Senior Manager, Contact Center - Escalations

Walmart; Canada; On-site; CAD 109,000 - 150,000; Full time

Job summary

Walmart Canada is seeking a Senior Manager, Customer Escalations to lead a high-visibility function within the Customer Care organization. You will oversee end-to-end escalation management, balancing customer needs with policy, risk, and business priorities while driving cross-functional collaboration.

The role emphasizes turning insights into action, improving processes, tools and experiences at scale, and guiding leaders with clear visibility into critical issues and trends.

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.

Responsibilities

• Lead Walmart Canada’s Customer Escalations function with end-to-end accountability.
• Provide leadership for complex and executive customer matters and translate insights into actions.
• Collaborate across Stores, eCommerce, Marketplace, Logistics, Product, Technology, Legal and Risk teams.
• Transform customer feedback into scalable process, product, and experience improvements.
• Evolve and strengthen the Customer Escalations operating model for consistency and simplicity.

Skills

People leadership

Executive communication

Stakeholder management

Strategic problem solving

Customer advocacy

Job description

Position Summary…

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.

What you’ll do…

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.

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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.

Age – 16 or older

Preferred Qualifications…

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

Walmart will accommodate the disability-related needs of applicants and associates as required by law.

Primary Location…

1940 Argentia Rd, Mississauga, ON L5N 1P9, Canada

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