Hybrid Global Escalation Lead: 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

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.