Global Escalation Management Customer First

Job Description:

Job Family Definition

Provides post-sales exception management expertise to resolve highly complex customer satisfaction issues that cannot be addressed through standard operational processes. Acts as a cross-functional liaison, influencing stakeholders across sales, services, support, supply chain, finance, and executive leadership to drive customer-centric outcomes while balancing business risk and policy compliance.

Works independently on complex, high-impact customer escalations requiring advanced judgment, business acumen, and stakeholder management. Handles sensitive situations with significant customer, financial, operational, or reputational impact. May provide mentoring, guidance, and leadership across teams without direct supervisory responsibility.

How will you make your mark

• Manage complex Customer First and business-critical post-sales escalations from intake through resolution.
• Lead cross-functional engagement to drive timely resolution of exceptional customer issues.
• Evaluate business, contractual, operational, and financial considerations to determine appropriate remediation strategies.
• Facilitate alignment among Sales, Services, Supply Chain, Finance, Legal, and Executive Leadership teams.
• Assess and quantify customer impact, business risk, and potential financial exposure.
• Develop executive-level communications, case summaries, and recommendations.
• Ensure compliance with company policies, governance requirements, and approval frameworks.
• Identify systemic issues and recommend process improvements to prevent recurrence.
• Maintain accurate case documentation, audit readiness, and reporting metrics.
• Serve as a trusted advisor during critical customer events and executive escalations.

About you

• Bachelor's degree or equivalent work experience.
• Typically 5+ years of experience in customer success, escalation management, operations, services delivery, supply chain, sales support, or related business functions.
• Experience managing complex, cross-functional customer issues in a global environment.
• Demonstrated ability to influence stakeholders and drive outcomes without direct authority.

Knowledge and Skills

• Advanced customer escalation and issue resolution expertise.
• Strong business judgment and decision-making capabilities.
• Executive-level written and verbal communication skills.
• Financial analysis and risk assessment capabilities.
• Negotiation, conflict resolution, and stakeholder management skills.
• Strong understanding of operational, supply chain, service delivery, and sales processes.
• Ability to manage multiple high-priority issues simultaneously.
• Project management and organizational skills.
• Knowledge of governance, compliance, and audit requirements.
• Proficiency with enterprise business systems and reporting tools.
• Ability to influence across organizational boundaries and build alignment among diverse stakeholders.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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