Manager, Case Management–Customer Investigations

Job summary

Oversees a team conducting complex workplace investigations regarding customer allegations of discrimination and harassment. Manages high-risk cases, provides policy analysis, and reports trends to senior leadership to drive continuous improvement.

Job details

Position Summary... Manager, Case Management oversees a team conducting complex workplace investigations with a focus on customer allegations of discrimination against Walmart. Responsibilities include conducting investigations as well as managing high-risk cases conducted by other investigators, providing policy analysis, and supporting continuous improvement initiatives. This role is a Field role, and applicants can be located anywhere in Canada. What you'll do... Manager, Case Management leads a team responsible for a high volume of workplace investigations, ensuring compliance with applicable laws and policies. This position may independently handle high-risk, complex cases involving senior management or systemic issues. Responsibilities include developing and implementing action plans to address legal obligations, human rights, belonging, and associate experience. The role also involves reporting on trends and improvement opportunities to senior leadership. Manager, Case Management may develop and deliver training for new investigators and HR professionals, ensuring ongoing professional development. The position supports the team in prioritizing and managing complex investigation matters, including written communications and policy analysis. Manager, Case Management provides subject matter expertise to various investigative entities and ensures the team reaches appropriate conclusions in line with evolving laws. The role involves maintaining a professional reputation for neutrality and trustworthiness and may include building and maintaining templates for specific investigation types. 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. Qualifications: Bachelors degree Minimum 5 years of experience Legal degree an asset Harassment & Discrimination investigation training an asset Skills: Ability to provide feedback / advice to management with respect to workplace investigations, human rights and harassment Ability to provide advice and direction in the face of ambiguity to business partners Sound judgment. Critical in determining whether an appropriate investigation in the circumstances has been conducted and appropriately escalating complex/high risk matters/ or legal matters Ability to accommodate concurrent and significant demands in multiple areas. Strong communication skills. Ability to communicate through verbal and written communications clearly and concisely. Ability to work independently with little to no supervision, time manage, and produce high volume of work product within tight deadlines Ability to provide guidance to investigators and review complex investigation reports Strong organizational and analytical skills. Comfort with building excel reports, supporting development of dashboards and using new technology Ability to work cross-functionally and to develop strong relationships across the business. The pay range for this position is $91,900.00 - $126,390.00. Pay will be determined based on relevant experience. ‎ L’échelle salariale pour ce poste est de 91,900.00 à 126,390.00. La rémunération sera déterminée en fonction de l’expérience pertinente. ㅤ 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 Are you currently a Walmart associate? Please login to your Workday account and use the Find Jobs report to apply for this job. Find Jobs ㅤ 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. About Walmart: Fifty years ago, Sam Walton started a single mom-and-pop shop and transformed it into the world's biggest retailer. Since those founding days, one thing has remained consistent: our commitment to helping our customers save money so they can live better. Today, we're reinventing the shopping experience and our associates are at the heart of it. You'll play a crucial role in shaping the future of retail, improving millions of lives around the world. This is that place where your passions meet purpose. Join our family and create a career you're proud of.

What you’ll do

Oversees a team conducting complex workplace investigations regarding customer allegations of discrimination and harassment. Manages high-risk cases, provides policy analysis, and reports trends to senior leadership to drive continuous improvement.

Requirements

Requires a bachelor's degree and a minimum of 5 years of experience, with a legal degree or specialized investigation training preferred. Must possess strong judgment and the ability to manage high-volume, complex cases independently.

Listed skills

• Analytical · Preferred
• analysis · Preferred
• Training · Preferred
• Leadership · Preferred
• Compliance · Preferred
• management · Preferred
• case management · Preferred
• Communication · Preferred
• Coaching · Preferred
• Consistent · Preferred
• positive · Preferred
• Customer · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Workplace Investigations
• Policy Analysis
• Human Rights Law
• Case Management
• Leadership
• Conflict Resolution
• Analytical Skills
• Communication Skills
• Reporting
• Stakeholder Management
• Organizational Skills
• Excel Reporting

Job areas

• Human Resources
• Legal
• Management & Leadership
• Retail
• Customer Service & Support

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