Customer Service Product/Program Management

Customer Service Product/Program Management

Description -

Services Product Manager – HP Indigo Print (Americas)

Role Overview

The Services Product 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.

Key Responsibilities

Product & Services Ownership

• Own the end‑to‑end lifecycle of assigned HP Indigo service offerings, from launch and adoption through optimization and sunset.

• Translate customer needs, market feedback, and operational insights into clear service requirements, roadmaps, and improvement initiatives.

• Define and track service value propositions, success metrics, and adoption targets across the Americas.

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.

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, 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

Product &