Attorney in Bentonville, AR

In-House

Bentonville, AR

Attorney in Bentonville, AR

Non-practicing Attorney

Min 7 yrs required

No

Job Title: Senior Manager, Communications & Engagement

Job Responsibilities:
The Senior Manager, Communications & Engagement is responsible for leading enterprise-wide communications aimed at informing, supporting, and empowering the global agent population, including internal associates and vendor partners. Reporting to the Director of Communications & Engagement, the individual in this role is tasked with driving frontline connection by delivering daily, high-impact messaging and experience strategies for agents within the Customer Engagement Services (CES) ecosystem. The responsibilities include:

- Leading executive and regulatory escalations by owning the end-to-end resolution of customer issues that escalate to senior executives, board members, or external regulatory bodies. This requires balancing empathy, speed, and compliance to restore trust.
- Developing a high-performing team through 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 by partnering with departments such as 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 by 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 by 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 by operating with a high level of discretion and ensuring that escalations are resolved in line with regulatory requirements, company policy, and brand standards.

Education and Experience Information:
Minimum qualifications for this position include:

- A Bachelor’s degree in Business, Communications, or a related field; an MBA or JD is preferred.
- At least 7 years of experience in customer service, contact centers, or customer experience.
- A minimum of 3 years of experience leading teams that manage executive or regulatory escalations.
- A strong background in regulated industries or high-visibility service roles.
- Experience working with CRM and case management platforms such as Salesforce or Zendesk.

Preferred qualifications include:

- Experience in politics, journalism, or a relevant area.
- Experience working in a corporate retail or Fortune 100 environment.

Salary Information:
The annual salary range for this position is between $90, and $180,. Additional compensation may include annual or quarterly performance bonuses, stock options, and other benefits.

The company also offers competitive pay and a comprehensive benefits package, including medical, vision, and dental coverage, financial benefits such as 401(k), stock purchase, and company-paid life insurance, and various paid time off benefits. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

Additional benefits include the Live Better U program, which is a company-paid education benefit program for full-time and part-time associates. This program covers tuition, books, and fees for programs ranging from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Eligibility requirements apply to some benefits and may depend on job classification and length of employment.