Hewlett Packard Enterprise
Dir,EMEAGlobalEscalationMangement
“Dir, EMEA Global Escalation Mangement at Hewlett Packard Enterprise. Skills: escalation management, leadership, cross-functional coordination, stakeholder management, operational excellence. overseeing the escalation management function within the EMEA region. managing complex, high-visibility customer escalations”
What You'll Achieve.
Accountable for regional escalation performance; customer satisfaction outcomes; executive confidence during critical situations; improve escalation outcomes; reduce recurrence
Industry & Context.
resolve escalations; address systemic issues; root cause analysis
Periodic after-hours engagement to support critical customer escalations
What They're Looking For.
Must Have
Bachelor's degree or equivalent experience, 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, executive communication, judgment, and decision-making skills
Nice to Have
Advanced knowledge of technology and innovation
What You'll Do.
overseeing the escalation management function within the EMEA region
high-visibility customer escalations
ensuring that a consistent global approach is maintained while customizing strategies to meet regional business priorities
leading a dedicated team to deliver exceptional customer experiences
achieve successful escalation resolutions
promote continuous improvement throughout the escalation lifecycle
aligning cross-functional efforts
engaging executive stakeholders
upholding the highest standards of governance and operational excellence within the region
Lead the EMEA GEM operating model
ensuring alignment with global escalation strategy
Provide executive-level oversight and direction for critical
high-risk customer escalations
serving as a trusted advisor to senior leadership
and executive-ready communication for escalations
including status updates
Drive operational excellence through effective use of tools
and reporting to improve escalation outcomes and reduce recurrence
Own post-escalation reviews
and lessons learned to influence product
and service improvements
Monitor regional escalation trends and performance
proactively identifying risks and recommending strategic actions
How You'll Work.
Team & Collaboration
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 EMEA region; Regional and global collaboration across time zones
Communication Scope
executive communication; interpersonal communication abilities; executive-ready communication
Process & Methodology
cross-functional initiatives
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