Customer Escalatioin Manager - Networking

Customer Escalation Manager – Networking

Role designed as “Hybrid” with an expectation to work on average 2 days per week from an HPE office.

Provide professional solutions to the company end‑users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Serve as the escalation link for the company field employees, executives and channel regarding customer satisfaction issues, availability, price dissatisfaction, product safety concerns, and complaints with the company and/or its representatives.

• Manage a team of exempt individual contributors and/or supervisors, ensuring alignment with business objectives and providing guidance to achieve operational and tactical goals.
• Plan, monitor, and manage day‑to‑day staff activities, ensuring efficient resolution of escalated customer issues and adherence to established policies and procedures.
• Identify and implement process enhancements to improve team performance, customer satisfaction, and operational efficiency in alignment with business strategies.
• Recruit, mentor, and support the professional growth of direct team members, fostering a high-performance culture and ensuring succession planning.
• Monitor program outcomes and team performance metrics, ensuring accountability for delivering results within budget, timeline, and quality standards.
• Collaborate with senior leadership to align departmental activities with broader organizational goals, providing input on strategic issues and tactical initiatives.

• Bachelor’s degree or equivalent experience and 4 years related experience in customer service in a telecoms or networking company environment.
• 4+ years of experience in customer relations or end‑user support, including escalations management.
• 2+ years of experience in a leadership or supervisory role.
• Advanced communication skills for stakeholder engagement, correspondence, and presentations.
• Proficiency in operating systems, software, and tools related to customer support and team management.
• Thorough knowledge of legal standards, consumer rights, and warranty responsibilities in customer relations, with the ability to ensure compliance and mitigate risks.
• Professional certifications preferred.

• Strong ability to lead, motivate, and manage teams, including exempt contributors and supervisors, while fostering collaboration and accountability.
• In-depth understanding of operational processes and policies, with the ability to monitor activities, resolve escalations, and drive efficiency improvements.
• Ability to align team activities with organizational strategies, providing insights and recommendations for process and program improvements.
• Exceptional verbal and written communication skills, capable of engaging with staff, senior leadership, and external stakeholders effectively.
• Advanced ability to analyze complex business issues, develop innovative solutions, and make independent decisions within established guidelines.
• Strong skills in mentoring, coaching, and supporting professional growth, ensuring the team achieves high performance and maintains engagement.
• Networking/Infrastructure knowledge.

• Health & Wellbeing – comprehensive suite of benefits that supports physical, financial and emotional wellbeing.
• Personal & Professional Development – programs to help you reach any career goals you have.
• Unconditional Inclusion – inclusive workplace celebrating individual uniqueness.

Hewlett Packard Enterprise is an Equal Employment Opportunity / Veterans / Disabled / LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all employment decisions are based on qualifications, merit, and business need. HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider qualified applicants with criminal histories.

HPE is an E‑Verify employer. E‑Verify is an Internet‑based system that compares information from an employee’s Form I‑9 to data from the U.S. Department of Homeland Security and Social Security Administration to confirm employment eligibility.