Customer Operations and Program Manager – Instant Services EMEA

Description -

It is an exciting time to join the newly formed Consumer Services and Solutions (CSS) organization at HP. If you enjoy being part of large-scale business model transformation, building up processes and operations to foster and serve direct relationships with consumers, this role will offer you the chance to be part of a strategic priority that starts up something new.

HP is hiring a Customer Operations and Program Manager to support our Consumer Subscription services (such as Instant Ink and Instant Paper) in EMEA.  We’re looking for an individual with excellent problem-solving skills and experience in program/project management. If you enjoy dynamic and new challenges and ideally already gathered experiences in a subscription service environment, this role is for you.

As part of Service Delivery & Enablement team, you will be responsible for resolving Level 4 customer escalations and daily operations.  You will be the expert in identifying and solving for customer-facing issues related to order fulfillment, payment processes, enrollment flows, account management issues.

Working with cross functional partners (Customer Support, Quality, CLM and Marketing) you conduct triage, root cause analysis, collaborate on customer communications, close cases quickly and participate to retrospectives.  

With your Program Manager hat on, you will lead the definition of the Supply Chain, Logistics, Circularity and all operational processes to support the evolution and optimization of our Instant Services globally.

KEY RESPONSIBILITIES

• Manage to closure customer escalations originating from a wide range of funnels (Support, CoE, ECR, ATS, HP Store)
• Solve customer issues by performing triage, identifying defects and new requirements in the life cycle of the program
• Analyze customer escalation data, drive escalation reduction initiatives, summarize and present at monthly/quarterly reviews
• Work closely with the Customer Support organization to develop operational strategies to improve the customers experience with the program while meeting the financial budget and other Support Center KPI’s.
• Develop and manage customer compensation rules across Support and Ops
• Influence the design of and implementation of pilots and new product introductions.
• Define operational requirements for the new service, review budget/resources needed to build new capability, and ensure operational readiness at launch from a Supply Chaine and Logistics perspective.
• Act as a consultant to country managers and other businesses
• Lead and/or participate and consult on various cost reduction programs and customer initiatives 

EDUCATION AND EXPERIENCE REQUIRED

• Bachelor’s Degree required
• 5+ years in Customer Care/Customer Service
• 3+ years experience in Supply Chain, Operations or DevOps role.
• 3+ years experience in project management, PMP certification a plus.
• Experience supporting systems within a services business highly desired (e.g. Managed Services, IT services, Managed Print Services).

KNOWLEDGE AND SKILLS REQUIRED

• Strong verbal, written, and interpersonal communication skills; able to convey technical concepts to diverse audiences
• Highly collaborative with the ability to influence cross-functionally in global, virtual environments
• Strong analytical and problem-solving skills, including root cause analysis and data-driven decision making
• Results-oriented with strong ownership; able to manage multiple priorities and drive issues to resolution
• Sound judgment and decision-making in dynamic, fast-paced environments
• Customer-focused with a commitment to responsive, high-quality service
• Experience in support operations and incident management tools (e.g., Jira, Careforce, OnePage, MS Dynamics)
• Familiarity with complex IT systems and supply chain processes
• Strong project management and organizational skills
• High attention to detail with a continuous improvement mindset
• Adaptable and able to thrive in evolving environments
• Interest in AI and automation, with ability to leverage emerging technologies to drive efficiency and improve outcomes

Sales & Services Entity

Job -

Engineering

Schedule -

Full time

Shift -

No shift premium (Spain)

Travel -

Relocation -

No

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"