Manager for Personal Systems ATS and CA Engineering (NALATAM)

Description -

HP is seeking a Senior Manager of Personal Systems Customer Support Quality Advanced Technical Support and Customer Assurance for the AMS region (NA & LATAM). This leader will drive the operational delivery and continuous improvement of a valuecentered support model that accelerates complex issue resolution improves firsttime fix and recovery effectiveness and proactively protects customer outcomes.

Key Responsibilities for AMS Region:

Customer Support Quality & Assurance

• Define and own the Personal Systems customer assurance strategyfor Customer Support ensuring consistent highconfidence customer outcomes.

• Lead and / or contribute to rootcause analysis and systemic issue elimination across PS products services and support processes.

• Partner with PS BU Quality to drive and improve product and services quality

Advanced Technical Support (ATS)

• Lead AMS Advanced Technical Supportteams responsible for resolving the most complex highseverity customer issues.

• Drive faster timetoresolution through deep technical expertise crossfunctional escalation models and AIassisted diagnostics.

• Partner with Engineering Product and IT to ensure learnings from ATS drive upstream improvements and selfhealing capabilities.

Customer Assurance Management

• Build proactive customer assurance programsthat identify risk prevent repeat incidents and protect critical customer environments.

• Partner with Sales Account Teams and Customer Success to support strategic accounts and help resolve highimpact customer events.

• Ensure seamless handoffs and shared accountability across Support Sales BU and R&D

Transformation & Innovation

• Utilize AI automation telemetry and digital insightsin quality assurance and advanced support workflows.

• Drive experimentation and adoption of new support capabilities that improve scale consistency and customer experience.

• Lead change management and capability uplift across AMS teams.

Leadership & Collaboration

• Lead and develop a highly distributed highly technical teams across several AMS locations and countries.

• Serve as a senior partner to Sales Product Engineering and CSleaders.

• Influence strategy at the executive level with datadriven insights and clear outcome orientation.

What Success Looks Like

• Measurable improvements in customer reliability confidence and satisfaction

• Reduced repeat incidents and escalations through systemic issue elimination

• Faster resolution of complex issues and improved support scalability

• Strong alignment between Support Sales and Product around shared customer outcomes

• A culture of technical excellence accountability and continuous improvement

Required Qualifications

• 10 years of experience in Customer Support Technical Support Quality Engineering or Service Operations

• Proven leadership of multi location complex technical organizations.

• Very comfortable and demonstrated experience with direct interaction with HP Sales and Customers in highly stressful and emotional situations at times.

• Deep experience with advanced technical escalation modelsand enterprisescale support environments

• Strong track record driving crossfunctional transformation

• Experience leveraging data automation and AIto improve service quality and efficiency

• Exceptional executive communication and stakeholder influence skills

Preferred Qualifications

• Experience in enterprise hardware software or IT services

• Familiarity with AIdriven diagnostics selfhealing systems or telemetrybased support

• Background in customer assurance reliability engineering or service quality transformation

• Experience operating in matrixed global organizations

Why This Role Matters

This role is central to HPs ambition to be the most trusted IT partner in the industry. The Senior Manager will shape how HP anticipates customer needs resolves the most complex challenges and delivers consistent highvalue outcomesat scale.

The pay range for this role is$130700to$205200USD 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.

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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 HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal