OM Escalation Analyst (Global OM Ops)

OM Escalation Analyst (Global OM Ops)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:

Job Family Definition

• Executes and manages operational escalations related to order fulfillment, ensuring timely resolution of issues impacting shipment, revenue, and customer experience.
• Coordinates across multiple functions to unblock orders, resolve constraints, and drive execution in complex and time-sensitive scenarios.
• Supports operational stability by maintaining high responsiveness and execution discipline in a dynamic environment.

Responsibilities

1. Escalation Management

• Own end-to-end resolution of order escalations (e.g., no ESD, past due, shortage-related issues)
• Prioritize and manage workload based on business impact and urgency
• Ensure timely follow-up and closure of cases

2. Cross-Functional Coordination

• Work closely with Supply Chain, Planning, Care, and OM teams to resolve execution blockers
• Drive alignment across teams to unblock orders and accelerate fulfillment
• Escalate issues when required to ensure resolution

3. Order Execution Support

• Analyze order status, identify issues, and take corrective actions
• Support backlog management by focusing on critical and aging orders
• Ensure orders are execution-ready (clean status, no preventable blockers)

4. Issue Identification & Resolution

• Identify root causes of delays or execution failures
• Apply structured problem-solving to resolve issues efficiently
• Document findings and actions for visibility and tracking

5. Data Analysis & Reporting

• Review reports and dashboards to identify trends and priorities
• Provide updates on escalation status and resolution progress
• Support leadership with insights on execution challenges

6. Communication

• Provide clear and concise updates to stakeholders
• Ensure alignment and transparency on issue status and next steps
• Manage expectations with internal teams

Management Level Definition (Intermediate / execution-focused)

• Applies working knowledge of Order Management and supply chain processes to resolve operational issues
• Handles a high volume of tasks with varying complexity and urgency
• Exercises judgment in prioritization and issue resolution
• Escalates complex or ambiguous situations appropriately
• Works independently within defined processes while collaborating across teams

Education & Experience

• Bachelor’s degree in Business, Supply Chain, Engineering, or related field
• Typically 2–4+ years of experience in operations, order management, or supply chain
• Experience in customer support, escalation handling, or execution roles preferred

Knowledge & Skills (Very important to differentiate from senior roles)

• Understanding of Order Management and basic Supply Chain processes
• Strong problem-solving and analytical skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and follow-through
• Effective communication and stakeholder coordination skills
• Ability to work under pressure and handle high volumes
• Experience with SAP/S4, reporting tools, or case management systems is a plus

Accountability, Accountability, Active Learning, Active Listening, Bias, Business, Coaching, Creativity, Critical Thinking, Cross-Functional, Design Thinking, Empathy, Follow-Through, Group Problem Solving, Growth Mindset, Intellectual Curiosity (Inactive), Interprets Data, Long Term Planning, Managing Ambiguity, Operational Performance, Operations Processes, Personal Initiative, Process Changes, Process Improvements, Sales {+ 4 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.

#mexico

#operations

Job:

Sales Operations

Job Level:

IntermediateIn accordance with applicable Mexican laws and our commitment to non-discrimination, HPE strictly prohibits requiring medical certificates related to pregnancy status or HIV as conditions for employment, continued service, or promotion.

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.

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.