Description -

Job Summary

HP's Advanced Technical Support (ATS) organization delivers high-complexity technical resolution services across Print, Personal Systems, and Hybrid product lines globally. As ATS scales and transforms, the way the function runs — its processes, governance, and operating rhythm — must evolve from manually maintained and reactive to standardized, AI-enabled, and outcome-driven.

We are looking for a Business Excellence Manager to support that shift within ATS Strategy & Operations. The mission of this role is to design and continuously improve the end-to-end processes of the function driving measurable efficiency in turnaround time, effort, and hand-offs — and to help the organization's AI and automation initiatives move from pilot to broader, well-governed adoption across regions and product lines.

The role looks to AI and automation as a natural part of how work is analyzed, standardized, and delivered. It also helps initiatives navigate the practical steps of enterprise adoption- reviews and approvals, platform decisions, enablement, and measuring the benefit delivered so that pilots progress steadily toward scaled use.

The ideal candidate blends process-engineering rigor, AI fluency, and program management with the ability to communicate clearly at all levels and drive change adoption across a global, matrixed organization.

Responsibilities

1. Process Efficiency, Engineering & Standardization

• Map, standardize, and re-engineer end-to-end case, elevation, and quality processes across ATS functions; define RACI, ownership, and handover criteria across ATS, Quality Program Management, Contact Center, Field, and Global Business functions.
• Drive measurable process efficiency reducing turnaround time, manual effort, duplication, and hand-offs and quantify the gains in time, cost, and quality as part of every improvement.
• Resolve process grey areas and inefficiencies across process-to-tool-to-data flows, embedding governance and clear rules into the tools rather than layering fixes onto existing gaps.
• Standardize processes, definitions, and performance metrics across AMS, EMEA, and APJ and across Print, PS, and Hybrid.

2. Business & Process Excellence

• Establish performance baselines and success measures for ATS processes and programs; translate insights into proactive corrective action across process, architecture, communication, and tooling.
• Identify where AI and automation can reduce manual operational effort - assessment, analysis, reporting, content generation, intake and routing and build the case, scope, and rollout plan for each opportunity.
• Partner with solution owners and technical teams to progress AI and automation initiatives from pilot toward scaled use, supporting the readiness path of architecture, privacy, cybersecurity and compliance reviews, platform decisions, documentation, and UAT.
• Quantify the impact of process improvements and AI deployments to ensure data-backed ROI and business-case credibility, and track benefit realization after go-live.

3. Program, Portfolio & Change Management

• Run strategic programs for the organization — project definition, gate assurance, portfolio scorecards, frameworks, and templates — managing risks, dependencies, and milestones across regions and business units.
• Manage the lifecycle of transformation programs from problem framing and business case through delivery and benefit realization.
• Lead Management of Change (MOC) and communications for process, tooling, and AI transitions — stakeholder alignment, training coordination, readiness, and adoption tracking.

4. Cross-Functional Leadership & Business Storytelling

• Partner with ATS regional leaders, IT, cybersecurity, privacy, reporting, and product stakeholders as a trusted advisor — making independent, data-driven recommendations and driving alignment across functions.
• Convert complex operational and process data into clear business narratives, recommendations, and decision points, and produce executive-ready reporting for senior leadership.

Education & Experience Recommended

• Four-year or Graduate Degree in Business Administration, Engineering, or a related discipline, or commensurate work experience or demonstrated competence.
• Typically 7–10 years of work experience, preferably in program/PMO management, process engineering, service business management, delivery, solution architecting, business planning, or a related field.
• Experience taking digital, automation, or AI initiatives from pilot through enterprise approval and scaled rollout is highly preferred.

Knowledge & Skills

• Excellent process-management and process-engineering skills — process mapping, RACI, standardization, and continuous improvement across multiple processes simultaneously.
• Strong ability to connect business processes, tools, data flows, and operational outcomes into a single standard.
• Working knowledge of AI and automation use cases in operational environments, and the ability to scope, sequence, and govern AI initiatives including compliance, privacy, and security review paths.
• Ability to define metrics, establish baselines, and evaluate ROI — grounding recommendations in evidence, not intuition.
• Strong communication and program-management skills, with the ability to drive initiatives from ambiguity to execution, translate complex data into executive-ready insights, and influence cross-functional stakeholders without direct authority.
• Hands-on experience with Power BI, Power Automate, Copilot/agent tooling, business intelligence, or operational data products is highly preferred.

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"