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

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 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.