Director, Contact Center, Escalations Office

Walmart; Bentonville (AR); On-site; USD 110,000 - 220,000; Full time

Benefits offered by this job

Performance bonuses

Health benefits

401(k)

Education benefits

Job summary

The Director, Contact Operations, Escalations Office at Walmart Bentonville leads a multi-layer organization overseeing end-to-end strategy, performance, and governance for high-severity customer and associate escalations. You will partner with Legal, Ethics, Corporate Affairs, Product, and business leaders to resolve critical issues, fund root-cause improvements, and strengthen enterprise risk posture.

This role includes budget ownership, leadership development, and leveraging data and AI to

Qualifications

• Bachelor's degree in 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.
• Experience leading high-severity customer operations, escalations, risk, compliance, or executive-response functions in a complex enterprise.
• Strong judgment and executive presence, with experience navigating legal, regulatory, reputational, and customer-impact considerations.

Responsibilities

• Set the multi-year enterprise escalation strategy, operating model, governance, standards, risk thresholds, and service commitments across CES.
• Lead executive and regulatory risk response for the highest-severity matters, making final judgment calls and briefing senior leadership on exposure and resolution.
• Convert escalation patterns into prioritized enterprise fixes by securing funding, partner commitments, and roadmap placement for root-cause improvements.
• Act as the senior CES voice with Legal, Ethics, Corporate Affairs, Product, and business leaders, aligning response posture and representing escalation risk in executive forums.
• Build and lead a multi-layer escalations organization while owning budget, headcount, performance reporting, resolution health, and leadership bench strength.

Education

Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field

Job description

Position Summary...

The Director, Contact Operations, Escalations Office owns the end-to-end strategy, performance, and governance of the Escalations Office, leading a multi-layer organization of Senior Managers, Team Managers, Lead Specialists, and Specialists. This role sets the enterprise standard for how Walmart responds to executive, legal, regulatory, reputational, and media-facing customer issues—defining policy, risk posture, and resourcing.

The Escalations Office manages Walmart’s highest-severity customer and associate escalations and connects individual cases to broader enterprise risk and improvement opportunities. The team partners across CES, Legal, Ethics, Corporate Affairs, Product, and business leadership to resolve critical issues, protect customers and associates, and address root causes.

What you’re do

• Set the multi-year enterprise escalation strategy, operating model, governance, standards, risk thresholds, and service commitments across CES.
• Lead executive and regulatory risk response for the highest-severity matters, making final judgment calls and briefing senior leadership on exposure and resolution.
• Convert escalation patterns into prioritized enterprise fixes by securing funding, partner commitments, and roadmap placement for root-cause improvements.
• Act as the senior CES voice with Legal, Ethics, Corporate Affairs, Product, and business leaders, aligning response posture and representing escalation risk in executive forums.
• Build and lead a multi-layer escalations organization while owning budget, headcount, performance reporting, resolution health, and leadership bench strength.

What you’ll bring:

• Experience leading high-severity customer operations, escalations, risk, compliance, or executive-response functions in a complex enterprise.
• Strong judgment and executive presence, with experience navigating legal, regulatory, reputational, and customer-impact considerations.
• Ability to identify systemic issues from case trends and influence cross-functional partners to prioritize and implement enterprise solutions.
• Experience leading leaders and building scalable operating models, governance, performance measures, and succession capability.
• Ability to use data, automation, and emerging AI capabilities to improve risk detection, reporting, root-cause analysis, and response effectiveness.

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 $110,000.00 - $220,000.00 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.

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

Managing virtual teams, Operations, Product Management, Project Management, Supervising Associates

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.