Dir, AMS Global Escalation Management
$150,500–$301,500 year
HybridColorado Springs, Colorado, United States
Job Summary
Lead the AMS Global Escalation Management operating model for North America, providing executive-level oversight of high-risk customer escalations and ensuring alignment with global governance standards. Drive operational excellence through metrics, reporting, and cross-functional partnerships with Sales, Support, Engineering, and Product to resolve systemic issues and reduce recurrence. Lead a dedicated team to coach people leaders, own post-escalation reviews and root cause analysis, and proactively monitor regional trends to recommend strategic actions. Ensure timely, executive-ready communication including status updates and recovery plans while maintaining a consistent global approach customized to regional priorities. Work hybrid, averaging two days per week from an HPE office, with periodic after-hours engagement for critical situations. Accountable for regional escalation performance, customer satisfaction outcomes, and executive confidence during critical situations.
Required Qualifications
- 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
- Strong executive communication, judgment, and decision-making skills
- 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
- Work on average 2 days per week from an HPE office
- Regional and global collaboration across time zones
- Periodic after-hours engagement to support critical customer escalations
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