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Job Summary
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Job Summary

This leader will play a pivotal role in transforming ATS & CA support operations from reactive issue resolution to proactive, predictive, and outcome-driven customer support. The role is accountable for reducing end-to-end turnaround time for technical escalations, driving closure of aging cases, ensuring effective management of executive and business-critical escalations, and enabling scale through automation, AI, and knowledge-driven capabilities. Success requires strong cross-functional leadership across Customer Support, Product Quality, Engineering, Supply Chain, and Business Units to deliver timely customer outcomes and protect HP's reputation with strategic customers.

Responsibilities

Transformation & Innovation

• Drive transformation of APJ Print support operations through AI, automation, analytics, and knowledge management capabilities to improve support effectiveness, scalability, and customer experience.
• Champion adoption of proactive and predictive support models that prevent customer issues and improve service outcomes.
• Leverage operational insights to identify opportunities to reduce end-to-end technical escalation turnaround time (TAT), eliminate repeat escalations, and improve case resolution effectiveness.
• Lead continuous improvement initiatives focused on reducing aged escalation cases and improving overall customer support performance.
• Drive operational excellence through standardization of processes, governance, and performance metrics across the APJ region.

Leadership & Collaboration

• Lead and develop a highly skilled and geographically distributed team of Advanced Technical Support and Customer Assurance professionals across APJ.
• Foster a culture of customer advocacy, accountability, technical excellence, and continuous improvement.
• Serve as a trusted partner to Customer Support, Sales, Product Quality, Supply Chain, and Business Unit leaders to accelerate customer issue resolution and drive systemic improvements.
• Influence executive stakeholders through data-driven insights and customer-focused recommendations.
• Lead cross-functional engagement during critical customer situations, business escalations, and hot site events to ensure alignment, urgency, and successful customer outcomes.
• Enable strong collaboration across HP organizations to remove barriers, improve operational efficiency, and deliver world-class customer support experiences.

What Success Looks Like

• Reduced End-to-End Technical Escalation TAT across APJ.
• Reduced Aging Escalation Cases.
• World-Class Business Escalation and Hot Site Management.
• Improved Customer Satisfaction and Customer Confidence.
• Faster Resolution of High-Severity and Executive Escalations.
• Increased Adoption of AI, Automation, and Knowledge-Driven Support Capabilities.
• Strong Cross-Functional Collaboration Driving Systemic Issue Elimination.
• A High-Performing Team Culture Built on Accountability, Customer Focus, and Technical Excellence.

Required Qualifications

• 10+ years of experience in Customer Support, Technical Support, Quality, Engineering, or Service Operations
• Proven leadership of multi location, complex, technical organizations.
• Very comfortable and demonstrated experience with direct interaction with HP Sales and Customers, in highly stressful and emotional situations at times.
• Deep experience with advanced technical escalation models and enterprise‑scale support environments
• Strong track record driving cross‑functional transformation
• Experience leveraging data, automation, and AI to improve service quality and efficiency
• Exceptional executive communication and stakeholder influence skills

Preferred Qualifications

• Experience in enterprise hardware, software, or IT services
• Familiarity with AI‑driven diagnostics, self‑healing systems, or telemetry‑based support
• Background in customer assurance, reliability engineering, or service quality transformation
• Experience operating in matrixed, global organizations

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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"