- Leads the planning and management of budget and customer experience targets for customer support operations on CSS services and solution throughout their entire lifecycle, ensuring alignment, seamless end-to-end service delivery, and budget adherence.
- Owns the development of the yearly support budgets, Flash, reporting and insurance that support operations delivers to is financials targets.
- Owns the development of the yearly customer experience support goals and insurance that operation teams deliver to those across all support functions (Customer Care Center/Supply Chain/Field).
- Takes an active part in the Solutions Support Delivery organizations CSS MBR's (Monthly Business Reviews) and QBW (Quarterly Business Working Sessions). Responsibilities include developing the agenda, driving content, and presenting to and managing conversations at the Director and Vice-Presidential level.
- Represents services within the CSS Customer Retention and Quality teams, aligning on business needs and driving product improvements that directly impact support KPI's.
- Conducts thorough business analysis, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance, both financial and experience.
- Collaborates across regions, geographies, and global teams to formulate and implement innovative services, solutions.
- Utilizes both technical and business acumen to lead intricate cross-functional initiatives with significant impact on the services business.
- Ensures delivery teams are provided necessary guidance to drive accountability and successful program execution, ensuring financial and customer experience performance and alignment to business needs.
- Contributes innovative ideas and may lead large cross-functional teams, exercising independent judgment to solve unique and complex problems impacting the business.
- Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.
- Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 10+ years of work experience, preferably in service business management, delivery, data analysis and analytics, or a related field.
- Data Analysis
- Strong working knowledge of Excel
- Business Strategies
- Value Propositions
- Project Management
- Ability to Influence at the Executive Level
- Ability to Communicate at the Executive Level
- Key Performance Indicators (KPIs)
- Product Strategy
- Thought Leadership
- Effective Communication
- Results Orientation
- Learning Agility
- Customer Centricity
- Impacts large functions and leads large, cross-division functional teams or projects.
- Provides highly innovative solutions to complex problems within established policy.
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Category Manager, Consumer Services Support - Boise, United States - HP Development Company, L.P.
Description
Category Manager, Consumer Services Support
Description -
Job Summary
This is an exciting opportunity for a strong Principle looking to grow their skill set, broaden their knowledge of the business, and take a leading role in the new Consumer Services product category.
This position is responsible for leading the strategic planning and management of support delivered by Solutions Support Delivery organization for the CSS (Consumer Services and Solutions) portfolio across their entire lifecycle, aligning them with cost strategies and customer experience expectations. The role focuses on driving support delivery quality (cost and customer experience) to ensure revenue growth and margin contributions from a diverse portfolio of offerings. The key focus is to monitor and drive Solutions Support Delivery organizations operational performance and feedback product improvements opportunities to the CSS quality teams thereby ensuring continuous enhancements to business performance. The role defines and executes the function's vision, fosters customer business transformation, and represents services within the CSS quality team. The role also collaborates globally to develop innovative solutions and leads cross-functional initiatives with a significant impact to business results.
Responsibilities
NA
Knowledge & Skills
•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 -
Services
Schedule -
Full time
Shift -
No shift premium (United States of America)
Travel -
Relocation -
Not Specified
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.
If you'd like more information about HP's EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement
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