Description -

Customer Care Center Support Readiness

Role Summary

The NPI Readiness Program Manager / Specialist is responsible for coordinating and executing end-to-end support readiness activities for New Product Introductions across Customer Care Centers. The role ensures that support teams, tools, processes, documentation, training readiness, lab/demo units, launch communications, vendor coordination, ODM shipment follow-ups, and warehouse inventory movements are completed before product go-live. This position works closely with product, supply chain, logistics, ODMs, vendor partners, warehouse operations, training, operations, regional support teams, and contact centers to enable smooth product launches and maintain customer experience standards.

Key Responsibilities

Stakeholder Management and Communications

• Drive NPI communications to Customer Care Centers and internal support stakeholders.
• Provide clear launch updates, readiness status, risk summaries, and mitigation plans.
• Prepare periodic readiness newsletters, governance updates, and stakeholder communications.
• Ensure alignment across business units, regional teams, support operations, and contact center partners.

Operational Excellence

• Identify process improvement opportunities to enhance launch readiness, tracking discipline, and operational efficiency.
• Maintain readiness trackers, inventory files, launch documentation, and governance records.
• Support business continuity by ensuring critical NPI activities are tracked, owned, and completed on time.
• Contribute to transformation projects, readiness process alignment, and special initiatives as needed.

NPI Readiness and Launch Coordination

• Lead support readiness activities for new product introductions, software releases, and accessories.
• Coordinate launch milestones and ensure required support readiness activities are completed before training and go-live.
• Ensure readiness of IVR, telephony, forecasting tools, support tools, processes, training materials, and knowledge documentation.
• Participate in worldwide and regional NPI governance forums, launch reviews, and incident response discussions.

Vendor / ODM Management

• Serve as the coordination point between internal support readiness teams, ODMs, vendor partners, supply chain, and logistics teams for NPI unit shipment execution.
• Follow up with ODMs on unit availability, shipment schedules, documentation requirements, dispatch status, and delivery dependencies.
• Track ODM-related shipment risks and escalate delays, shortages, or shipment blockers to the appropriate stakeholders with clear mitigation actions.
• Maintain structured communication and shipment status updates to ensure NPI units reach Customer Care Centers in time for training, lab readiness, and launch milestones.

Warehouse Management

• Manage warehouse inventory coordination for NPI units, ensuring accurate stock visibility and inventory records across supported regions.
• Coordinate inbound and outbound movement of NPI units between ODMs, warehouses, service providers, and Customer Care Centers.
• Work with warehouse operations teams to ensure timely receiving, storage, picking, packing, and dispatch of NPI equipment.
• Monitor inventory levels and proactively identify replenishment, allocation, or movement requirements to support upcoming launches and training activities.
• Reconcile inventory discrepancies, investigate stock variances, and support periodic inventory audits and asset verification activities.
• Coordinate reverse logistics, product returns, end-of-life unit disposition, and scrapping activities where applicable.

Shipment and Logistics Coordination

• Coordinate shipment planning and distribution of NPI units to global support locations.
• Track unit shipments and proactively follow up on delays to protect training and launch timelines.
• Partner with supply chain, logistics, warehouse teams, and regional stakeholders to resolve shipment risks and exceptions.
• Coordinate with warehouse teams for inbound receipt, storage, picking, packing, dispatch, and shipment handoff of NPI units.
• Coordinate directly with ODMs and vendor partners to track NPI unit readiness, shipment status, delivery commitments, and exception closure.

Lab and Asset Management

• Manage NPI lab readiness and unit availability across Customer Care Center sites.
• Identify unit requirements, support demand planning, and coordinate procurement follow-up.
• Maintain accurate lab inventory records and support periodic refresh or scrapping of obsolete lab units.
• Support new site footprint, lab setup, and operational expansion initiatives as required.

Success Measures

• Product launch support readiness completed before key training and go-live milestones.
• NPI units delivered or tracked with clear mitigation plans for any delayed shipments.
• ODM and vendor shipment dependencies tracked with timely follow-up, escalation, and closure.
• Accurate and current lab inventory and shipment tracking data.
• Warehouse inventory accuracy, inbound/outbound movement tracking, and dispatch readiness maintained for NPI units.
• Effective stakeholder communication and timely escalation of risks.
• Consistent governance updates, readiness documentation, and process adherence.
• Continuous improvement in NPI readiness, lab operations, vendor coordination, warehouse management, and launch execution efficiency.

Job -

Schedule -

Shift -

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"