OM Escalation Analyst (Global OM Ops)
Hybrid · Tlaquepaque, Jalisco, Mexico
Job Summary
OPERATIONAL Escalation role focused on end-to-end resolution of order escalations and cross-functional coordination to unblock shipments, drive timely fulfillment, and safeguard customer experience. You will own escalation management, analyze order status for issues, coordinate with Supply Chain/Planning/Care/OM teams, identify root causes, apply structured problem-solving, document actions for visibility, review reports/dashboards to identify trends, and provide updates on status and next steps to stakeholders. Requires a Bachelor’s degree in a related field and typically 2–4+ years in operations or order management; SAP/S4 or similar tools experience is a plus. This is a hybrid role with an expectation to work from an HPE office about 2 days per week.
Required Qualifications
- Bachelor’s degree in Business, Supply Chain, Engineering, or related field
- Typically 2–4+ years of experience in operations, order management, or supply chain
- Experience in customer support, escalation handling, or execution roles preferred
- Knowledge of SAP/S4, reporting tools, or case management systems is a plus
- Strong problem-solving and analytical skills
- Excellent communication and stakeholder coordination skills
- Ability to manage multiple priorities in a fast-paced environment
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