Global Escalation Management Customer First
This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
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…