Description -
• The Complex Escalation Program Manager leads the resolution of high-impact technical and operational issues by coordinating cross-functional teams and driving structured escalation processes. This role ensures timely stakeholder alignment, root cause analysis, and proactive mitigation planning to support product quality and customer success. Ideal candidates thrive in fast-paced environments and bring strong leadership, communication, and problem-solving skills.
Responsibilities
• Own and manage the end-to-end escalation process for complex issues, ensuring structured triage, root cause analysis, and resolution.
* Act as the central point of contact between engineering, product development, customer support, and quality teams.
* Develop and maintain escalation workflows, communication protocols, and reporting mechanisms.
* Facilitate cross-functional meetings and drive accountability for action items and timelines.
* Monitor trends in escalations to identify systemic issues and recommend long-term solutions.
* Provide executive-level summaries and updates on critical escalations and resolution status.
Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 10+ years of work experience, preferably in engineering development and implementation, project planning tools and software packages, people management, or a related field.
Preferred Certifications
NA
Knowledge & Skills
* Proven experience in program or project management, preferably in a technical or product development environment.
* Strong analytical and problem-solving skills with the ability to manage ambiguity.
* Excellent communication and stakeholder management abilities.
* Familiarity with escalation management tools and methodologies.
• Computer Science
• Milestones (Project Management)
• New Product Development
• Process Improvement
• Product Management
• Project Engineering
• Project Management
• Project Planning
• Project Schedules
• Risk Management
Cross-Org Skills
• Experience working in fast-paced, cross-functional environments.
* Background in hardware, software, or enterprise product support.
* Ability to influence without direct authority.
* Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
Impact & Scope
• Impacts large functions and leads large, cross-division functional teams or projects.
Complexity
• Provides highly innovative solutions to complex problems within established policy.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
Pay & Benefits
The base pay range for this role is $147,050 to $230,850 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
Benefits:
HP offers a comprehensive benefits package for this position, including:
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
Job -
EngineeringSchedule -
Full timeShift -
No shift premium (United States of America)Travel -
25%Relocation -
Equal Opportunity Employer (EEO) -
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"