Global Escalation Management Customer First

Hewlett Packard Enterprise Development LP; Tlaquepaque; Híbrido; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

Hewlett Packard Enterprise Development LP in Mexico is seeking a Senior Escalation Manager to drive complex post-sales cases. The role requires coordinating across Sales, Services, Finance, Legal, and executives to resolve issues swiftly while balancing risk and policy.

You will mentor teams and maintain thorough case documentation. This hybrid role expects about 2 days per week in an HPE office, with global exposure and a focus on customer-centric outcomes.

Formación

• Bachelor's degree or equivalent work experience.
• 5+ years of experience in customer success, escalation management, or related functions.
• Experience influencing stakeholders in a global environment.

Responsabilidades

• 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 remediation strategies.
• Facilitate alignment among Sales, Services, Supply Chain, Finance, Legal, and Executive Leadership.
• Develop executive-level communications, case summaries, and recommendations.

Conocimientos

Escalation management

Executive communication

Financial analysis

Risk assessment

Negotiation

Stakeholder management

Operations & supply chain

Project management

Governance & compliance

Educación

Bachelor's degree or equivalent

Herramientas

Enterprise reporting tools

Descripción del empleo

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 stage of the application or interview process, Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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

What We Can Offer You

• 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.

Lets Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. #mexico

Job: Services Job Level: Intermediate

HPE 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 decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

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

Disclosure of Sensitive Personal Data Please ensure the resume you submit to us does not include any sensitive personal data. Sensitive personal data includes data revealing information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation. To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application.