inform, support, and empower our global agent population—including internal associates and vendor
partners. Reporting into the Director, Communications & Engagement, this role drives frontline connection by delivering daily, high-impact messaging and experience strategies tailored for agents across the Customer Engagement Services (CES) ecosystem. From daily surveys and newsletters to podcasts and operational town halls, this leader ensures agents stay aligned to CES priorities, connected to their purpose, and engaged in ways that elevate the customer and associate experience.
This role partners closely with global Contact Operations teams and vendor management leads to build
scalable, inclusive messaging that drives clarity, action, and trust at the front line.What you'll do...
We’re looking for a strategic, high-judgment leader to manage our most sensitive and high-profile customer issues—those escalated to senior executives, board members, or regulatory agencies like the Attorney General’s office. This role will lead a team that delivers white-glove service, drives rapid issue resolution, and partners across the business to fix what’s broken—fast.
You’ll make an impact by:
• Leading executive and regulatory escalations: Owning the end-to-end resolution of customer issues that escalate to the C-suite, board, or external regulatory bodies. Balancing empathy, speed, and compliance to restore trust.
• Developing a high-performing team: Hiring, coaching, and leading escalation managers to deliver best-in-class experiences and outcomes. Setting clear expectations for service quality, speed, and professionalism.
• Driving cross-functional accountability: Partnering with Legal, Risk, Compliance, Product, and Field Operations to resolve complex issues and remove roadblocks. Leading with influence to ensure the business owns root cause resolution.
• Improving systems and processes: Identifying patterns in escalations and working cross-functionally to reduce defects. Elevating insights to drive long-term improvements that benefit customers at scale.
• Communicating with clarity and credibility: Delivering concise, executive-level reporting on trends, risks, and resolution performance. Representing the voice of the customer in high-stakes forums.
• Managing risk and ensuring compliance: Operating with a high level of discretion. Ensuring that escalations are resolved in line with regulatory requirements, company policy, and brand standards.
You'll sweep us off our feet if...• You’ve led escalation or executive relations teams in large-scale operations
• You can navigate complexity and influence across matrixed organizations • You write and communicate with precision under pressure
• You care deeply about customer trust, experience, and advocacy
• You’re energized by fixing root problems and making the business better
Minimum Qualifications...• Bachelor’s degree in Business, Communications, or related field; MBA or JD preferred
• 7+ years in customer service, contact centers, or customer experience
• 3+ years leading teams that manage executive or regulatory escalations
• Strong background in regulated industries or high-visibility service roles
• Experience working with CRM and case management platforms (e.g., Salesforce, Zendesk)
About Walmart Global Customer Engagement Services (Contact Operations)We’re reimagining how millions of customers connect with Walmart—every day, in every channel. From hands-on support to behind-the-scenes strategy, we put the customer first and move fast to solve real problems. Our teams lead with care, curiosity, and commitment to doing what’s right—because every interaction is a chance to make it easier for our customers to live better.
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 $90,000.00-$180,000.00
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.
Bachelor’s degree in Journalism, Communications, Public Relations, or related field and 4 years’ experience in corporate communications, public relations, or relevant area OR 6 years’ experience in corporate communications, public relations, or relevant area.1 year’s supervisory experience or experience leading cross-functional teams.Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Politics, journalism, or relevant area, Working in a corporate retail or Fortune 100 environmentPrimary Location...702 Sw 8Th St, Bentonville, AR 72716, United States of America