Description -
Job Summary
Manager Customer Assurance Manager
This role is responsible for leading a team dedicated to well-defined, limited-scope activities while ensuring full adherence to organizational policies and procedures. The team to supervise supports managed accounts across the North America region, but also Global accounts focus on HP Personal System products. The position oversees the execution of service segment management programs by setting performance objectives, defining business metrics, driving resource allocation, and ensuring the overall success of projects to resolve post sales issues, quality issues with solutions within the processes and procedures but also sometimes out of the box thinking needs to be applied for resolutions.
A key focus of the role is enhancing the total customer experience for accounts and collaborating closely with sales teams, aligning with what would be the best way to resolve issues with some degree of technical hardware and software knowledge used by HP customers.
The role promotes cross-functional collaboration to support process improvements and is accountable for talent development, including recruitment, coaching, and performance management.
This role requires frequent travel to the USA to visit customers and sales force.
Responsibilities
• Manages a team of 16 individuals, a combination of direct employees and contractors with well-defined, limited scope, overseeing day-to-day activities, with fairness and consistency in a timely manner, ensuring compliance with the organization’s policies and procedures.
Understanding technical terms: hardware and software for Personal system products to support accounts and troubleshoot issues.
• Engages in setting up performance objectives, assembling project teams, resource allocation and ensuring the successful execution of diverse services segment management programs and processes.
• Creates a strong relationship with different parties such as sales, supply chain, service delivery, C1, technical teams to design customs solutions to resolve post sales issues within agreement with the different stakeholders
• Assumes responsibility for ensuring the overall business success of a set of services, solutions, or a specific portion of the portfolio, product family, or functional segment.
• Develops strategies and business plans that align with organizational objectives, focusing on driving profitable growth and enhancing total customer experience (TCE).
• Manages and closely monitors the performance of product and TCE.
• Collaborates with cross-functional teams to identify and implement process improvements within the services route to market, delivery, business operations, and individual and team productivity to enhance overall efficiency.
• Guides the team in defining program objectives and KPIs and setting expectations for implementation across various business groups, fostering creativity and motivation.
• Acts as subject matter expert, identifies opportunities for process improvement and policy development and recommends changes in alignment with business tactics and strategy.
• Performs talent management responsibilities including recruitment, performance management, coaching and career development.
•Analyzes the business, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance.
•Accountable for VIA team results.
Education & Experience Recommended
• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of job-related experience or 3 - 5 years of management experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.
• Strong customer service skills to work with external but also internal customers within HP.
• B1/B2 USA Visa is a plus
Preferred Certifications
• Project Management Professional (PMP)
Knowledge & Skills
• Analytics
• Business Development
• Business Strategies
• Customer Relationship Management
• Data Analysis
• Go-to-Market Strategy
• Key Performance Indicators (KPIs)
• Product Management
• Product Strategy
• Project Management
• Thought Leadership
• Value Propositions
Cross-Org Skills
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking
Impact & Scope
• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.
Complexity
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.
Complexity
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.
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 -
ServicesSchedule -
Full timeShift -
No shift premium (Costa Rica)Travel -
25%Relocation -
NoEqual 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"