Customer Operations Manager

Description -

About the company 

HP – the company that founded the “Silicon Valley” is the leading printing and personal systems technology company in the world, and we are here to create technology that makes life better for everyone, everywhere.  We apply new thinking and ideas to create more simple, valuable, and trusted experiences with technology, continuously improving the way our customers live and work. 

HP’s vision and promise are to engineer experiences that amaze our customers.  With the heart, creativity, and energy of a startup, and the brain, muscles, and determination of a Fortune 100 corporation, operating in more than 170 countries, we continue to deliver ground-breaking new technologies to build on our 70+ year legacy of innovation.  

HP’s commitment to diversity, equity, and inclusion – it's just who we are. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work every day. When you do that, you’re more innovative and that helps grow our bottom line. Come to HP and thrive! 

About the position: 

Workforce Solutions (WS) is a new global business unit that brings together all commercial services teams across HP under one leader with a goal of providing a comprehensive portfolio of compelling services and solutions to our enterprise, mid-market, and even, in partnership with our strategic channel partners, to the SMB segment. Our goal is to enable CIOs to optimize the IT experience of their workforce while balancing other business pressures of affordability and risk. HP’s core strengths in personal systems and computing, printing and document workflows, and advanced collaboration solutions provide the foundation from which we will expand our services portfolio. Our passion for our customer and our employees will be our differentiation.  

We have organized the P&L across three Service Lines, each representing a critical portfolio and business model.  Lifecycle Services represents our core device-centric services.  Managed Solutions represents our growing portfolio in integrated solutions and managed services that bring together hardware, software, HP and third-party capabilities. Our final strategic Service Line is focused on our rapidly growing Software / Digital Services portfolio.  

This newly founded division brings together software products and platforms from across HP, including our robust Print, Document and Workflow Management suite, our flagship Workforce Experience platform, and our overall HP Workplace Central platform which brings the entire software portfolio of HP (and key partners) together under a cloud-native, AI-driven Employee Experience platform. 

We are seeking a highly motivated and experienced Customer Operations Manager to join our team. In this pivotal role, you will be responsible for developing and implementing customer engagement strategies, optimizing processes, and leveraging tools to enhance customer interactions and satisfaction. You will work closely with various departments to ensure a seamless customer experience and drive continuous improvement initiatives to ensure a customer first mentality. 

Key Responsibilities  

Customer Engagement Strategies: Develop and implement strategies to enhance customer engagement and satisfaction across all touchpoints.

Process Optimization: Streamline and optimize customer-related processes to improve efficiency and effectiveness.

Tooling and Technology: Identify, implement, and manage tools and technologies that support customer engagement and operational efficiency.

Cross-Functional Collaboration: Work closely with sales, marketing, and product development teams to ensure alignment and address customer needs effectively.

Performance Monitoring: Collaborate on establishing and refining key performance indicators (KPIs) and metrics to track the effectiveness of customer engagement strategies and operations.

Customer Feedback: Monitor and analyze customer feedback and metrics to identify areas for improvement and implement strategies to enhance the overall customer experience.

Reporting: Prepare and present regular reports on customer engagement performance, trends, and improvement initiatives to senior management.

Experience  

Typically brings extensive experience, ideally 8+ years, in SaaS customer operations or a related field

Proven experience in customer operations management, with a track record of driving scalable, operational efficiency and customer satisfaction.

Strong analytical skills and proficiency in data analysis tools.

Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments with clear, succent action plans. 

Demonstrated ability to develop and implement successful strategies in a fast-paced, dynamic environment.

Customer-centric mindset with a passion for delivering exceptional customer experiences.

Project Management: Strong project management skills with the ability to manage multiple initiatives simultaneously in a highly matrixed organization.

Strong proficiency in the DEX (digital employee experience) space. 

Knowledge & Skills

Customer Operations

Customer Engagement Strategies

Process Optimization

Tooling and Technology

Cross-Functional Collaboration

Performance Monitoring

Customer Feedback

Training and Development

Reporting

Data Analysis

Operational Efficiency

Customer Satisfaction

Communication Skills

Interpersonal Skills

Analytical Skills

Strategic Planning

Leadership

Customer Service

Project Management

Job -

Services

Schedule -

Full time

Shift -

No shift premium (United States of America)

Travel -

25%

Relocation -

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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement