Senior Director of Digital Technology for Customer Support

Description -

Job Summary:
The Senior Director of Digital Technology for Customer Support is responsible for leading the strategy product direction and transformation of digital technologies that support customer service delivery. This role oversees a portfolio of customer support technologies products and related sub-domains that enable consistent scalable experiences across digital and assisted channels including CCaaS as a key example. Working as part of a broader leadership team this Senior Director is accountable for driving business outcomes through value-stream orchestration close partnership with Customer Support and HPS operations and alignment across product solution architecture and delivery teams. The successful candidate will bring strong technology and product leadership experience demonstrated success leading complex transformation initiatives and the ability to apply industry benchmarks and emerging practices to improve customer experience operational performance and innovation.

Responsibilities:

Strategy and Transformation Leadership: Develop and execute the digital technology strategy for customer support with a focus on business transformation scalability AI enablement and improved customer and agent experiences across digital and assisted channels. Use industry benchmarks and market practices to inform roadmap investment and capability decisions.

Team and Value Stream Leadership: Lead a team responsible for multiple customer support technology products and sub-domains. Provide direction across product management solution management solution architecture and business engagement activities while ensuring alignment to business priorities delivery objectives and value-stream outcomes.

Business Engagement and Demand Management: Partner with business stakeholders to shape demand translate requirements into technology and product priorities and ensure solutions align with operational goals and strategic business needs. Support change management adoption and organizational readiness across customer support environments.

Product and Solution Management: Oversee product and solution management for customer support technologies to deliver modern reliable and efficient experiences. Drive improvements in omnichannel support workflow orchestration self-service capabilities and AI-enabled tools to enhance service effectiveness productivity and customer satisfaction.

Portfolio Performance and Operational Excellence: Manage the customer support technology portfolio with accountability for value realization performance measurement cost management compliance and continuous improvement. Ensure solutions are secure resilient and aligned with organizational standards and business objectives.

Cross-Functional Partnership and Governance: Work closely with platform and horizontal teams including delivery Data & AI operations security UI/UX FinOps change management and governance functions to ensure customer support technologies are effectively designed delivered and operated in alignment with enterprise standards.

Graduate degree in Computer Science Information Technology Business Administration Engineering or a related field required; masters degree or MBA preferred.

Minimum of 10 years of progressive experience in customer support technology contact center operations digital transformation CRM modernization or enterprise customer engagement environments

Hands-on experience with digital support operations omnichannel service models CCaaS and CRM platforms and integration of AI enabled capabilities

Demonstrated success leading large-scale business and technology transformation initiatives across global or multi-site environments including complex programs and cross-functional teams

Experience working with compliance frameworks and managing data privacy and residency requirements in customer-facing operations.

Proven ability to deliver measurable improvements in customer experience operational efficiency user adoption service quality and related business performance indicators

Multilingual capabilities and experience managing international teams an asset

Certification in project management (PMP PRINCE2) Agile or ITIL considered an asset.

Strong knowledge of digital contact center technologies customer support platforms and product-led technology strategies

Experience with CCaaS capabilities including digital routing telephony agent tools virtual assistants workflow orchestration integrations and related platform services

Knowledge of authentication validation self-service and customer interaction technologies

Ability to assess benchmark and implement technologies aligned with industry standards and evolving business requirements

AI CRM and Transformation Experience:

Demonstrated experience implementing AI-enabled tools generative AI use cases workflow orchestration and analytics capabilities in customer service environments

Proven success leading CRM modernization platform transitions phased retirements or large-scale transformation initiatives with strong focus on cost dependencies and compliance

Leadership Communication and Change Management:

Strong stakeholder management and change leadership skills with the ability to support adoption across business operational and technical teams

Excellent communication collaboration and influencing skills with the ability to engage effectively at senior leadership levels

Execution and Performance Management:

Strong analytical and problem-solving skills with the ability to interpret data measure performance and identify improvement opportunities

Ability to manage multiple priorities programs and stakeholders in a complex fast-paced environment

Strategic Leadership & Transformation: Provides visionary leadership and drives transformative execution for large-scale digital technology and business transformation in customer support and contact center environments with clear accountability for value-stream outcomes and orchestration.

Technology Product & Innovation: Deep expertise in CCaaS platforms digital support technologies product and solution leadership AI integration and evaluation of emerging capabilities. Skilled at benchmarking against industry standards shaping roadmaps and guiding innovation in partnership with platform and business teams.

Change Management & Collaboration: Proficient in leading cross-functional teams through complex transitions facilitating training user adoption stakeholder engagement and effective communication with senior leadership.

Project & Program Management: Experienced in managing projects and programs including planning budgeting risk management and resource allocation in dynamic environments.

Compliance & Customer Focus: Knowledgeable of compliance data residency and privacy best practices. Prioritizes customer needs delivers exceptional service and adapts to evolving technologies and market demands.

Impact & Scope:

Impacts multiple functions and may act as a lead to peers on cross-functional project teams working to establish and execute business goals. Complexity

Contributes to the development of company objectives and achieves goals through subordinate high-level individual contributors and managers.

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.

The pay range for this role is$210150to$320250USD 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.

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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