About this role
Job title: Consumables Management Operations Lead - Escalation
General Information City Cebu, Cebu City, Lapu-Lapu City, Mandaue City State/Province Central Visayas (Region VII) Country Philippines Date Thursday, August 20, 2026 Working time Full-time Ref# 20040780 Job Level Specialist Job Type Experienced Seniority Level Associate
Description & Requirements
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.
Overview
The Consumables Management Operations Lead - Escalation is responsible for leading escalation management activities, resolving complex operational issues, and serving as the primary subject matter expert for Consumables Management operations. This role supports business performance objectives through stakeholder collaboration, root cause analysis, process governance, quality management, coaching, training, and continuous improvement initiatives. You will play a key role in ensuring timely escalation resolution, operational excellence, and compliance with business requirements.
Why Join This Team: Work in a global operations environment supporting diverse business functions and stakeholders. Serve as a key escalation lead responsible for resolving critical operational issues. Partner with Operations Managers, Process Analysts, IT teams, and business stakeholders across geographies. Develop expertise in escalation management, process improvement, quality governance, and operational leadership. Contribute to business transformation, operational excellence, and continuous improvement initiatives.
What You Will Do: Act as the Operations Lead for escalation management across assigned functions, shifts, and geographies. Serve as the primary point of contact for operational escalations and stakeholder concerns. Conduct investigations and Root Cause Analysis for escalated operational issues. Provide technical, process, and end-to-end operational expertise to internal and external teams. Support Operations Managers with day-to-day operational activities and issue resolution. Collaborate with Process Analysts, IT teams, and stakeholders to resolve recurring process and system issues. Drive process improvement and governance initiatives. Perform quality audits, metrics tracking, and User Acceptance Testing for process changes. Deliver coaching, mentoring, onboarding.