Principal Customer Experience Lead

Principal Customer Experience Lead

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week 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:

   

Who We Are

At HPE, we go beyond what customers need today to accelerate what’s next. Our teams combine deep expertise, innovation, and collaboration to deliver meaningful impact—for our customers, our business, and the world around us.

We are committed to driving transformation across cloud, data, AI, connectivity, and security. At the same time, we foster an inclusive workplace where diverse perspectives are valued, and where you are empowered to grow both professionally and personally.

At HPE, flexibility, continuous learning, and a strong sense of ownership define how we work.

What You’ll Do

As a Principal Customer Experience Lead, you will take a senior, high-impact role in managing and optimizing the end-to-end Quote-to-Cash (Q2C) process. You will act as a key operational leader and process expert, ensuring excellence in execution, strong customer experience, and continuous improvement across operations.

• Own and oversee the full Quote-to-Cash lifecycle:
  • pricing and quoting
  • order management
  • invoicing and billing
  • post-sales activities
• Act as the primary point of contact for complex customer and operational topics
• Resolve advanced and non-standard issues related to contracts, orders, and billing
• Lead and manage escalations, ensuring timely and compliant resolution
• Partner closely with Sales, Finance, Delivery, and Contract Management teams to drive alignment
• Ensure data accuracy, compliance, and adherence to internal controls and audit requirements (including SOX)
• Monitor operational performance and identify improvement opportunities across processes
• Drive process optimization initiatives and contribute to operational excellence
• Act as a subject matter expert and represent the team in cross-functional and global initiatives
• Provide guidance, mentoring, and knowledge sharing to team members
• Support contract lifecycle management and ensure compliance with legal and commercial terms

What You’ll Need

• 5+ years of experience in:
  • Sales Operations
  • Order Management
  • Customer Operations or similar environments
• Strong understanding of Quote-to-Cash processes and sales lifecycle operations
• Proven ability to manage complex operational scenarios and escalations
• Experience working with enterprise systems (ERP, CRM, Workday or similar)
• Strong analytical and problem-solving capabilities
• High level of accuracy and attention to detail
• Excellent communication and stakeholder management skills
• Fluent English

What We’d Prefer You Bring

• Experience in global or shared service environments
• Additional language skills (Italian strongly preferred)
• Experience with process improvement and optimization initiatives
• Ability to work effectively across matrix organizations
• Confidence in interacting with senior stakeholders
• Proactive mindset with strong ownership and accountability

What We Offer

• A global, collaborative work environment
• Opportunities for career growth within Sales Operations and Customer Experience
• Exposure to end-to-end business processes and international stakeholders
• A culture focused on innovation, continuous improvement, and knowledge sharing
• Flexibility to balance professional and personal priorities

Why Join Us

This role is ideal for an experienced operations professional who thrives in complex, fast-paced environments and enjoys driving process excellence. As a Principal Customer Experience Lead, you will play a key role in delivering operational stability, efficiency, and a high-quality customer experience across the business.

If you are a detail-oriented, proactive professional ready to take ownership and drive impact, we look forward to hearing from you.

Additional Skills:

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}

What We Can Offer You:

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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Sales Operations

Job Level:

Specialist

    

    

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.