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Director, Contact Center - Enablement

July 7, 2026

<div>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. What you'll do... <ul><li>Lead operational support functions including learning and development, quality assurance, operational readiness, process optimization, and knowledge management and content strategy.</li><li>Develop scalable programs, tools, processes, and content that improve associate effectiveness, productivity, consistency, and member satisfaction.</li><li>Partner cross-functionally to support new initiatives, process changes, and evolving member needs.</li><li>Establish quality frameworks, readiness plans, and operational standards that support frontline success.</li><li>Leverage data and feedback loops to drive continuous improvement and reduce operational friction.</li><li>Build high-performing teams and foster a culture of accountability and operational excellence.</li></ul> What you'll bring:<ul><li>Proven leadership experience in directing contact center operations and driving strategic initiatives.</li><li>Strong expertise in operational excellence, process improvement, and quality control.</li><li>Ability to collaborate cross-functionally to align business goals and enhance customer experience.</li><li>Demonstrated success in managing continuous improvement processes and change leadership.</li><li>Proficient in program management with a focus on analytics, reporting, and decision-making.</li><li>Experience in learning and development strategy to build and sustain a high-performing team.</li><li>Ability to partner cross-functionally, influence stakeholders, and lead through change in a fast-paced environment.</li><li>Experience leveraging operational insights and performance trends to improve associate effectiveness and member experience.</li></ul> 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). ㅤ ㅤ ㅤ ㅤ 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</div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...