Dir, AMS Global Escalation Management
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:The Director of AMS Global Escalation Management for North America is responsible for providing strategic and operational leadership in overseeing the escalation management function within the region. This individual manages complex, high-visibility customer escalations, ensuring that a consistent global approach is maintained while customizing strategies to meet regional business priorities. The Director leads a dedicated team to deliver exceptional customer experiences, achieve successful escalation resolutions, and promote continuous improvement throughout the escalation lifecycle. This leadership role is vital for aligning cross-functional efforts, engaging executive stakeholders, and upholding the highest standards of governance and operational excellence.
Key Responsibilities:- Lead the AMS GEM operating model, ensuring alignment with global escalation strategy, governance, and standards.
- Provide executive-level oversight and direction for critical, high-risk customer escalations, serving as a trusted advisor to senior leadership.
- Ensure timely, clear, and executive-ready communication for escalations, including status updates, risk assessments, and recovery plans.
- Drive operational excellence through effective use of tools, workflows, metrics, and reporting to improve escalation outcomes and reduce recurrence.
- Partner closely with Sales, Support, Engineering, Product, and other cross-functional teams to resolve escalations and address systemic issues.
- Lead, coach, and develop escalation managers and people leaders across the AMS region.
- Own post-escalation reviews, root cause analysis, and lessons learned to influence product, process, and service improvements.
- Monitor regional escalation trends and performance, proactively identifying risks and recommending strategic actions.
Strategic Impact:- Accountable for regional escalation performance, customer satisfaction outcomes, and executive confidence during critical situations.
- Influences escalation policy, operational priorities, and regional execution in support of broader global objectives.
- Contributes to the continuous evolution of the GEM function through feedback, innovation, and best practices.
Qualifications:- Bachelor's degree or equivalent experience.
- Typically 10+ years of experience in operations, services delivery, support, or escalation management environments.
- Proven experience leading managers and senior professionals.
- Demonstrated success managing high-stakes, cross-functional initiatives in a fast-paced environment.
- Strong executive communication, judgment, and decision-making skills.
Key Job Attributes:- Deep expertise in service delivery and escalation management.
- Exceptional leadership, influence, and interpersonal communication abilities.
- Strong business acumen with a data-driven approach to decision-making.
- Ability to operate effectively under pressure and lead through ambiguity.
- Advanced knowledge of technology and innovation.
Working Conditions:- Regional and global collaboration across time zones.
- Periodic after-hours engagement to support critical customer escalations.
- Hybrid or remote work per organizational policy.
What We Can Offer You:Health & WellbeingWe 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 DevelopmentWe 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 InclusionWe 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:#canada, #unitedstates
#executive, #operations
Job:Services
Job Level:Director
"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 143,500 - 347,500 in Texas
- Canada: Annual Salary CAD 147,000 - 295,000 // 196,000 - 246,000 in Ontario
The listed salary range reflects base salary. Variable incentives may also be offered.
L'échelle salariale prévue pour un nouvel embauché basé au Canada occupant ce poste est indiquée ci-desus. L'offre peut varier dans cette échelle en fonction de l'emplacement géographique, de l'expérience professionnelle, de et/ou du niveau des compétences. S'il s'agit d'un rôle de vente, l'échelle salariale indiquée reflète le salaire de base combiné à la rémunération des ventes ciblées. S'il s'agit d'un rôle non commercial, l'échelle salariale indiquée reflète uniquement le salaire de base. Des incitations variables peuvent également être proposées. "
Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html
