Global Project Manager

Global Project Manager

Description -

At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function, is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences, and perspective they bring. That’s how we work at HP. And this is how ideas and people grow.

As Partner and Footprint Project manager you will be part of the CS (Customer Support & Services) CCC (Customer Care Center) organization. Partner and Footprint management team is managing partner relationships for the network of delivery partners customer care centers over all the Globe. Objectives of the organization are to provide superior customer experience, rapidly adopt digital and automation, drive Services Revenue Growth and Sustainability.

We have the mission to support Delivery partner CCC on 3 pillars:

• Development & Management of CC partners to achieve an streamlined footprint, operational consistency and resilience while improving customer experience.

• Lead partners to propose and adopt the latest technologies to ensure effortless customer experience, simplified agent journey and cost optimization.

• Adopt New workforce models: Crowdsourcing and Working from home enablement for outsource workforce. Define Ops excellence on work from home setup.

Your mission will be to lead innovative and transformational projects which may span across business models, footprint changes and efficiency improvements. You will work with regional and global teams, and external partners, in a highly multicultural and multi-country environment.

Job scope/summary/ mission:

As Project manager will lead projects that apply to different sites in the Worldwide CCC footprint. Type of projects can be transformational, improvement or footprint.

Main tasks / responsibilities:

• Provides direct and ongoing leadership for a team of individual contributors designing and developing and coordinating projects for partner delivery.

• Be able to manage projects that can span across different areas. Including, new business models, partner changes and efficiency improvements.

• Support and engage in the different workstreams of a project: Contact Centers activities, Global Processes, Support infrastructure; combined with tactical execution (program management).

• Communicates project status and escalates issues to direct managers, program managers, and internal and external development partners.

• Manages relationships with outsourced partners, including setting expectations regarding deliverables, service quality, schedules, and costs

• Effective communication and collaboration with team members, outsourced resources, sponsors and partners

• Proactively identifies opportunities for process improvement and cost reductions opportunities.

Key success factors

• Project objectives being achieved: Savings, implementation dates

• Improvement opportunities are identified and implemented in the different steps of the projects.

Job description: -

• Lead projects from design to handover to operations.

• Robust project governance

• Keep stakeholders informed and expectations management.

• Create and deliver solutions in agreement with Market operations.

Technical skills:

• Bachelor's degree in Computer Science, Process Engineering, Business Administration or equivalent diploma or experience

• Familiar with HP Customer Care Center support environment. Good understanding of current setup, Operations and processes.

• Proven ability to work effectively in a multi-cultural, diverse, virtual global team.  Must have strong personal relationship skills.

• Program management expertise, ideally: PMP Certified. COPC certification is a plus

• Vendor Management knowledge

• Proven ability to interact and drive topics to completion in a complex environment.

• Strong ability to collaborate and influence.

• Excellent verbal and written communication skills, including negotiation and influencing skills (Fluent in English is a must)

• Experience in working with Global Teams is a definite plus

ES 11: Sales & Services

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Spain)

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"