(CAN) Manager, Customer Service Resolution (IC)

Social Care Manager

The Social Care Manager is responsible for leading the strategy, operations, and execution of customer care across social media and digital platforms. This role ensures that customer interactions on platforms such as Facebook, X (Twitter), Instagram, TikTok, and emerging channels are handled with empathy, efficiency, and brand integrity. The manager will oversee a team of social care agents, collaborate with cross-functional partners, and drive continuous improvement in digital customer experience. This role requires a strong understanding of social media dynamics, customer service best practices, and crisis management. The Social Care Manager will also play a key role in developing and maintaining Standard Operating Procedures (SOPs), ensuring alignment with business changes, and supporting brand reputation through proactive and reactive engagement.

This role leads third-party contact center social media, live chat, and special project teams, guiding all customer inquiries and communication. The role also develops and supports the implementation of new customer service programs and projects aimed at enhancing the customer experience, managing all operational aspects from start to finish. This role is accountable for creating and implementing communication standards and templates for all customer service interactions, continually developing messaging as new services are introduced. This includes collaborating with various internal business areas to ensure comprehensive and effective communication. Issue management is a critical component, requiring collaboration with business areas to handle planned or unplanned crisis situations smoothly. The role may develop proactive and reactive messaging for contact center and support teams, liaising with relevant departments to minimize business risks and ensure appropriate actions. Additionally, this role may train contact center teams, set expectations, provide quality assurance guidelines, and manage escalated customer issues, ensuring resolution. The role leverages social media tools to provide insights and identify synergy opportunities between various business areas.

Key Responsibilities:

• Lead and manage the Social Care team to deliver timely, accurate, and empathetic customer support across all social platforms.
• Develop and maintain SOPs to ensure consistent handling of customer inquiries, complaints, and escalations.
• Collaborate with Legal, PR, Marketing, and Customer Experience teams to manage reputational risks and high-impact events.
• Monitor social media trends, sentiment, and emerging issues to inform strategy and response.
• Analyze performance metrics and customer feedback to identify opportunities for improvement.
• Support business changes and seasonal events by aligning social care processes and staffing.
• Train and coach agents to uphold brand voice, tone, and service standards.
• Act as a point of escalation for complex or sensitive customer issues.
• Lead the execution of ad hoc customer communications in response to unexpected or high-impact events.

Ideal Candidate Profile:

• Proven experience in social media customer care or digital engagement.
• Strong leadership and team management skills.
• Excellent written and verbal communication abilities.
• Ability to manage multiple priorities in a fast-paced environment, with a proven sense of urgency.
• Experience with social media management and listening tools (e.g., Sprinklr, Hootsuite).
• Strong analytical skills and comfort with data-driven decision-making.
• Collaborative mindset with experience working cross-functionally.

Qualifications:

• Education: Bachelor's degree in Business, Marketing, Communications, or a related field. A background in e-commerce, retail ops or customer experience is a strong asset.
• Experience: 3–5 years in customer service, social media management, or digital engagement roles. Experience managing teams or projects in a fast-paced, customer-facing environment.
• Social Media Expertise: Deep understanding of platforms like Facebook, X (Twitter), Instagram, TikTok, and emerging channels. Familiarity with social listening tools and engagement platforms (e.g., Sprinklr, Hootsuite, Salesforce Social Studio).

Leadership Expectations:

Respect the Individual: Demonstrates and encourages respect for others; drives a positive associate and customer experience for all; embraces differences in people, cultures, ideas, and experiences; supports workplaces where associated feel seen and connected through a culture of belonging, so all associates thrive and perform; contributes to an environment allowing everyone to bring their best selves to work. Demonstrates engagement and commitment to the team, developing others through feedback, coaching, mentoring, and developmental opportunities; and recognizes others' contributions and accomplishments. Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates with impact and listens attentively to a range of audiences; and demonstrates energy and positivity for own work. Acts with integrity: Maintains and promotes the highest standards of integrity, ethics and compliance; models the Walmart values and leads by example to foster our culture; supports Walmart's goal of becoming a regenerative company by making a positive impact for associates, customers, and the world around us (e.g., creating a sense of belonging, eliminating waste, participating in local giving). Follows the law, our code of conduct and company policies, and encourages others to do the same; supports an environment where associates feel comfortable sharing concerns; reinforces our culture of non-retaliation; listens to concerns raised by associates and takes action; acts with accountability for achieving results in a way that is consistent with our values. Is consistently humble, self-aware, honest, and transparent. Serve our Customers: Delivers results while putting the customer first and applying an omni-merchant mindset and acts with an Every Day Low Cost mindset to drive value and Every Day Low Prices for customers. Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans. Strive for Excellence: Consistently raises the bar and seeks to improve; demonstrates curiosity and a growth mindset; seeks feedback, asks thoughtful questions; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks. Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.

Minimum Qualifications:

Age - 16 or older

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