Customer Escalation Manager - Networking This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week from an HPE office. Job Description: 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. Responsibilities: 3 Manage a team of exempt individual contributors and/or supervisors, ensuring alignment with business objectives and providing guidance to achieve operational and tactical goals. 3 Plan, monitor, and manage day-to-day staff activities, ensuring efficient resolution of escalated customer issues and adherence to established policies and procedures. 3 Identify and implement process enhancements to improve team performance, customer satisfaction, and operational efficiency in alignment with business strategies. 3 Recruit, mentor, and support the professional growth of direct team members, fostering a high-performance culture and ensuring succession planning. 3 Monitor program outcomes and team performance metrics, ensuring accountability for delivering results within budget, timeline, and quality standards. 3 Collaborate with senior leadership to align departmental activities with broader organizational goals, providing input on strategic issues and tactical initiatives. Education and Experience Required: 3 Bachelor's degree or equivalent experience and 4 years related experience in customer service in telecoms or networking company environment. 3 4+ years of experience in customer relations or end-user support, including escalations management. 3 2+ years of experience in a leadership or supervisory role. 3 Advanced communication skills for stakeholder engagement, correspondence, and presentations. 3 Proficiency in operating systems, software, and tools related to customer support and team management. 3 Thorough knowledge of legal standards, consumer rights, and warranty responsibilities in customer relations, with the ability to ensure compliance and mitigate risks. 3 Professional certifications preferred. Knowledge and Skills: 3 Strong ability to lead, motivate, and manage teams, including exempt contributors and supervisors, while fostering collaboration and accountability. 3 In-depth understanding of operational processes and policies, with the ability to monitor activities, resolve escalations, and drive efficiency improvements. 3 Ability to align team activities with organizational strategies, providing insights and recommendations for process and program improvements. 3 Exceptional verbal and written communication skills, capable of engaging with staff, senior leadership, and external stakeholders effectively. 3 Advanced ability to analyze complex business issues, develop innovative solutions, and make independent decisions within established guidelines. 3 Strong skills in mentoring, coaching, and supporting professional growth, ensuring the team achieves high performance and maintains engagement. 3 Networking/Infrastructure knowledge 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. Let's Stay Connected: #unitedstates Job: Services Job Level: Manager_1 "The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. - United States of America: Annual Salary USD 81,500 - 187,500 in Texas The listed salary range reflects base salary. Variable incentives may also be offered." Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html