Director, Customer Support Transformation & Design

Director, Customer Support Transformation & Design

Description -

Job Summary

Seeking a visionary Director to lead the transformation of customer support from reactive issue resolution to a proactive and predictive function that delivers personalized experiences that drive quantifiable HP and customer value, solidifying HP’s reputation as a technology leader and helping customers realize value from HP products and services.

This visionary Director must be a blend of business and technology, strategy and change management, with a deep understanding of HP value drivers, how customer’s realize value, and the role AI, data, automation and telemetry play in automating key processes, experiences and augmenting humans in the pursuit of HP business goals and objectives.

Responsibilities

• Program Roadmap, Platform and vendor strategy: Develop the 3-year roadmap, work in conjunction with IT and other stakeholders on platform architecture, vendor selection, integration strategy, and commercial negotiations for AI, data, automation, telemetry solutions.

• Outcome measurement and attribution: Design and operate an attribution and experimentation framework that links digital, AI, data, telemetry automation investment / initiatives to outcome metrics such as customer value, customer retention, customer expansion and reduced cost to retain, grow and support.

• Functional Synergy: Drive service telemetry strategy and enablement in partnership with the PS, Print, HPS, IT and TIO Bus. Fosters a culture of cross-functional collaboration within and across quality projects, sharing best practices and promoting continuous skill development. Manages interactions with esteemed business leaders to address complex issues, represents the organization to both internal and external stakeholders, encompassing all facets of function-specific affairs.

• Operational Excellence: Oversee the day-to-day operations ensuring smooth functions. Drive operational excellence by achieving high conformance to data quality rules, audit mechanisms, and governance structures. 

• Team Leadership: Organize the CS digital and AI transformation team to ensure accountability, eliminate siloed operations, and maintain consistency across stakeholders. Align functional and operational expertise with data and digital enablement teams to develop impactful digital tools for CX, operational cost, and new service opportunities.

​• Drives process improvement and cost-saving initiatives: Identifies opportunities and drives organizational initiatives and programs to support business process improvements and cost reductions.

•Leads talent management and drives performance culture: Performs talent management for direct reports, including hiring, setting and monitoring of annual performance plans, coaching, and career development; drives and fosters organization-wide performance standards, expectations, and practices to support ongoing team member and process development.

• Segment Operations Lead: Orchestrates the planning, design, execution, communication, and delivery of the organization's services segment management undertakings within the stipulated sphere. Discerns the implications of decisions made within the function on a regional scale and drives the formulation of suitable resolutions.

• Strategic Operations and Process Leadership: Leads process improvement and policy development projects, oversees operational success, aligns strategies, integrates activities with major organizational functions, and owns numerous measurable goals.
• Strategic Business Advisory: Serves as a key advisor to executive management in influencing the strategic direction of the business, while also developing organizational policies and authorizing their implementation.

Education & Experience Recommended
• Four-year or Graduate Degree in Business Administration, Finance, Economics, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 15+ years of job-related and/or management experience, preferably in management consulting, corporate strategy, market research, or a related field.

Preferred Certifications
• Project Management Professional (PMP) Certification

Knowledge & Skills
• Agile Methodology
• Business Intelligence
• Computer Science
• Dashboard
• Data Analysis
• Data Management
• Data Modeling
• Data Quality
• Data Science
• Data Visualization
• Data Warehousing
• Extract Transform Load (ETL)
• Machine Learning
• Power BI
• Python (Programming Language)
• R (Programming Language)
• SAS (Software)
• SQL (Programming Language)
• Statistics
• Tableau (Business Intelligence Software)

Cross-Org Skills
• Customer Centricity<