Description -

Job Summary

This role is responsible for leading the design, implementation, and governance of customer care and contractual service processes, as well as enabling CCC the successful introduction of service solutions across the lifecycle. The role combines process engineering, operations enablement, and project management to ensure seamless service delivery, operational efficiency, and readiness for new services and solutions. It collaborates globally across Customer Care Centers, GBUs, and other CS functional teams to drive process standardization, automation, and innovation, while supporting New Service Introductions (NSI), remote service capabilities, and business performance. The role analyzes business operations to identify improvement opportunities, drives transformation initiatives, and ensures alignment with service delivery goals and customer expectations. Additionally, the role establishes operational governance, supports service readiness, and may guide less experienced team members.

Responsibilities

• Leads the design, documentation, standardization, and continuous improvement of customer care and contractual service processes across global operations, ensuring consistency and audit compliance. • Drives process reengineering, simplification, and automation initiatives, including identification and deployment of RPA opportunities and workflow improvements within CCC environments. • Manages planning, execution, and governance of New Service Introductions (NSI) and service transition programs for CCC, ensuring delivery within scope, timeline, and cost. • Acts as Subject Matter Expert (SME) for customer care processes and tools, supporting global initiatives, business transitions, and service enablement activities. • Collaborates with stakeholders to design and deploy remote service capabilities and support contractual service growth initiatives. • Analyzes business performance, identifies root causes and improvement opportunities, and translates insights into actionable process enhancements and operational strategies. • Develops and manages project plans, including scope, milestones, risks, dependencies, and resource allocation, ensuring effective stakeholder alignment and communication. • Defines business requirements, creates process maps, and ensures effective integration of tools and systems into optimized workflows. • Establishes and monitors process performance metrics, dashboards, and reporting

frameworks to demonstrate value and drive continuous improvement. • Communicates process changes, leads training initiatives, and ensures readiness of operations for new services, tools, or process deployments. • Builds strong cross-functional relationships and may provide mentoring and guidance to junior team members to strengthen process engineering capabilities.

Education & Experience Recommended

• Four-year Degree in Business Administration, Engineering, Computer Science, or related discipline, or equivalent work experience. • Typically has 5–10 years of experience in customer support operations, business process engineering, project/program management, or service delivery roles. • Experience in process reengineering, customer care operations (CCC), or contractual service management environments. • Experience in managing cross-functional projects or service transitions in global environments.

Preferred Certifications

• Project Management Professional (PMP), Lean Six Sigma, or ITIL certification is preferred but not mandatory.

Knowledge & Skills

• Process Engineering & Business Process Reengineering • Project & Program Management • Data Analysis & Performance Management • Customer Care Operations (CCC) & Service Delivery Models • Automation & RPA Enablement • Business Transformation & Change Management • Stakeholder Management & Cross-Functional Collaboration • Process Mapping & Workflow Optimization • Service Transition & New Service Introduction (NSI) • Continuous Improvement & Operational Excellence • Dashboarding, Reporting & KPI Management • Analytical Thinking & Problem Solving

Cross-Org Skills

• Effective Communication • Results Orientation • Learning Agility

• Digital Fluency • Customer Centricity

Impact & Scope • Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Complexity • Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. 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"