Hybrid Escalation Specialist: Root Cause & Improvement

Xerox Corporation; Cebu City; On-site; PHP 650,000 - 900,000; Full time

Job summary

Xerox Holdings Corporation in Cebu, Philippines is seeking an Escalation Specialist to manage and resolve complex escalations across customers, partners, and internal teams within Consumables Management.

The role requires strong analytical and communication skills, with experience in incident management, data reporting, and process improvements. Onsite for six months, then hybrid, with opportunity to support North America and EMEA operations.

Qualifications

• Bachelor's Degree.

Responsibilities

• Manage and resolve customer, partner, and internal escalations from investigation through resolution.
• Perform root cause analysis and implement corrective and preventive actions.
• Ensure timely resolution and communication throughout the escalation lifecycle.
• Monitor operational performance and identify escalation trends.
• Partner with Operations, Supply Chain, Logistics, Service Desk, and Account Teams to resolve issues.
• Recommend and support process improvements to prevent recurring issues.
• Maintain process documentation, compliance standards, and quality requirements.
• Provide operational insights and recommendations to improve service delivery.

Skills

Escalation & Incident Management

Root Cause Analysis

Stakeholder Management

Data Analysis

Process Compliance

Inventory & Consumables Mgmt

MS Office

Communication & Collaboration

SLA Management

Power BI / Power Platform (preferred)

Education

Bachelor's Degree - Business / Industrial Eng / Supply Chain / IT / Engineering

Tools

Power BI

Power Automate

Power Apps

Job description

Xerox Holdings Corporation in Cebu, Philippines is seeking an Escalation Specialist to manage and resolve complex escalations across customers, partners, and internal teams within Consumables Management.

The role requires strong analytical and communication skills, with experience in incident management, data reporting, and process improvements. Onsite for six months, then hybrid, with opportunity to support North America and EMEA operations.