Senior Manager, Contact Center - Escalations

Walmart Inc.; Mississauga; On-site; CAD 109,000 - 150,000; Full time

Job summary

Walmart Canada recherche un Senior Manager, Customer Escalations pour diriger une fonction très visible au sein de l’équipe Customer Care, réunissant advocacy client, leadership et résolution stratégique. Vous mènerez l’équipe des escalades, piloterez les dossiers complexes et exécutifs, et transformerez les retours clients en actions concrètes pour améliorer l’expérience et minimiser les risques.

Une collaboration étroite avec Stores, eCommerce, Marketplace, Logistique, Produit, Technologie et

Qualifications

• Excellentes capacités de leadership et de gestion d'équipe.
• Excellente communication écrite et orale.
• Capacité à gérer plusieurs priorités et parties prenantes complexes.
• Orientation client et résolution de problèmes stratégique.

Responsibilities

• Diriger l'équipe d'escalades clients et assurer une gestion de bout en bout des dossiers complexes.
• Communiquer avec les dirigeants et convertir les retours clients en actions mesurables.
• Collaborer avec Stores, eCommerce, Marketplace, Logistique, Produit, Technologie et Risque.
• Évoluer le modèle opérationnel des escalades et simplifier l'expérience client.

Skills

People leadership

Executive communication

Stakeholder management

Strategic problem-solving

Job description

Résumé des fonctions...This role exists to protect and restore customer trust by providing senior leadership and end-to-end accountability for Walmart Canada’s Customer Escalations function. The role elevates service recovery and resolution capabilities, develops a high-performing escalation team, and connects customer experiences with business and product stakeholders to eliminate recurring issues and improve the overall customer experience.Ce que vous ferez...We’re looking for a Senior Manager, Customer Escalations to lead a highly visible function within Walmart Canada’s Customer Care team, bringing together customer advocacy, people leadership, executive communication and strategic problem-solving.You’ll lead our Customer Escalations team, provide end-to-end leadership for complex and executive customer matters, and turn customer insights into meaningful action — thriving in a dynamic environment that requires navigating competing priorities and influencing across the organization.As the leader of customer escalations, this individual provides end-to-end oversight of complex and executive-level customer matters, carefully balancing customer needs, company policies, business priorities, and risk considerations. They effectively manage multiple high-priority cases and stakeholders, continuously assessing urgency, impact, and resolution strategies.The role serves as a trusted advisor to senior leadership, providing clear visibility into critical customer issues, emerging trends, and opportunities for improvement. Through strong communication and strategic insights, they help leaders make informed decisions and proactively address customer concerns.Success in this position requires close collaboration across Walmart, including Stores, eCommerce, Marketplace, Logistics, Product, Technology, Legal, and Risk teams. By building strong partnerships and removing barriers, they help drive timely and effective customer outcomes.A key responsibility is transforming customer feedback and escalation insights into meaningful action. This includes identifying trends and opportunities to enhance processes, products, tools, and customer experiences at scale, ultimately improving satisfaction and operational effectiveness.The role also leads the ongoing evolution of the Customer Escalations operating model, strengthening resolution capabilities, improving consistency, and creating simpler, more seamless experiences for both customers and internal partners.Qualifications:Strong people leadership and a passion for developing high-performing teams.Exceptional written and verbal communication, with the ability to simplify complex situations for different audiences.Demonstrated ability to manage multiple complex priorities and stakeholders while maintaining focus and responsiveness.Strong customer instincts and the ability to balance customer advocacy, policy, risk and business considerations.Confidence working with senior and executive leaders, providing concise updates, insights and recommendations.The pay range for this position is $109,400.00 - $150,480.00. Pay will be determined based on relevant experience.L’échelle salariale pour ce poste est de 109,400.00 à 150,480.00. La rémunération sera déterminée en fonction de l’expérience pertinente.ㅤCompétences minimales...Indiquez ci-dessous les compétences minimales requises pour ce poste. Si aucune n’est indiquée, il n’y a pas de compétences minimales.Age – 16 or olderCompétences recherchées...Indiquez ci-dessous les compétences recherchées facultatives pour ce poste. Si aucune n’est indiquée, il n’y a pas de compétences recherchées.Comme requis par la loi, Walmart offrira des accommodements pour les besoins des associés avec des incapacités.Emplacement Principal...1940 Argentia Rd, Mississauga, ON L5N 1P9, Canada pour postuler à cet emploi.Trouver des emploisㅤRemarque importante : Afin de soutenir la présélection des candidatures, les entrevues et les autres évaluations des candidats, nous pourrions utiliser des outils alimentés par l’intelligence artificielle, y compris des outils de prise de décision automatisée développés à l’interne ou par des tiers. Pour obtenir de plus amples renseignements, veuillez consulter l’Énoncé sur la protection des renseignements personnels des candidats de Walmart Canada.