Americas Customer Operations Team Lead

Americas Customer Operations Team Lead

Description -

About the Organization

The HP Industrial Print Division is a growing business unit that provides world-class digital printing solutions. Within this Organization, our Americas Sales Operations team is driving operational excellence while also achieving positive customer experience by working collaboratively with the Sales Organization, Business Management, Services, and many other key stakeholders to act as the backbone of our business activities.

Sales Operations is currently driving a multiyear transformation program to enable significant business growth, by making break through changes to our work processes and tools that support our end-to-end sales operations activities, meanwhile increasing our customer satisfaction.

About the Role

The Customer Operations Team Lead is a primary focal point, Subject Matter Expert and coordinator of activities within the Americas Billing Operations and Customer Enablement teams, supporting the regional Sales Operations leaders and corresponding employees in achieving day-to-day operational activities. This role requires excellent organizational skills, customer orientation, and operational excellence to help Industrial Print businesses achieve their targets. This position will also execute according to organizational strategic objectives, acting as an expert providing direction and guidance for process improvements and establishing policies. Additionally, this role helps management build and drive a high-performance team that can optimize, scale, and grow the business.

This position exercises significant independent judgment within broadly defined policies and practices to determine the best method for accomplishing work and achieving goals. The Team Lead may provide mentoring and guidance to lower-level employees. The role demonstrates a clear understanding of change management and works in an agile manner to deliver fast returns, while using effective communication across regional and worldwide teams to create synergies and alignment

Responsibilities

• Acts as focal point for multiple complex operational processes throughout the entire execution of database setting to billing cycles, consistently measuring, reviewing, and analyzing their efficiency and effectiveness to drive continuous improvement.

• Develops and implements strategic plans for optimizing and aligning revenue, billing and collection processes with the organization's long-term goals and objectives.

• Monitors critical operational and auditing processes, ensuring efficiency, performance targets achievement, and adaptability to changing business needs.

• Utilizes advanced data analysis techniques to gain deep insights into billing process performance, enabling data-driven decision-making.

• Collaborates closely with leadership levels, Finance, Sales, Service, Supplies and other cross-functional teams, and external partners to ensure processes support the overall business strategy and objectives.

• Develops comprehensive risk management strategies, including risk assessments, mitigation plans, and contingency measures, to minimize disruptions to operations.

• Sets high standards for quality assurance by implementing robust quality control measures, and ensuring processes consistently meet or exceed performance standards.

• Generates detailed reports and presents complex data to managers of different businesses, conveying actionable insights and recommendations effectively.

• Addresses complex operational challenges and escalations promptly, leveraging extensive experience and expertise.

• Specific Functions & Tasks including (but not limited to):

  • QAD System updates as per contract lifecycle evolution

  • Install Base Administration

  • Contracts Administration

  • Processing of Invoices/Debits/Credits

  • Supplies Administration & Function specific to the Indigo Click Business Model

• Ensures all processes comply with HP guidelines including records management and customer confidential information.

• Could act as team mentor of operational process professionals, fostering their growth, development, and performance excellence.

Education and Experience Required

• First-level university degree or equivalent experience; may have advanced university degree.

• Typically 4-8 years of related experience, preferably in sales operations, customer experience, finance, contract management or similar.

• Typically 2-4 years of experience supporting global/regional accounts or large, complex domestic accounts.

• Project management experience preferred.

Knowledge and Skills

• Excellent communication skills (e.g. written, verbal, presentation); mastery in English and local language as well as other languages as required.

• Excellent Leadership, negotiation and influencing skills.

• In-depth understanding of core HP businesses and the revenue cycle.

• Proficient in Microsoft 365: demonstrating strong command of tools like Outlook, Teams, Excel, Word, PowerPoint, SharePoint, and OneDrive. Additional tools like QAD, MS Dynamics, ServiceNow and SAP/S4 preferred.

• Strong project management, problem solving, and analytical skills.

• Strong ability to collaborate and network with other groups and functions to reach business objectives, in support of the customer/partner requirements.

• Strong ability to establish and maintain strong relationships with external customers/partners up to the Director level.

• Solid financial and business acumen.

• Proven ability to identify and implement customer-specific process improvements.

Job -

Sales Operations

Schedule -

Full time

Shift -

No shift premium (Mexico)

Travel -

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.

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"