Customer Relations Partner Manager

Description -

Job scope/summary:

The CRT Partner Manager is responsible for the supervision of activities and resources needed to support the day-to-day CRT operations in Americas region (AMS). Ensure 100% of accurate & timely complaints logging and right level of service provided to customers through monitoring of partners’ performance: ownership until full resolution, timely handling, driven by superior customer satisfaction, at a reasonable cost.

The Partner Customer Relations Manager is accountable to drive a network of outsourcing Business Partners whose role is to ensure effective and efficient resolution of all customer complaints raised by Consumer and Commercial customers, as well as Channel Partners.

Key responsibilities include:

• Monitor partner operations
• Manage partner performance according to defined Key Performance Indicator
• Drive performance improvement over time
• Optimize resources and costs through thorough planning and forecasting
• Understanding complaint drivers and promoting prevention.
• Coaching Partner for continuous improvement and fair resolutions.
• Control and approve costs of compensation suggested by the partner
• Maintain good knowledge of e2e support processes, ensure teams’ process adherence and consistent quality of complaint management, at right cost.
• Execute data quality checks to ensure consistency and accuracy of reporting, suppliers’ invoices check. Perform KPIs deep dive analysis, address gaps and deviations, plan actions and progress monitoring.
• Collaborating with CS, Store, and Supply Chain to fix systemic issues.
• Optimizing complaint handling models and aligning with CS WW.
• Supporting CS transformation projects to reduce complaint volumes.
• Driving innovation and mentoring others.
• Acting as the internal “voice of the customer.”

Job specifics/responsibilities:

• Management of partners handling all complaints for AMS – English, Spanish and Portuguese speaking customers
• Business partners engagement and drive
• Financial forecasting & tracking
• Control and approval of invoices
• Business planning and resource forecasting
• Act as Agent of Change influencing CS AMS functions to secure complaint prevention activities
• Operations and processes consistencies across regions
• Accelerated resolution of complaints addressed to senior HP Executives
• Deep understanding of operations, ability to explain and anticipate deviations
• Provide meaningful analysis and propose strategic business improvements
• Be quality oriented and critically evaluate the outcome of improvement projects end to end
• Analyze root causes of complaints and interact with CS project managers to drive process corrections
• Manage by influence to implement processes that will reduce incoming volumes of complaints or their cost as well as improve customer satisfaction

Key deliverables/accountabilities:

• Accountable to operate all complaint resolutions in given sub-region (LATAM and NA)
• Complaints cost-to-serve improvement
• Monitoring the performance in line with CS strategic objectives
• Follow key performance indicators and targets to run the business
• Focus on recovering customer loyalty to HP Brand after a poor support experience
• Contribute to the definition and deployment of the CRT strategy
• Help drive Complaints Prevention with the other support entities, call center, ATS, repairs center, Supply Chain, F&C, etc.
• Involvement on CS transformation activities to ensure complaint risks are understood and mitigated
• Partner with other regional Ops manager, Project team, ECR Team to drive best practice sharing and standardization at global level.
• Developing/running weekly/monthly operational reviews within the CRT WW and CS APJ organization
• Forecasting budget needed to execute the complaints
• Reporting and forecasting accurately the spending of the CRT organization
• Quarterly Business Reviews of operational performance and action plan

Working relationships:

Internal

• Other CRT teams, Regional, back-office, Executive escalations, Project and Process teams
• CS Functions in the region (CCC, ATS, F&C…)
• HP Key functions : legal, Finance
• AMS Leadership team, CO
• CRT team members (Internal HP and Partners)

External

• Business partners operating complaint management and CCC activity in the region (CNX, Foundever)
• Local support business partners (bench, ASDP, distributors ….)
• End Customers with complex complaint cases

Education (degree) and professional experience required:

• Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
• This job requires a strong motivation for business analysis and continuous improvement.
• Typically has 4-7 years of job-related experience or 2-4 years of management experience, preferably in telephone support, microcomputer industry, or a related field
• Extensive continuous improvement expertise (LSS knowledge is a plus)
  • Lean Sigma GB Certification
• Customer facing experience
• Operations management acumen
• Experienced in driving a remote diverse team in many countries
• Post-sales support experience
• Printing & computing knowledge in both consumer & commercial segments
• Legal consumer rights knowledge

Other requirements:

• Excellent English language, ability to demonstrate superior verbal and synthetic written communications

Personal skills and qualities:

• Able to summarize complex situations clearly and concisely
• Able to interface with HP Executives (CS & Country GMs)
• Positive, optimistic, and customer-focused
• Action-oriented, demonstrating both reactive agility and proactive initiative
• Leads team performance and drives change effectively
• Service-minded, empathetic, quality-driven, with a strong can-do attitude
• Strong problem-solving, negotiation, and interpersonal skills
• Self-driven and autonomous, with a collaborative and adaptable approach
• Effective communicator across functions, geographies, and cultures
• Detail-oriented with the ability to articulate the strategic context
• Evaluates unique customer scenarios and advises decision-makers sound judgment, urgency, and creativity
• Motivated by business insight and continuous improvement
• Skilled in influencing without direct authority
• Experienced in working with international and remote management
• Resilient under pressure and composed in challenging situations
• Highly organized with strong planning skills
• Diplomatic, assertive, tenacious, flexible, and responsive

Technical skills

• Proficient in MS Office and data/reporting tools(Word, PowerPoint, Outlook. PowerBI. Advanced user of Excel).

The pay range for this role is $105,050 to $161,800 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
• 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Brazil)

Travel -

25%

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"