Customer Service Product/Program Management

Customer Service Product/Program Management Description - Role Overview The Services Program Manager for HP Indigo Print – Americas is accountable for the strategy, launch, lifecycle management, and operational performance of assigned services and solutions across North and South America. This role sits at the intersection of customers, services delivery, engineering, sales, and marketing, ensuring HP Indigo service offerings deliver measurable customer value while achieving business objectives. You will lead complex, multi‑country initiatives that span product introduction, service readiness, continuous improvement, and customer escalation management. Success in this role requires strong product ownership, executive‑level customer engagement, financial acumen, and the ability to lead cross‑functional teams across regions, time zones, and cultures. Focused on new press installation, press relocations, and installation auditing/training, this role is responsible for driving critical projects for the business to completion. Key Responsibilities Program & Services Ownership * Own the end‑to‑end process of press installations and press relocations tracking them from inception to completion. * Translate customer needs, market feedback, and operational insights into clear service requirements, roadmaps, and improvement initiatives revolving around installations and relocations. * Define and track service value propositions, success metrics, and adoption targets across the Americas regarding installations and relocations. Delivery & Execution * Lead the delivery of large, complex service programs and customer deployments, ensuring alignment to scope, schedule, budget, and customer expectations. * Prioritize and balance multiple concurrent initiatives based on business impact, customer urgency, and regional priorities. * Drive operational excellence by identifying process gaps and implementing scalable improvements across services delivery. * Deliver installation audits, providing best practice to the field and documenting procedures for future team members to learn from. Customer & Stakeholder Engagement * Serve as a senior HP Indigo representative for strategic customers, maintaining trusted relationships and ensuring service outcomes meet production and business goals. * Lead customer escalations end‑to‑end regarding installations and relocations, coordinating cross‑functional teams to resolve issues quickly and prevent recurrence. * Partner closely with Sales, Marketing, and Regional Services teams to ensure customer insights are reflected in service design and go‑to‑market strategies. Financial & Business Performance * Collaborate with finance and services leadership to manage P&L performance for assigned service lines, including spare parts, labor, attach rates, and case closure efficiency. * Ensure services meet or exceed profitability, cost, and efficiency targets while maintaining high customer satisfaction. * Support business development efforts by identifying expansion, upsell, and renewal opportunities tied to services performance. Leadership & Cross‑Functional Collaboration * Lead cross‑functional, geographically distributed teams including regional services, global operations, engineering, supply chain, and support. * Establish and track key performance indicators (KPIs) related to service quality, customer experience, financial health, and operational efficiency. * Influence without authority, driving alignment across global and regional stakeholders toward shared outcomes. Education & Experience Required Bachelor’s degree in Business Administration, Engineering, Information Systems, Computer Science, or a related field. Preferred * Master’s degree (MBA or technical discipline). * 7–10 years of experience in product management, services management, project/program management, or global operations * (or 4–7 years with an advanced degree). * Experience supporting complex hardware/software products in a global, customer‑facing environment. * Prior experience within HP, HP Services, or large matrixed organizations is a strong plus. Preferred Certifications * Project Management Professional (PMP) * Agile or Lean/Six Sigma certifications Core Skills & Expertise Program & Services Management * Services Product Management * Project Management * Lifecycle & Portfolio Management * Customer Experience & Value Realization * Business Operations & Process Improvement Execution & Methodologies * Agile and Waterfall project methodologies * Risk Management & Mitigation * Change Management * Systems Development Lifecycle (SDLC) * Six Sigma / Continuous Improvement Business & Financial Acumen * P&L Management * Budget Planning & Cost Control * KPI Definition and Performance Reporting * Business Development & Opportunity Identification Tools & Digital Fluency * Project management tools (e.g., Microsoft Project, Monday.com) * CRM and service management systems * Data‑driven decision making and analytics Leadership & Cross‑Organizational Capabilities * Customer Centricity * Executive‑level communication and presentation * Results orientation with strong accountability * Learning agility in fast‑changing environments * Ability to influence across regions, cultures, and functions Why This Role Matters This role directly impacts customer satisfaction, operational efficiency, and revenue growth for HP Indigo Print in the Americas. You will shape how services are experienced by customers, how teams operate at scale, and how HP Indigo continues to differentiate itself through world‑class service excellence. The pay range for this role is $105,000 to $135,000 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience. Benefits: HP offers a comprehensive benefits package for this position, including: * Health insurance * Dental insurance * Vision insurance * Long term/short term disability insurance * Employee assistance program * Flexible spending account * Life insurance * Generous time off policies, including; * 4-12 weeks fully paid parental leave based on tenure * 11 paid holidays * Additional flexible paid vacation and sick leave (US benefits overview [https://hpbenefits.ce.alight.com/]) The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. Job - Services Schedule - Full time Shift - No shift premium (United States of America) Travel - Not Specified Relocation - No 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"