---
title: Director, Contact Center, Escalations Office at Walmart
description: Walmart is hiring for the Director, Contact Center, Escalations Office role in
  Bentonville, AR. See the full description and apply.
type: job
url: https://www.foundrole.com/jobs/director-contact-center-escalations-office-at-walmart-inc-01a0dd47-fccc-7c23-949a-8a57b646e55d
date: 2026-09-28T21:16:56Z
og_description: Join Walmart as Director, Contact Center, Escalations Office in Bentonville, AR.
  Pays $110K–$220K per year. Full-time role.
og_image: https://www.foundrole.com/og/ce0ar7.png
breadcrumbs:
  - label: Home
    url: https://www.foundrole.com/
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    url: https://www.foundrole.com/jobs
---

| | |
|---|---|
| **Company** | [Walmart](https://www.foundrole.com/companies/walmart?utm_source=ai_markdown) |
| **Location** | Bentonville, AR |
| **Salary** | $110K/yr - $220K/yr |
| **Type** | Full Time |
| **Posted** | Sep 22, 2026 |
## Description


• 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.

**What you'll bring:**  
• 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.  
• Ability to identify systemic issues from case trends and influence cross-functional partners to prioritize and implement enterprise solutions.  
• Experience leading leaders and building scalable operating models, governance, performance measures, and succession capability.  
• Ability to use data, automation, and emerging AI capabilities to improve risk detection, reporting, root-cause analysis, and response effectiveness.  

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](https://one.walmart.com/).

The annual salary range for this position is $110,000.00 - $220,000.00

Additional compensation includes annual or quarterly performance bonuses.

Additional compensation for certain positions may also include :  
- Stock
## Skills

- Escalation Management
- Influencing
- English Language
- Automation
- HTTP/HTTPS
- Root Cause Analysis
- Artificial Intelligence
- Headcount Planning
- Executive Presence
- Performance Reporting
- Governance
- Customer Service
## Benefits

- Health Insurance
- Dental Insurance
- Vision Insurance
- Disability Insurance
- Life Insurance
- Parental Leave
- Paid Time Off (Pto)
- Sick Leave
- 401(k) Plans

## How to Apply

[Apply for this position](https://www.foundrole.com/jobs/director-contact-center-escalations-office-at-walmart-inc-01a0dd47-fccc-7c23-949a-8a57b646e55d?utm_source=ai_markdown)

## Related

- [More jobs at Walmart](https://www.foundrole.com/companies/walmart?utm_source=ai_markdown)
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