Escalation Ops Lead – Consumables & Process Excellence

Xerox; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Xerox Holdings Corporation in Cebu, Philippines, is seeking a Consumables Management Operations Lead - Escalation to own escalation management across multiple functions and geographies. You will act as the primary contact for escalations, conduct root-cause analyses, and drive governance and continuous improvement initiatives.

The role partners with Operations Managers, Process Analysts, IT, and business stakeholders to ensure timely resolution, operational excellence, and compliance with

Qualifications

• Bachelor's degree in Business Management, Engineering, Computer Science, Information Technology, or equivalent.
• Minimum 2 years of operational experience involving data analysis, data management, and technology-enabled business operations.
• Experience handling operational escalations and stakeholder management.
• Experience working with ERP systems.
• Experience supporting transactional operations and service level objectives.
• Knowledge of finance, business operations, and economics.
• Background in distribution, planning, and order management processes.
• Strong analytical, problem-solving, organizational, and decision-making skills.
• Proficiency in Microsoft Excel, Word, PowerPoint, and Visio.
• Excellent written and verbal communication skills.
• Leadership, coaching, mentoring, and stakeholder management capabilities.

Responsibilities

• Act as the Operations Lead for escalation management across assigned functions, shifts, and geographies.
• Serve as the primary point of contact for operational escalations and stakeholder concerns.
• Conduct investigations and Root Cause Analysis for escalated operational issues.
• Provide technical, process, and end-to-end operational expertise to internal and external teams.
• Support Operations Managers with day-to-day operational activities and issue resolution.
• Collaborate with Process Analysts, IT teams, and stakeholders to resolve recurring process and system issues.
• Drive process improvement and governance initiatives.
• Perform quality audits, metrics tracking, and User Acceptance Testing for process changes.
• Deliver coaching, mentoring, onboarding, and refresher training to operations specialists.
• Provide backup support for Operations Managers, Process Analysts, and operational specialists as needed.

Skills

Data analysis

Stakeholder management

Leadership

Analytical thinking

Education

Bachelor's degree in Business Management, Engineering, Computer Science, IT or equivalent

Tools

ERP systems

MS Excel

MS Visio

Job description

Xerox Holdings Corporation in Cebu, Philippines, is seeking a Consumables Management Operations Lead - Escalation to own escalation management across multiple functions and geographies. You will act as the primary contact for escalations, conduct root-cause analyses, and drive governance and continuous improvement initiatives.

The role partners with Operations Managers, Process Analysts, IT, and business stakeholders to ensure timely resolution, operational excellence, and compliance with