Diagnostics and Telemetry Program Manager

Key Skills

Aartificial intelligence, Agile methodologies, Analytical and Problem solving, Effective communication skills, IT, Planning and organization, Presentation skills, Program Management, Project management

Job Description

Our history: HP’s commitment to diversity, equity and inclusion – it’s just who we are. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you’re more innovative and that helps grow our bottom line. Come to HP and thrive!

We are 55,000 HP employees, united in creating technology that makes life better for everyone, everywhere. And we fervently believe that one powerful thought has the power to change the world. Interested in joining us? Let’s talk.

About the company:

HP – the company that founded the Silicon Valley is the leading printing and personal systems technology company in the world, and we are in a world where innovation drives extraordinary contributions to humanity. HP’s mission is to create technology that inspires ambitious and meaningful progress. With the heart, creativity, and energy of a startup, and the brain, muscles, and determination of a Fortune 100 corporation, operating in more than 170 countries, we continue to deliver ground-breaking new technologies to build on our 70+ year legacy of innovation. HP’s commitment to diversity, equity, and inclusion – it is just who we are. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We believe that one thoughtful idea has the power to change the world. Come to HP, participate, and thrive!

About the Position:

If you have passion for improving the customer experience while helping HP’s bottom line and having fun along the way, read on! As a member of the Warranty, Quality & Consumer Services (WQCS) organization of Customer Support and Services Delivery (CSSD) you will be contributing to the success of an organization that is responsible for ¾ of CS’s business. This role resides in the Consumer Services and Support Efficiency (CSSE) team which drives support and service efficiency for all of CS, our business units, customers, and support partners around the world. Everything we do is based on five strategic principles: People, Customer Experience, Digital & Strategy, Services Growth and Sustainability.

This Master Level Program Manager role will report to the Director of CSSE. In this cross-functional role you will collaborate with the WQCS staff, and each Customer Support Function globally as you take Device Connectivity, Diagnostic integration and service optimization to the next level.

This position is focused on improving the customer, support agent, and service engineer troubleshooting experience, maximizing repair and service efficiencies and enabling contextual sales at point of support (SPOS) offers. You will be a critical influencer in the definition of the joint CSSD / GBU diagnostic strategy and engagement model. You will drive the definition, prioritization, and delivery of:

• Solutions that improve diagnosis, repair, and parts usage efficiency
• Remote issue resolution capabilities that simplify customer interactions
• Self-help capabilities which minimize or eliminate customer effort
• Influence on-product self-heal capabilities

Expectations:

• Provides unique mastery and recognized authority on predictive and reactive service optimization and diagnostics including technologies, theories, and techniques. Contributes to the development of innovative diagnostic and waste reduction principles and ideas. Successfully operates in HP’s most complex disciplines. Provides highly innovative solutions. Leads large, cross functional teams and leads programs that affect strategic CS goals and objectives. This candidate would also participate in cross-divisional teams. At a Master level, this person will be expected to provide mentoring and guidance to lower-level employees in the organization. Routinely exercise independent judgement and initiative in developing diagnostic / waste reduction methods, techniques, and criteria for achieving objectives. Develop strategy and set functional policy and direction. Act as a functional & strategic manager within CS Diagnostics / Support Delivery Optimization but does not manage other employees as primary job function.

Key Responsibilities:

• Improve Customer Experience and Support resolution outcome through the identification of top diagnose before dispatch, remote resolution, and repair efficiency opportunities.
• Lead Pan-HP initiatives to optimize device instrumentation and telemetry based on CS business case.
• Represents CSSD Diagnostics on product or solution portfolio core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
• Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
• Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and improve diagnostic accuracy and efficiency.
• Provide leadership in the development, and execution of the HP Customer Support Vision – helping customers transform their business and derive measurable business value from their IT investment.
• Utilizes technical and business skills to lead complex cross- functional activities that have a high impact on the services business.
• Provides mentoring and guidance to peers and lower-level employees.
• Use design-thinking approaches to defining solutions.
• Work cross-organizationally to define solution use cases and requirements.

Service Optimization Category Responsibilities:

• Track, analyze and report actual performance of (actual vs budget vs flash).
• Develop and deliver budget performance narratives.
• Identify cost efficiency opportunities, propose, and execute approved plans.
• Drive execution of initiatives and projects aligned with stated strategic business priorities
• Coordinate and facilitate team’s strategic direction definition, documentation, and communication.
• Develop and consolidate business content for business reviews with executives and other stakeholders
• Plan, schedule and manage calendar of business reviews with CS Functions and Category. Support DSDO Managers in the orchestration of reviews

Education and Experience Required:

• Typically, 12+ years to demonstrate mastery of Service Business Management.
• Advanced experience in several of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.
• Proven track record of identifying opportunities for improvement, leading change, and delivering to execution commitments.
• Proven ability to articulate complex matters into clear direction and guidance.

Knowledge and Skills:

• High knowledge of Customer Support and services industry.
• Demonstrated ability to design executive level presentation/communication materials.
• In-depth and broad knowledge of company organization, functions, culture, HP services portfolio, routes to markets, and end to end processes.
• Unique mastery and recognized authority in area of responsibility.
• Solid technical, functional, and business knowledge.
• Highly developed problem-solving abilities.
• Demonstrated ability to lead and inspire teams, develop relationships across organizations and accomplish goals under pressure situations.
• Strong skills in exercising independent judgment.
• Ability to correctly design reports and interpret their output.
• Highly developed project/ program management and change management skills.
• Solid understanding of business planning methods and business acumen.
• Excellent presentation skills.
• Highly developed negotiation/ influencing skills.
• Ability to work in a highly matrixed organization where solution development may be owned outside DSDO.
• Experience leading data-driven, digitally focused efforts.
• Experience in design thinking, Agile, and AI fundamentals.

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts large functions and leads large, cross-division functional teams or projects.

Complexity

• Provides highly innovative solutions to complex problems within established policy.

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.

About HP

You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you. So are we. We love taking on tough challenges, disrupting the status quo, and creating what’s next. We’re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.

HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.