Dir, AMS Global Escalation Management

Dir, AMS Global Escalation Management The Director of AMS Global Escalation Management for North America leads the escalation management function across the region, ensuring that complex, high‑visibility customer escalations are resolved consistently and aligned with global strategy. Key Responsibilities Lead the AMS GEM operating model and align it with global escalation strategy, governance, and standards. Provide executive‑level oversight and direction for critical, high‑risk customer escalations. 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. 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. 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, and hybrid or remote work per organizational policy. What We Offer Health & Wellbeing benefits for employees and their loved ones. Personal & Professional Development programs to support career growth. Inclusive and flexible work environment that celebrates individuality. EEO Statement Hewlett Packard Enterprise is an Equal Employment Opportunity Employer. The company does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status or any other protected category. All employment decisions are made on the basis of qualifications, merit, and business need. #J-18808-Ljbffr Hewlett Packard Enterprise Development LP