Customer Service ProductProgram Management

Description -

Role Overview

TheServices Program ManagerforHP Indigo Print Americasis accountable for the strategy launch lifecycle management and operational performance of assigned services and solutions across North and South America. This role sits at the intersection of customers services delivery engineering sales and marketing ensuring HP Indigo service offerings deliver measurable customer value while achieving business objectives.

You will lead complex multicountry initiatives that span product introduction service readiness continuous improvement and customer escalation management. Success in this role requires strong product ownership executivelevel customer engagement financial acumen and the ability to lead crossfunctional teams across regions time zones and cultures. Focused on new press installation press relocations and installation auditing/training this role is responsible for driving critical projects for the business to completion.

Key Responsibilities

Program & Services Ownership

• Own the endtoend process of press installations and press relocations tracking them from inception to completion.

• Translate customer needs market feedback and operational insights into clear service requirements roadmaps and improvement initiatives revolving around installations and relocations.

• Define and track service value propositions success metrics and adoption targets across the Americas regarding installations and relocations.

Delivery & Execution

• Lead the delivery of large complex service programs and customer deployments ensuring alignment to scope schedule budget and customer expectations.

• Prioritize and balance multiple concurrent initiatives based on business impact customer urgency and regional priorities.

• Drive operational excellence by identifying process gaps and implementing scalable improvements across services delivery.

• Deliver installation audits providing best practice to the field and documenting procedures for future team members to learn from.

Customer & Stakeholder Engagement

• Serve as a senior HP Indigo representative for strategic customers maintaining trusted relationships and ensuring service outcomes meet production and business goals.

• Lead customer escalations endtoend regarding installations and relocations coordinating crossfunctional teams to resolve issues quickly and prevent recurrence.

• Partner closely with Sales Marketing and Regional Services teams to ensure customer insights are reflected in service design and gotomarket strategies.

Financial & Business Performance

• Collaborate with finance and services leadership to manage P&L performance for assigned service lines including spare parts labor attach rates and case closure efficiency.

• Ensure services meet or exceed profitability cost and efficiency targets while maintaining high customer satisfaction.

• Support business development efforts by identifying expansion upsell and renewal opportunities tied to services performance.

Leadership & CrossFunctional Collaboration

• Lead crossfunctional geographically distributed teams including regional services global operations engineering supply chain and support.

• Establish and track key performance indicators (KPIs) related to service quality customer experience financial health and operational efficiency.

• Influence without authority driving alignment across global and regional stakeholders toward shared outcomes.

Education & Experience

Required

Bachelors degree in Business Administration Engineering Information Systems Computer Science or a related field.

Preferred

• Masters degree (MBA or technical discipline).

• 710 years of experience in product management services management project/program management or global operations

• (or 47 years with an advanced degree).

• Experience supporting complex hardware/software products in a global customerfacing environment.

• Prior experience within HP HP Services or large matrixed organizations is a strong plus.

Preferred Certifications

• Project Management Professional (PMP)

• Agile or Lean/Six Sigma certifications

Core Skills & Expertise

Program & Services Management

• Services Product Management

• Project Management

• Lifecycle & Portfolio Management

• Customer Experience & Value Realization

• Business Operations & Process Improvement

Execution & Methodologies

• Agile and Waterfall project methodologies

• Risk Management & Mitigation

• Change Management

• Systems Development Lifecycle (SDLC)

• Six Sigma / Continuous Improvement

Business & Financial Acumen

• P&L Management

• Budget Planning & Cost Control

• KPI Definition and Performance Reporting

• Business Development & Opportunity Identification

Tools & Digital Fluency

• Project management tools (e.g. Microsoft Project )

• CRM and service management systems

• Datadriven decision making and analytics

Leadership & CrossOrganizational Capabilities

• Customer Centricity

• Executivelevel communication and presentation

• Results orientation with strong accountability

• Learning agility in fastchanging environments

• Ability to influence across regions cultures and functions

Why This Role Matters

This role directly impacts customer satisfaction operational efficiency and revenue growth for HP Indigo Print in the Americas. You will shape how services are experienced by customers how teams operate at scale and how HP Indigo continues to differentiate itself through worldclass service excellence.

The pay range for this role is $105000 to $135000 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
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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Schedule -

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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