Global OM Escalation Senior Manager

Global OM Escalation Senior Manager

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

   

The Global OM Escalation Senior Manager develops, implements and utilizes processes and tools to enable the sales life-cycle (pricing, orders, invoicing, opportunity assessment, field inventory management and other sales pipeline analytics and forecasting solutions). Reports and analyzes order pipeline, bookings, revenue forecasting, revenue reporting, sales productivity and goal attainment. Maintains and enhances sales force automation systems, product/service costing models, and margin management tools/systems to effectively monitor and manage revenue/expenses.

The Global OM Escalation Senior Manager applies expert subject matter knowledge to manage staff activities in solving most complex business/technical issues within established policies. Manages activities of exempt individual contributors (typically Expert/Master) and/or MG1s. Has accountability for a large multi-department area(s) or location(s) with significant impact on business unit results and organizational strategy. Acts as a key advisor to senior management on the development of overall policies and long-term goals of the organization. Plans, manages, and monitors high-end operational/tactical activities of Staff. Staff members' primary focus is on either high-end tactical or broad strategic issues or a combination of both. Recruits and supports development of direct staff members. Position typically reports to Director or above. 

Additional Guidance/Criteria: Manages and controls activities within a sub-region or Region; Typically manages 10 or more direct reports.  Span of Control guidelines may differ from these numbers.

Responsibilities:

• Provides direct and ongoing leadership for an organization of multiple subordinate managers and individual contributors supporting operations systems and processes for the sales organization
• Oversees the development, implementation and utilization of systems supporting sales operations processes, including pricing, order management, invoicing, opportunity assessment, field inventory management and other sales pipeline analytics and forecasting solutions
• Manages headcount, deliverables, schedules, and costs for multiple ongoing initiatives, ensuring that resources are appropriately allocated and that goals, objectives, timelines, and budgets are met in accordance with program and organizational roadmaps.
• Engages with sales managers, program managers, account leaders, technical leaders and executives to communicate operations status, escalate issues, and guide and influence strategic decision-making
• Manages multiple strategic relationships with internal and external partners and suppliers, including setting expectations regarding deliverables, quality, schedules, and costs
• ensures that team members are effectively communicating and collaborating with outsourced resources.
• Proactively identifies opportunities for process improvement and cost reductions opportunities.
• Provides overall people-care management for direct reports, including hiring, setting and monitoring of annual performance plans, coaching, and career development
• drives and fosters organization-wide performance standards, expectations, and practices to support ongoing team member and process development.Lead the end-to-end escalation management process, acting as the primary escalation contact between Supply Chain, Customer Care, and other stakeholders to ensure timely resolution of executive-level issues.Oversee prioritization, assignment, and closure of critical escalations, maintaining comprehensive documentation and providing status updates to all relevant parties.Analyze escalation trends and root causes using data-driven insights to recommend and implement process improvements that reduce recurrence and enhance customer experience.Drive cross-functional teams to develop and execute action plans