Description -

Job Summary

The HP on HP Operations role supports end-to-end warranty and post-sales service operations, including operational management, performance reporting, supply chain coordination, customer escalation support, process improvement, partner management, and business analytics. The position drives execution of HP service programs while ensuring operational excellence, customer satisfaction, quality compliance, and continuous process optimization.

This role is responsible for managing a broad range of moderately complex supply chain processes for a large global business unit. The role enhances current business processes and performance metrics by leading regional and global business unit planning teams, and identifies opportunities to streamline and optimize operational processes. The role contributes to special projects and communicates requirements to the global business unit planning teams.

Responsibilities

• Manage day-to-day HP service operations, ensuring execution of repair, refurbishment, warranty, and post-sales support activities.
• Monitor operational performance, service levels, productivity metrics, and customer experience indicators to drive business results.
• Coordinate with cross-functional teams, supply chain partners, repair vendors, and internal stakeholders to ensure seamless service delivery.
• Develop and maintain operational reports, dashboards, and performance analytics to support business decisions and identify improvement opportunities.
• Support customer escalations, root cause analysis, and corrective actions to improve service quality and customer satisfaction.
• Drive process improvement, standardization, and automation initiatives to increase operational efficiency and reduce costs.
• Assist with inventory management, logistics coordination, material planning, and value recovery programs across the service supply chain.
• Ensure compliance with HP operational policies, quality standards, and business controls while supporting continuous operational excellence.
• Participate in business reviews, operational assessments, pilot programs, and strategic initiatives that support HP service transformation objectives.

Education & Experience Recommended

• Prior experience within HP or a comparable service/repair ecosystem (warranty, whole-unit repair, or ITAD operations).
• Lean Six Sigma or continuous-improvement certification.
• Familiarity with service/repair ticketing and ERP platforms (e.g., SAP, Salesforce Service Cloud, or equivalent).
• Experience leading or influencing cross-functional teams without direct authority.

Core Competencies

• Operational rigor and bias for action under time pressure.
• Data-driven decision-making and executive-ready reporting.
• Partner and vendor management with a governance mindset.
• Clear, concise communication across technical and business audiences.
• Financial and business acumen tied to operational outcomes.

Preferred Certifications
• Project Management Professional (PMP) Certification
• Certified Professional In Supply Management (Standards Organizations)

Knowledge & Skills
• Continuous Improvement Process
• Data Analysis
• Enterprise Resource Planning
• Finance
• Inventory Control
• Inventory Management
• Key Performance Indicators (KPIs)
• Lean Manufacturing
• Material Requirements Planning
• Materials Management
• Process Improvement
• Procurement
• Production Planning
• Purchasing
• SAP Applications
• Supply Chain
• Supply Chain Analysis
• Supply Chain Management
• Supply Chain Planning
• Warehousing

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity
• Responds to routine issues within established guidelines.

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.

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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"