
Yesterday• Springdale, AR
Position Summary...
At Sam's Club, we're redefining what a Contact Center can be. We're not here just to solve problems. We're here to spark joy, build trust, and make every interaction a brand differentiator. As we serve tens of millions of members, we need a bold, inventive leader to help reimagine service - shifting from reactive support to proactive, value-driven experiences.
This is not your typical contact center role; we're not looking for a caretaker of current operations. We're looking for a transformational architect - someone who will lead us through the next era of member experience, and who builds a culture grounded in integrity, transparency, and trust. You model our values in action, hold teams accountable to high standards, and foster an environment where people feel safe to speak up, supported in doing the right thing, and clear on what's expected.
As Group Director, Contact Center, you will lead a large organization that manages millions of member interactions annually - voice, chat, and emerging platforms. But your true mission is bigger: transform this engine of support into a source of strategic value. You'll drive efficiency, scale innovation, and deliver impact across experience, cost, and associate performance - turning the Contact Center into a true competitive advantage that members talk about - for all the right reasons.
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What you'll do...
What You'll Lead & Build:
- Experience Strategy with Soul
- Build a future-forward strategy that shifts us from incident resolution to experience creation.
- Redefine KPIs beyond handle time or cost per call - focusing on member effort, advocacy, retention and joy.
- Omnichannel Operations at Scale
- Lead a high-performing team across voice, chat, social and self-service channels.
- Drive operational excellence while building for what's next - ensuring measurable improvements in member satisfaction, digital resolution, and cost-to-serve.
- Smart Use of Tech Innovations
- Integrate automation, AI, and advanced analytics where they add real value - and pull back where they don't.
- Shape our AI roadmap in partnership with internal tech, using data to prioritize and validate decisions.
- Deliver tangible gains from automation (e.g., self-serve rate, associate efficiency, reduced associate effort) while maintaining empathy in service.
- Achieve full 360-degree integration across all critical areas. This means having a complete view of every member interaction and all relevant information, enabling us to provide seamless support and efficient resolutions.
- Culture, Talent & Transformation
- Inspire an international, distributed team through change.
- Develop the next wave of leaders who thrive on empathy, speed, and member focus.
- Champion belonging, accessibility, and associate enablement at every level.
- Lead large-scale change across process, people, and platforms - bringing the organization along with clarity and alignment.
- Establish a robust Voice of Member program - translating VOX/VOC data into action across product, operations, and policy to reduce friction and build loyalty.
You're a Fit if:
- You're an experience rebel who sees contact centers not as cost centers - but as brand builders.
- You've led at scale - whether in retail, tech, consumer services, or hospitality - and understand the stakes of every member touchpoint.
- You balance heart and head: empathy for members and associates, paired with data-fueled decisions.
- You have a passion and tenacity for growing the business. You enjoy creating new innovative ideas and bringing them to life.
- You thrive in ambiguity and are energized by what hasn't been built yet - and you know how to bring people along the journey.
- You don't chase shiny objects - you innovate with discipline and measure what matters.
- You don't mind occasional travel, including international travel
Minimum Qualifications
- 10+ years of progressive leadership experience in contact center operations, customer experience, service design, or large-scale operations - with at least 5+ years leading leaders.
- Proven ability to lead large, distributed teams (1,000+ associates) across multiple geographies.
- Demonstrated experience transforming legacy service operations into modern, tech-enabled member experiences with quantifiable impact.
- Strong financial acumen and accountability for large operational budgets.
- Proven ability to develop strong-performing teams and build diverse leadership pipelines.
- Excellent strategic thinking, influence, and communication skills - able to drive change across cross-functional partners, executive leadership, and the front line.
- Fluent in data and member insights: you know how to read the signals, ask the right questions, and mobilize action across a matrixed organization.
Preferred Qualifications
- Experience leading in a multi-channel service environment (voice, chat, digital) and scaling self-service, AI, and automation responsibly.
- Prior ownership or co-ownership of contact center technology roadmap in partnership with Product/Engineering teams.
- Background in retail, hospitality, tech, or membership-based businesses where service directly drives loyalty and growth.
- Master's degree or executive-level continuing education in Business, Service Design, Organizational Leadership, or related fields.
- Passion for coaching, talent development, and building inclusive, high-performance cultures.
Ready to help us build the best member experience in retail? Join us and help us spark joy.
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 https://one.walmart.com/notices.
- 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 $160,000.00-$320,000.00
Additional compensation includes annual or quarterly performance bonuses.
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 7 years' experience in retail management, business, technology, communications, or related area.
Option 2: 9 years' experience in business, technology, communications, or related area.
5 years' supervisory experience.
5 years' experience leading cross-functional teams.
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...
2101 Se Simple Savings Dr, Bentonville, AR 72712-4304, United States of America
Client-provided location(s): Springdale, AR
Job ID: Walmart-8261_R-2261480-cd6a6eddcda105f4632c3be357b8f0fd
Employment Type: OTHER
Posted: 2025-08-15T20:40:44
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion