Senior Manager, Customer Escalations

Position: Senior Manager, Customer Escalations at Walmart
Lead the Customer Escalations team at Walmart Canada, where strategic problem-solving meets customer advocacy. Oversee complex customer matters while influencing key stakeholders in a hybrid environment.

This senior managerial role focuses on delivering high-level oversight of customer escalations. Your expertise will drive positive change as you balance company policies, customer needs, and risk management. Collaborating with diverse teams, you will transform customer insights into actionable improvements, enhancing overall satisfaction and operational effectiveness.

Key Responsibilities:

• Lead the Customer Escalations function and team development

• Manage complex executive customer issues with urgency

• Provide insights and recommendations to senior leadership

• Identify trends to improve tools and customer experiences

• Collaborate across Walmart departments for seamless outcomes

Requirements:

• Proven experience in people leadership and team development

• Exceptional communication skills for diverse audiences

• Ability to manage multiple priorities effectively

• Strong customer focus, balancing advocacy and business needs

• Confidence in presenting to executive stakeholders

Elevate customer care at Walmart Canada through innovative leadership and strategic insight.