WW CRT – Executive Escalations Team Manager

Description -

Job Title : WW CRT – Executive Escalations Team Manager

Job scope/summary:

The Global Executive Escalations Manager is responsible for leading the resolution of high-impact, complex customer issues escalated by executive leadership, strategic partners, or key stakeholders. This role requires a strategic thinker with exceptional communication skills, cross-functional leadership capabilities, and a customer-first mindset to drive resolution, root cause analysis, and continuous improvement across global operations..

Key responsibilities include:

• Acting as the internal “voice of the customer.”
• Interface with Legal to prepare court hearing and statement sent to customers
• Understanding complaint drivers and promoting prevention.
• Provide closed-loop status updates to the Executive leadership team.
• Coaching teams for continuous improvement and fair resolutions.
• Collaborating with CS, Store, and Supply Chain to fix systemic issues.
• Highest point of escalation to resolve fraudulent, bad behavior customers (have received excessive compensation without merit), and address issues forwarded by HP’s Ethics and Compliance Team.
• Ensure global alignment of key operations and processes across all regions in accordance with regulatory, contractual, and compliance requirements across global markets.
• Provide regular updates to senior leadership on escalation trends, resolution status, and strategic insights. Prepare executive-level briefings and post-mortem analysis.

Job specifics/responsibilities:

• Management of a team of Executive Escalation Managers handling all complaints reaching the leadership team, Public Media Relation and Legal claims – English speaking customers
• Workforce management and skills evolution
• Act as Agent of Change influencing CS functions to secure complaint prevention activities
• Operations and processes consistencies across regions
• Accelerated resolution of complaints addressed to senior HP Executives
• Deep understanding of operations, ability to explain and anticipate deviations
• Provide meaningful analysis and propose strategic business improvements
• Be quality oriented and critically evaluate the outcome of improvement projects end to end
• Analyze root causes of complaints and interact with CS project managers to drive process corrections
• Manage by influence to implement processes that will reduce incoming volumes of complaints or their cost as well as improve customer satisfaction

Key deliverables/accountabilities:

• Accountable to operate all complaint resolutions
• Provide Feedback loop to executives as required
• Complaints cost-to-serve improvement
• Monitoring the performance in line with CS strategic objectives
• Follow key performance indicators and targets to run the business
• Focus on recovering customer loyalty to HP Brand after a poor support experience
• Contribute to the definition and deployment of the CRT strategy
• Help drive Complaints Prevention with the other support entities, call center, ATS, repairs center, Supply Chain, F&C, etc.
• Involvement on CS EMEA transformation activities to ensure complaint risks are understood and mitigated
• Partner with other regional Ops manager, Project team, Market Team to drive best practice sharing and standardization at global level.
• Developing/running weekly/monthly operational reviews within the CRT WW and CS APJ organization
• Forecasting budget needed to execute the complaints
• Reporting and forecasting accurately the spending of the CRT organization

Working relationships:

Internal

• Other CRT teams, Regional, back-office, Project and Process teams
• CS Functions in the region (CCC, ATS, F&C…)
• HP Key functions : legal, Finance
• HP Leadership team
• CRT team members (Internal HP and Partners)

External

• Business partners operating complaint management and CCC activity in the region (TP, Foundever)
• Local support business partners (bench, ASDP, distributors ….)
• End Customers with complex complaint cases
• Legal institution, especially in the US and Canada

Education (degree) and professional experience required:

• Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
• This job requires a strong motivation for business analysis and continuous improvement.
  • Lean Sigma GB Certification
• Typically has 4-7 years of job-related experience or 2-4 years of management experience, preferably in telephone support, microcomputer industry, or a related field
• Customer facing experience
• Operations management acumen
• Experienced in driving a remote diverse team
• Post-sales support experience
• Printing & computing knowledge in both consumer & commercial segments
• Legal consumer rights knowledge

Other requirements:

• Excellent command of the English language, ability to demonstrate superior verbal and written communications

Personal skills and qualities:

• Able to summarize complex situations clearly and concisely
• Able to interface with HP Executives (CS & Country GMs)
• Positive, optimistic, and customer-focused
• Action-oriented, demonstrating both reactive agility and proactive initiative
• Leads team performance and drives change effectively
• Service-minded, empathetic, quality-driven, with a strong can-do attitude
• Strong problem-solving, negotiation, and interpersonal skills
• Self-driven and autonomous, with a collaborative and adaptable approach
• Effective communicator across functions, geographies, and cultures
• Detail-oriented with the ability to articulate the strategic context
• Evaluates unique customer scenarios and advises decision-makers sound judgment, urgency, and creativity
• Motivated by business insight and continuous improvement
• Skilled in influencing without direct authority
• Experienced in working with international and remote management
• Resilient under pressure and composed in challenging situations
• Highly organized with strong planning skills
• Diplomatic, assertive, tenacious, flexible, and responsive

Technical skills

• Proficient in MS Office and data/reporting tools.

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.

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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"