Description -
HP is seeking a Senior Manager of Personal Systems Customer Support Quality, Advanced Technical Support, and Customer Assurance for the AMS region (NA & LATAM). This leader will drive the operational delivery and continuous improvement of a value‑centered support model that accelerates complex issue resolution, improves first‑time fix and recovery effectiveness, and proactively protects customer outcomes.
This role operates at the intersection of advanced technical expertise, quality engineering, customer assurance, and AI‑enabled support operations, with significant direct engagement with HP Sales teams and key customers. The Senior Manager will play a pivotal role in evolving Customer Support from reactive issue resolution toward proactive, predictive, and outcome‑driven service delivery, leveraging data, insights, and automation to improve both customer experience and cost efficiency.
Key Responsibilities for AMS Region:
Customer Support Quality & Assurance
Define and own the Personal Systems customer assurance strategy for Customer Support, ensuring consistent, high‑confidence customer outcomes.
Lead and / or contribute to root‑cause analysis and systemic issue elimination across PS products, services, and support processes.
Partner with PS BU Quality to drive and improve product and services quality
Advanced Technical Support (ATS)
Lead AMS Advanced Technical Support teams responsible for resolving the most complex, high‑severity customer issues.
Drive faster time‑to‑resolution through deep technical expertise, cross‑functional escalation models, and AI‑assisted diagnostics.
Partner with Engineering, Product, and IT to ensure learnings from ATS drive upstream improvements and self‑healing capabilities.
Customer Assurance Management
Build proactive customer assurance programs that identify risk, prevent repeat incidents, and protect critical customer environments.
Partner with Sales, Account Teams, and Customer Success to support strategic accounts and help resolve high‑impact customer events.
Ensure seamless handoffs and shared accountability across Support, Sales, BU and R&D
Transformation & Innovation
Utilize AI, automation, telemetry, and digital insights in quality, assurance, and advanced support workflows.
Drive experimentation and adoption of new support capabilities that improve scale, consistency, and customer experience.
Lead change management and capability uplift across AMS teams.
Leadership & Collaboration
Lead and develop a highly distributed, highly technical teams across several AMS locations and countries.
Serve as a senior partner to Sales, Product, Engineering, and CS leaders.
Influence strategy at the executive level with data‑driven insights and clear outcome orientation.
What Success Looks Like
Measurable improvements in customer reliability, confidence, and satisfaction
Reduced repeat incidents and escalations through systemic issue elimination
Faster resolution of complex issues and improved support scalability
Strong alignment between Support, Sales, and Product around shared customer outcomes
A culture of technical excellence, accountability, and continuous improvement
Required Qualifications
10+ years of experience in Customer Support, Technical Support, Quality, Engineering, or Service Operations
Proven leadership of multi location, complex, technical organizations.
Very comfortable and demonstrated experience with direct interaction with HP Sales and Customers, in highly stressful and emotional situations at times.
Deep experience with advanced technical escalation models and enterprise‑scale support environments
Strong track record driving cross‑functional transformation
Experience leveraging data, automation, and AI to improve service quality and efficiency
Exceptional executive communication and stakeholder influence skills
Preferred Qualifications
Experience in enterprise hardware, software, or IT services
Familiarity with AI‑driven diagnostics, self‑healing systems, or telemetry‑based support
Background in customer assurance, reliability engineering, or service quality transformation
Experience operating in matrixed, global organizations
Why This Role Matters
This role is central to HP’s ambition to be the most trusted IT partner in the industry. The Senior Manager will shape how HP anticipates customer needs, resolves the most complex challenges, and delivers consistent, high‑value outcomes—at scale.
The pay range for this role is $130,700 to $205,200 USD 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.
Benefits:
HP offers a comprehensive benefits package for this position, including:
Health insurance
Dental insurance
Vision insurance
Long term/short term disability insurance
Employee assistance program
Flexible spending account
Life insurance
Generous time off policies, including;
4-12 weeks fully paid parental leave based on tenure
11 paid holidays
Additional flexible paid vacation and sick leave (US benefits overview)
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
Job -
ServicesSchedule -
Full timeShift -
No shift premium (United States of America)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"