Director, Enterprise Escalations & Risk Strategy

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

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