Manager - Customer Care & RMA Operations (Iloilo City)

Manager - Customer Care & RMA Operations (Iloilo City)

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

Department: HPE Networking – Customer Experience
Location: Global Operations (APAC/EMEA/AMS as applicable)
Reports To: Senior Manager, Global Operations

Work Shift : Global Time Zone (any 5 days a week , 3 shifts - 6am to 3pm, 2pm-11pm, 10pm to 7am)

Role Overview

The Manager for Customer Care and RMA will lead a team of support agents responsible for case routing, administrative case handling, and initial troubleshooting for HPE Networking products, including Aruba solutions. This role ensures operational excellence, timely resolution of customer issues, and adherence to HPE’s premium support standards.

Key Responsibilities

• Team Leadership & Performance Management
  • Supervise agents handling case routing, admin cases, and first-level troubleshooting.
  • Drive coaching and certification readiness for agents to meet HPE standards.
  • Monitor KPIs such as backlog, POD, inflow, and closure rates for RMA and Care queues.
• Customer Care Operations
  • Oversee case creation and assignment processes via HPE Networking Support Portal and Welcome Center queues.
  • Ensure compliance with Tech Care and Pro Care service guidelines, including SLA/SLO commitments.
  • Maintain high-quality customer interactions, focusing on empathy, efficiency, and technical accuracy.
• RMA Management
  • Manage RMA workflows, including manual routing and coordination with ARCH teams for hardware returns.
  • Collaborate with GEO Leads and escalation managers to resolve complex RMA issues promptly.
• Process Excellence & Continuous Improvement
  • Identify operational risks and implement mitigation strategies.
  • Partner with IT and NSP teams to optimize case routing and queue management systems.
  • Drive initiatives for enhanced call handling and faster initial response times.
• Stakeholder Collaboration
  • Act as liaison between TAC, Escalations, and Customer Experience teams for seamless support delivery.
  • Provide quarterly case metrics and annual engagement reports to leadership.

Required Skills & Qualifications

• Strong understanding of HPE Networking and Aruba product portfolio.
• Experience in managing technical support or customer care teams in a global environment.
• Familiarity with RMA processes, SLA/SLO frameworks, and escalation handling.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work cross-functionally with TAC, IT, and operations teams.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 more}

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. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#philippines

#aruba, #networking, #servicesandsupport

Job:

Services

Job Level:

Manager_1

    

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.