Senior Customer Engagement Software Product Manager

Description -

Overview

Customer Engagement is part of the Customer Support & Managed Services (CS&MS) organization in Digital Technology. We deliver best in class user experiences and solutions that enable HP to provide excellent customer service leading to improved customer loyalty, reduced customer effort, and operational efficiencies.

Job Description

You will lead strategic efforts that benefit customers within the Customer Engagement and Customer Relationship Management ecosystem to achieve the desired outcomes through delivery.

This role requires an accomplished professional capable of handling complex initiatives, engaging diverse stakeholders and IT to deliver innovative solutions aligned with our business goals.

You will apply your skills across multiple business functions and regions to ensure requirements are identified, comprehended, and prioritized for forward-looking global solutions.
Your efforts will lead to define/implement/release/deploy new process and capability that support positive and effective customer experiences.
You will establish objectives/scope/approach, investigate and perform high-level design, and manage successful delivery as executed by HP and software vendors.
You will engage with architects, software vendors and/or partners to update or add technology platforms and capabilities to enable HP to meet the strategic intent of customer facing support functions.
You will also be responsible for ensuring information and knowledge transfer to internal teams, enabling deployment and program continuity.

A critical portion of your role includes defining clear roadmaps & plans for your space and communicating plans clearly to management.

Key skills include:

Unique mastery and recognized authority on relevant subject matter knowledge, including technologies, theories, and techniques. Contributes to the development of innovative principles and ideas. Successfully operates in the most complex disciplines, providing highly innovative solutions. Leads or participates in cross-division functional teams or initiatives that affect the organization's long-term goals and objectives. Provides mentoring and guidance. Routinely exercises independent judgment in developing methods, techniques, and criteria for achieving objectives.

Responsibilities:

Contribute towards strategic direction on system, tools, and experience architecture.
Engage with customers to support and manage escalations and onboarding challenges.
Develop and implement strategies to improve customer adoption and onboarding experience.
Leads the definition of the roadmap, with timelines and deliverables to achieve the desired objectives and results
Leads regular interactions with the sponsors to inform, alert, negotiate, and maintain a continuing good relationship and shared vision for the outcomes
Establishes and ensures appropriate governance functions
Directs the creation and maintenance of the required documentation and artifacts
Develops and controls budgets and manages expenditures within agreed spending plans
Leads the development and maintenance of stakeholder mapping, communications, and reporting
Monitors and coordinates dependencies across initiatives and resolves conflicts

Job Requirements

Education

A bachelor’s or master’s degree in computer science, information systems, business administration or a related field, or equivalent work experience

Experience

10 or more years of experience in IT business/industry
5 to 7 years in diverse roles with increasing leadership responsibilities across major projects and programs
Demonstrated experience in leading diverse teams
Demonstrated experience in Direct customer engagement

Knowledge and Skills

Ability to successfully lead in a complex environment and deliver results which meet committed business intent; able to influence without direct authority, able to balance between competing priorities, able to adjust & mitigate in a rapidly changing environment, able to drive team performance to world class. Demonstrates the Lead@HP Leadership Behaviors
Excellent risk management, problem-solving, analytical skills, and the ability to execute within the scope of overall strategies. Strong judgment and decision-making skills.
Excellent verbal and written communication skills, including ability to explain goals and objectives to the business, as well as technical leadership
Influencing and negotiation experience and skills in an environment with high competition for resources
Experience with at least one project/program management methodology, such as Project Management Institute’s (PMI’s) Project Management Body of Knowledge (PMBOK) or Agile
Strong understanding of current and emerging technologies, including Microsoft Dynamics, and how organizations are employing them to drive digital business

Job -

Data & Information Technology

Schedule -

Full time

Shift -

No shift premium (Mexico)

Travel -

25%

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.

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