Description -

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, operational decision-making must shift from reactive reporting to proactive, insight-driven action — identifying top issue drivers earlier, surfacing risks for strategic accounts before they escalate, and enabling leaders to act on data rather than intuition.

We are looking for an ATS Operational Insights & Transformation Lead to own this shift. The mission of this role is to turn ATS operational data into a strategic advantage — building the insights, frameworks, and AI-enabled capabilities that drive measurable improvement in issue resolution, cost efficiency, and service quality across regions and product lines.

The ideal candidate blends business insight, AI fluency, and program management with the ability to communicate clearly at all levels. Experience building or prototyping dashboards, analytical models, or data products is highly preferred.

Role Title: ATS Operational Insights & Transformation Lead

Location: Bangalore, India

Organization: ATS Strategy & Operations

Reports To: Senior Manager, ATS Strategy & Operations

Key Responsibilities

1. ATS Issue Insights & Proactive Risk Detection

• Derive actionable insights from top ATS issues — including elevation patterns, repeat drivers, strategic account risk signals, and emerging trends — to enable proactive decision-making before issues escalate.
• Establish performance baselines, translate issue insights into proactive actions tied to ATS success measures, and quantify the impact of improvements to ensure data-backed ROI and business case credibility.
• Define and build analytics and measurement frameworks that demonstrate ATS service value, including managed account impact, cost avoidance, and revenue enablement metrics.

2. Process, Tool & Data Optimization

• Identify gaps and inefficiencies across process-to-tool-to-data flows, and redesign operational workflows to embed analytics and AI natively — rather than layering tools onto existing inefficiencies.
• Prototype and validate analytical models, dashboards, automated alerts, or operational data products independently — especially when centralized resources are constrained or timelines are tight.
• Build self-serve analytics and reporting capabilities that reduce dependency on centralized teams and enable ATS leaders to access insights directly.

3. AI-Enabled Workflow Improvement

• Systematically evaluate where AI, automation, and advanced analytics can improve ATS workflows — developing use cases such as issue clustering, workflow triage recommendations, automated risk signals, and AI-assisted summaries — and build a repeatable framework for prioritizing and deploying them at scale.
• Partner with reporting, IT, automation, and data teams to design experiments, validate AI use cases, and move high-value solutions from concept to measurable implementation.

4. Cross-Functional Leadership & Business Storytelling

• Partner with ATS regional leaders, IT, reporting, and product stakeholders as a trusted advisor — making independent, data-driven recommendations and driving alignment across functions.

Convert complex operational data into clear business narratives, recommendations, and decision points for senior leaders.

Preferred Qualifications

Experience

• Bachelor's or Master's degree in business, analytics, data science, engineering, or a related field.
• 8+ years of experience in operations analytics, business insights, AI-enabled transformation, program management, or related fields.
• Proven track record of using data and operational insights to identify root causes, drive measurable improvements, and build practical solutions — such as dashboards, analytical models, automated alerts, or AI-enabled use cases — in partnership with IT or independently.
• Experience working across business, IT, reporting, and operations teams in a global or matrixed environment, including driving change management and stakeholder adoption.
• Experience in enterprise services, customer support, technical support, or account operations is preferred.

Knowledge & Skills

• Strong ability to connect business processes, tools, data flows, and operational outcomes.
• Strong analytical problem-solving skills with ability to identify patterns, root causes, risks, and optimization opportunities.
• Working knowledge of AI, GenAI, and automation use cases in operational environments.
• Ability to define metrics, establish baselines, and evaluate ROI — grounding recommendations in evidence, not intuition.
• Strong communication and program management skills with 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, business intelligence, SQL, analytical model building, automated alerts, or operational data products is highly preferred. Familiarity with Python, data pipelines, ETL, cloud platforms, statistical analysis, or machine learning is an added advantage.

This role is suited for a builder who combines operational rigor with AI fluency and pragmatic problem-solving. The focus is not analytics for its own sake, but durable operational improvements, scalable frameworks, and the ability to turn ATS data into a strategic advantage.

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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"