Customer Escalation Manager - Networking

Hewlett Packard Enterprise • Spring, TX

9h • Hybrid

About The Position

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.

Management Level Definition: 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.

Requirements

• 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.
• Networking/Infrastructure knowledge

Nice To Haves

• Professional certifications preferred.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager