- Location
- ECN02 - Bengaluru, Kalayani Platina (ECN02), India
- Type
- Full-time
- Department
- Management
- Seniority
- Manager
- Source
- Workday
Description
Description -
Job Summary
The Project Manager / Executive Escalation Specialist leads the end‑to‑end management of high‑visibility customer escalations received through executive and senior leadership channels, while driving cross‑functional initiatives to improve resolution effectiveness and reduce repeat escalations. The role ensures timely, compliant, and customer‑focused resolution of complex cases by assessing entitlement, policy position, financial exposure, and reputational risk, and coordinating closely with stakeholders across Customer Relations, Finance, Supply Chain, Legal, Sales Operations, and Service Delivery.
In addition to escalation ownership, the role manages improvement initiatives through structured root‑cause analysis, corrective and preventive actions, and project delivery. The position also provides data‑driven insights for leadership, supports governance and audits, and plays a critical role in protecting brand reputation, maintaining executive confidence, and enhancing customer experience outcomes.
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:
2–7 years of relevant professional experience.
Proficiency in Hindi (spoken and written) is required.
Bachelor’s degree (minimum 3-year program) from a university.
Job -
Business PlanningSchedule -
Full timeShift -
No shift premium (India)Travel -
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"