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Senior Manager, Contact Center - Escalations
@ Wal-Mart Canada Corp
Mississauga, Ontario
Overview
Wal-Mart Canada Corp is hiring a Senior Manager, Contact Center - Escalations to lead the Customer Escalations team within its Customer Care function. The role provides end-to-end oversight of complex and executive-level customer matters and turns customer insights into process improvements. The posting states a salary of $109,400 to $150,480 based on relevant experience, at its Mississauga, ON location.
Responsibilities:
- Lead the Customer Escalations team
- Oversee complex and executive-level customer matters
- Turn customer feedback into process improvements
- Collaborate with stores, eCommerce, logistics, legal and risk teams
- Advise senior leadership on customer trends
Requirements summary:
- Strong people leadership and team development
- Excellent written and verbal communication
- Manage multiple complex priorities and stakeholders
- Balance customer advocacy, policy and risk
- Confidence working with senior and executive leaders
Tools & skills
Source and dates
Employer career site / ATS feed · workday
- Employer posting date
- 2026-09-27
- First seen by our source
- 2026-10-09
- Source record updated
- 2026-10-30
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | Customer service |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English, French |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Wal-Mart Canada Corp
| Field | Value |
|---|---|
| Open jobs on Jobsy | 4,288 |
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.
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.ㅤ
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Age – 16 or olderPreferred 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, CanadaAre you currently a Walmart associate?
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Important Note: To support resume screening, interviews and other candidate evaluations, we may use artificial intelligence-powered tools, including internal or third-party developed automated decision-making tools. For more information, please see Walmart Canada Job Applicant Privacy Notice.
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