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Added 37 mins ago
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Clinical Research Manager
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
…governmental guidelines and regulations, the Clinical Trial Project Manager is responsible for the operational management of multicentre clinical research studies. The Project Manager…
Added 2 hours ago
RC
Night Auditor
River Cree Resort & Casino
Spruce Grove, AB
- Part-time
Leads all areas of the Front Office in the absence of the Guest Services Manager or Guest Services Supervisor.
Added 2 hours ago
W
(CAN) Self Checkout Attendant
Walmart
Estevan, SK
- Full-time
…and escalate cash or technical issues to the Customer Service…
Added 3 hours ago
W
(CAN) Customer Service Manager
Walmart
Edmonton, AB
- Part-time
Working as a Customer Service Manager at Walmart Canada is a great opportunity to build strong leadership and operational skills in a fast paced retail environment. In this role, you lead…
Added 3 hours ago
W
Full-Time Self Checkout Attendant
Walmart
Yarmouth Indian Reserve No. 33, NS
- Full-time
…and escalate cash or technical issues to the Customer Service…
Added 3 hours ago
W
Full-Time Cashier
Walmart
Yarmouth Indian Reserve No. 33, NS
- Full-time
7. Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 6 hours ago
H
Associate Project Manager/Estimator, Service
Houle
Burnaby, BC
- Full-time
We are recruiting for an Associate Project Manager/ Estimator to join our Service division in the Burnaby office. Here's how your role will strengthen our team.
Added 6 hours ago
RC
Night Auditor
River Cree Resort & Casino
Enoch, AB
- Part-time
Leads all areas of the Front Office in the absence of the Guest Services Manager or Guest Services Supervisor.
Added 6 hours ago
FC
Associate, Compensation (12 to 15-month contract)
Fiera Capital
Montreal, QC
- Full-time
Fiera Capital is a global independent asset manager with an entrepreneurial culture and a clear vision: to deliver disciplined, high-conviction investment solutions that create lasting…
Added 8 hours ago
TH
Head Cashier Part Time (DARTMOUTH)
The Home Depot Canada
Dartmouth, NS
- Part-time
Lead by example in consistently demonstrating GET behaviours and promoting positive associate morale.
Added 8 hours ago
TH
Lumber Sales Associate: Part Time - LANGFORD
The Home Depot
Victoria, BC
- Part-time
Added 8 hours ago
TH
Lot Associate: Part Time - CHINOOK
The Home Depot
Canada
- Part-time
The Lot Associate's primary responsibility is to load orders into customer vehicles and ensuring the parking lot is safe and welcoming for the customer. Customer service and GET behaviours…
Added 9 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Langley (District), BC · City of Langley, BC
- Full-time
We have 8 physicians, RN, LPN, clinic manager, and full MOA support. No sub-specialty is required. Hospital privileges are not necessary. Long Term Care is not required.
Added 11 hours ago
WC
(CAN) Customer Service Manager
Walmart Canada
Steinbach, MB
- $15 CAD / hour
- Full-time
Position Summary...Working as a Customer Service Manager at Walmart Canada is a great opportunity to build strong leadership and operational skills in a fast paced retail environment. In…
Added 11 hours ago
WC
(CAN) Customer Service Manager
Walmart Canada
Steinbach, MB
- $15 CAD / hour
- Full-time
Position Summary...Working as a Customer Service Manager at Walmart Canada is a great opportunity to build strong leadership and operational skills in a fast paced retail environment. In…
Added 11 hours ago
WC
(CAN) Front End Checkout Team Associate PT
Walmart Canada
Drumheller, AB
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager or Front End Team Lead.
Added 11 hours ago
WC
Customer Service Manager
Walmart Canada
Winnipeg, MB
- $15 CAD / hour
- Full-time
Position Summary...Working as a Customer Service Manager at Walmart Canada is a great opportunity to build strong leadership and operational skills in a fast paced retail environment. In…
Added 11 hours ago
A&
Store Manager - CF Polo Park, Hollister
Abercrombie & Fitch Co.
Winnipeg, MB
- Full-time
The Store Manager is the leader of their location. They are responsible for staffing, training, developing, and retaining both part-time and full-time staff, including career development…
Added 11 hours ago
TH
Sales Part Time (BARRIE)
The Home Depot Canada
Barrie, ON
- Part-time
Added 11 hours ago
TH
Sales Part Time (BARRIE)
The Home Depot Canada
Barrie, ON
- Part-time
Added 11 hours ago
WC
(CAN) Consumables Associate (Temp 3 month conract)
Walmart Canada
Hanover, ON
- Contract
Position Summary...Working as a Consumables Associate at Walmart Canada is a great way to develop your skills in the retail industry. The Consumables Associate is a customer service…
Added 11 hours ago
WC
(CAN) Front End Checkout Team Associate
Walmart Canada
Victoria, BC
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager or Front End Team Lead.
Added 11 hours ago
WC
Self Checkout Attendant
Walmart Canada
Ancaster, ON
- Full-time
…and escalate cash or technical issues to the Customer Service…
Added 11 hours ago
WC
(CAN) Front End Checkout Team Associate
Walmart Canada
Steinbach, MB
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager or Front End Team Lead.
Added 11 hours ago
WC
(CAN) FRONT END CHECKOUT TEAM ASSOCIATE
Walmart Canada
Charlottetown, PE
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager or Front End Team Lead.

Walmart Canada

Senior Manager, Contact Center - Escalations

Mississauga, ON, Canada

The pay range for this position is $109,400.00 - $150,480.00. · Full-time

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Job details

Pay: The pay range for this position is $109,400.00 - $150,480.00.
Job type: Full-time
Posting language: English
Posted: Sep 28, 2026

Original 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.

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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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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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More about this job

Responsibilities

Lead Walmart Canada's Customer Escalations function, overseeing complex and executive-level customer matters, developing a high-performing team, and advising senior leaders on critical issues and trends. Partner across business functions to turn customer feedback into improvements to processes, products, tools, and the escalation operating model.

Requirements

Requires strong people leadership, excellent written and verbal communication, and the ability to manage complex priorities and stakeholders while remaining responsive. Candidates should demonstrate sound customer judgment, balance customer advocacy with policy, risk, and business needs, and communicate concise insights and recommendations to senior leaders.

Skills

People Leadership
Team Development
Customer Advocacy
Customer Escalations
Complex Case Management
Executive Communication
Stakeholder Management
Strategic Problem-Solving
Customer Service Recovery
Risk Assessment
Cross-Functional Collaboration
Trend Analysis
Process Improvement
Customer Experience Improvement
Prioritization
Operational Effectiveness

Visa sponsorship

Not detected in the job text

Keywords

Customer Escalations
Customer Care
Customer Advocacy
Service Recovery
Complex Case Management
Executive-Level Matters
People Leadership
Team Development
Executive Communication
Stakeholder Management
Strategic Problem-Solving
Customer Feedback
Trend Analysis
Process Improvement
Product Improvement
Customer Experience
Operating Model
Risk Considerations
Cross-Functional Collaboration
Stores
E-Commerce
Marketplace
Logistics
Product
Technology
Legal
Customer Satisfaction
Operational Effectiveness

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