Customer Service Program Manager
Description -
Job Summary
- This role is responsible for overseeing large customer projects with moderate complexity, localized/sub-regional scope, and high risks. The role coordinates corporate, customer and third-party vendor efforts to plan, sell and implement solutions to customer problems. The role establishes and nurtures client relationships, leads project teams of less than 20 individuals, and analyzes complex business processes. The role also collaborates with cross-functional teams to ensure expectations are well communicated and customer needs are met.
Responsibilities
- Oversees the delivery of large customer projects having moderate complexity, and localized or sub-regional significance, entailing medium to high risks and dealing with legal and commercial matters.
- Collaborates closely with the team for project financials like profit and loss (P&L), consistently meeting or surpassing SOAR approved budgets and delivering dependable financial forecasts to the management.
- Contributes significantly to business development efforts by identifying and nurturing new opportunities within ongoing projects as well as supporting the qualification and assessment of large and moderately complex opportunities.
- Establishes and cultivates client relationships at the middle and upper levels, frequently serving as the organization's representative to external customers and clients.
- Heads the project team, overseeing both internal and external resources with a team size of fewer than 20 individuals, fostering skill development among team members.
- Analyzes complex business and systems processes and synthesizes closed-loop feedback management to address customer issues effectively.
- Collaborates with marketing, sales, and engagement teams to ensure accurate reflection of customers and their needs.
- Identifies tasks and research, determines dependencies, and communicates expectations to team members.
- Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
- Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.
Education & Experience Recommended
- Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 4-7 years of work experience, preferably in project management, HP Services business units, HP global projects, or a related field or an advanced degree with 3-5 years of work experience.
Why HP Australia?
- Australian Market Leader across PC & Print
- A wide and varied product portfolio to market
- Recognised globally as an Employer of Choice and certified as a Great Place to Work 2025
- Cultivates and encourages a diverse and inclusive culture with multiple Business Impact Groups
- Gold Level, Skilled Workplace Accreditation from Mental Health First Aid Australia
- Market Leading Mentoring Program
- Recognised and one of the world’s most sustainable companies
- Wellness Programs
- Flexible work environment
- Supportive team culture
- Also encourage Aboriginal and Torres Strait Islander people looking to start or continue their career in HP.
Thanks for taking the time to review our available position, if you think it is a match for your experience and interests please apply today – we are eager to learn more about you!
Job -
Services
Schedule -
Full time
Shift -
No shift premium (Australia)
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"