Project Manager/Executive Escalation Specialist

Description -

Escalation & Case Management Skills

• Strong expertise in managing complex, high‑visibility customer escalations through executive and senior leadership channels.

• Proven ability to exercise independent judgement within defined policies and escalation frameworks to determine appropriate resolution strategies.

• End‑to‑end accountability for case ownership, including analysis, resolution, documentation, and closure.

• Ability to manage sensitive, high‑risk cases while balancing customer advocacy, policy compliance, financial exposure, and brand impact.

Project & Process Management Skills

• Strong project management capability to lead cross‑functional initiatives focused on escalation reduction, process improvement, and preventive actions.

• Experience conducting root‑cause analysis and driving corrective and preventive actions to reduce repeat escalations.

• Ability to manage multiple workstreams, priorities, and stakeholders within defined timelines and governance structures.

• Structured approach to process documentation, standardisation, and continuous improvement.

Policy, Compliance & Governance

• Solid understanding of complaint handling, escalation governance, and policy interpretation within a regulated, audit‑driven environment.

• Ability to maintain accurate documentation, audit trails, and compliance records for escalations and improvement initiatives.

• Experience supporting audits, leadership reviews, and governance forums through data accuracy and transparency.

Stakeholder & Executive Communication

• Strong written and verbal communication skills, with the ability to articulate case summaries, decisions, and outcomes clearly to executive stakeholders.

• Capability to collaborate effectively with cross‑functional teams including Customer Operations, Finance, Legal, Supply Chain, Sales, and Service.

• Professional presence and confidence when engaging with senior leadership and executive offices.

Education and Experience:

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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"