Customer Escalation Manager - Networking

Overview

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

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 Family Definition:
Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff.

Staff members  work may involve strategic issues. Recruits and supports development of direct staff members. Typically reports to MG2 or Director.

Additional guidance/criteria:
Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region;
Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers.

• 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 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,…