Hybrid Critical Escalation Program Manager

at Hewlett Packard Enterprise

• Job title: Critical Escalation Program Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Sofia, Bulgaria

About the role

• Critical Escalation Program Manager leading technical and business collaborations for HPE's networking division. Ensuring customer satisfaction and business continuity across critical accounts with cross-functional teams.

Responsibilities

• Develop a customer satisfaction plan and influence others to deliver to agreed timelines and objectives of that plan.
• Lead all collaboration and communication efforts for a critical customer issue and manage for on-going progress.
• Provide frequent and highly succinct and technically accurate communications on progress to customers and all levels of executive leadership.
• Adapt to ever changing challenges and use creative thinking and versatility to still ensure a win-win outcome.

Requirements

• 5-10+ Years of customer facing service, engineering support or related delivery roles.
• Experience in Service/Technical Escalation Management a plus.
• Program/Project Management of critical issues in a cross-functional and highly charged and technical environment.
• Understanding of various data networking protocols.
• Good breadth of understanding of networking products, solutions and use cases.
• Excellent ability to engage with various technical teams (R&D, Field, Partner, 3rd Party etc.,) and facilitate technical analysis and resolution.
• Must be able to ensure acceptable and continual progress by influencing, negotiating, communicating, and delegating during technical/business collaboration when necessary.
• Must support and promote a whatever-it-takes, customer-first culture during issue resolution.
• Must have outstanding communication skills both verbal and written that will be used in dealing directly with key customers and all levels of executive staff.

Benefits

• 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.