Personal Systems & Retail Industry Solutions Category Manager

Our vision is to create technology that makes life better for everyone, everywhere — every person, every organization, and every community around the globe. This motivates us — inspires us — to do what we do. To make what we make. To invent, and to reinvent. To engineer experiences that amaze. We won’t stop pushing ahead, because you won’t stop pushing ahead. You’re reinventing how you work. How you play. How you live. With our technology, you’ll reinvent your world. This is our calling. This is a new HP. Keep reinventing.

In Customer Support, we are accountable to improve the customer experience to be “Enables of growth”. We are adopting LAER (Land, Adopt, Expand, Renew) model from TSIA to drive the business forward in creating stronger relationships with customers. Managing to budget, creating operational efficiencies and creating lasting fun and motivational environment that attracts and retains talent.

Ideal candidate performs as Customer Support PS – RiS Category Manager for the North American market.                                                                                                                                                                                                                    

Key Responsibilities                                                                                            

Drive performance and corrective action plans to meet objectives and goals on operational performance, cost and customer satisfaction.Monitor metrics by Service level by each Area and drive across the regionsDaily operational strategic planning, analysis, collaboration and problem solvingManage relationship with key sponsors and partnersAct as an agent of change by demonstrating enthusiasm and commitment to change processes; manage and execute new initiatives regularly in a positive, constructive manner to ensure acceptance of new ways of doing business. Drive Innovation and instil strategic & creative thinking among the teamCluster management of low hanging fruit to drive improvement(s)Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements to Area Managers and District Leads.Utilizes technical and business skills to lead complex cross- functional activities that drive continuous growth of the services business.Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expertFrequently contributes to the development of new ideas and methods.Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.Acts as an expert providing direction and guidance to process improvements and establishing policies.

Key Competencies / Skills

Subject Matter Expert – work cross-functional with the District Managers in all Areas to drive inner loop and outer loop improvements. Demonstrates an understanding of underlying organizational issues & awareness.

Problem Solving- Ability to work through details of difficult or complex issues of a problem to reach a solution, involving systematic and critical thinking skills.

Strategic thinking & Leadership – Contributes to Area vision and strategy. Can be seen as a role model for Field Delivery. Anticipates and plans for change. Translate strategy into goals, ensuring it is aligned with leadership, employees and stake holders and clearly communicated outwards.

Strategic Planning - Build a roadmap of change, plans to meet budgets and goals, prioritize projects and resources for ensuring customer, employee, sub-contractor success.

Cost management –Determining ways to optimize and eliminate waste without sacrificing customer satisfaction.

Management of Change & Drive results – Be adept at driving the human side of changes from awareness to desire, knowledge, ability and reinforcement of behaviour changes. Consistently achieving results, even under tough circumstances.

Communication – Proactively ensure there is continual, effective two-way communication between leadership, employees, sub-contractors. Actively listen and respond to inputs from all sides. Adapts communication to audience and fosters effective communication with others, developing and delivering multi-mode communications that convey clear understanding of the unique needs of different audiences.

Influence and Accountability – Collaborative and cross functional leadership. Holding self and others accountable to meet commitments. Take a proactive stance on influencing key stakeholders and dependencies. Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.

Analytical – Ability to look at data, visualize and analyze information in detail, see a problem or situation from different points of view, solve complex problems by making decision in the most effective way.

Growth Mindset, Innovation / Creativity: Changing or bringing new value propositions, services and processes; introducing new ideas, workflows, methodologies, to solve problems.

Education and Qualifications                                                              

Bachelor’s degree or equivalent experience, 4-6 years related experience and project or team management experience.           Innovation and CreativityKeen sense of accountability, cross functional skills, interpersonal skills, growth mindset and ability to work with departmental and cross-departmental teamsFamiliarity with Customer Support Operations, ideally with hands-on experience of leading complex change in a services organizationExcel & PowerPoint

Skill & Competencies Needed:

Excel (pivot tables)PowerPointCommunication with inner & outer loop

Activities:

Data AnalyticsRoot Cause Analysis (cadence, tracking, reporting)Action Plan executionDevelop CE/DL training (transaction to contractual trusted advisor)Area PresentationsAll employee meetings/callsArea Ops ReviewsPersonal Systems & Retail Industry Solutions Category presentation review

Category Operations:

North America level communicationsAdvertising our wins/challenges/opportunitiesDistrict Reviews, root cause, insights, opportunitiesReal Time & Accurate ReportingAssist all districts success measure for WO management & MetricsChange Management

Success Measures:

RCA Cadence/Tracking/ReportingData analytics/RCA AnalysesRegion ReviewsCategory Reviews with our sponsorsDevelop necessary Excel and PowerPoint skills“Control Tower” – Assist all districts success measures for WO Management and MetricsChange ManagementKeep timelines – keep org on taskCE training plansReview performance data to measure productivity or goal achievement or to identify areas needing cost reduction or program improvement.Analyse data to inform operational decisions or activities.Recommend organizational process or policy changes.Implement organizational process or policy changes.
 

The base pay range for this role is $95,250 - $135,700 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only).  Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

o            Health insurance

o            Dental insurance

o            Vision insurance

o            Long term/short term disability insurance

o            Employee assistance program

o            Flexible spending account

o            Life insurance

o            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)