Program Manager - CCC Support Enablement Digital Solutions | HP® Official Site

Program Manager - CCC Support Enablement Digital Solutions

Location(s):
Spring, Texas, United States of America
Fort Collins, Colorado, United States of America|Dalian, Liaoning, China|Boise, Idaho, United States of America|Bangalore, Karnataka, India
Category: Services
Job ID: 3072979
Posted: 5/7/2021 7:00:00 AM

Digital Program Manager role supporting the Customer Care Centers (CCC) deployment of digital initiatives across Customer Support channels.  A successful candidate would have a mastery and recognized authority on digital solutions, customer experience, and relevant subject matter knowledge including technologies, theories and techniques. Contributes to the development of innovative digital customer experience principles and ideas. Successfully operates in the most complex disciplines, in which the company must operate to be successful, and provides highly innovative solutions. Leads large, cross-division functional teams or projects that affect the CCC's long-term goals, objectives, and finances. Provides mentoring and guidance to lower level employees. Routinely exercises independent judgment in developing methods, techniques and criteria for achieving objectives. Develops strategy and influences digital customer experience policy and direction across Customer Support. Acts as a functional manager within area of expertise but does not manage other employees as a primary job function.

Responsibilities:

  • Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
  • Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .
  • Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
  • Ability to lead large, cross- divisional teams or projects. Ability to act as a mentor, guide and leader to other employees.
  • Ability to recommend, develop and participate in developing strategy.
  • Ability to act independently, as part of a team or as a team leader and exercise independent judgment.
  • Ability to articulate clearly, recommend and explain resolutions to external customers/clients.
  • Understand, utilize and share knowledge of ITIL.
  • Represent and lead an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
  • Partners regularly with the Sales Pursuit team.

Education and Experience Required:

  • Advanced University degree: post-graduate degree (i.e., Master of Arts/Science, MBA, etc.). Typically 1-2 year completion beyond first level University degree. or equivalent experience.
  • 7+ years experience in relevant technologies and customer environments.
  • Relevant industry qualification where applicable.

Knowledge and Skills:

  • Excellent verbal and written communication skills in language to be supported.
  • Advanced troubleshooting skills in a technical environment.
  • Excellent analytical and problem solving skills.
  • Advanced Software and hardware knowledge of computing, storage and peripheral devices.
  • Specific knowledge and training with HP products.
  • Advanced proficiency with case management databases and tools.
  • Superior customer service skills.
  • Phone and remote support experience. E-support experience, knowledge and resolution ability.
  • Ability to solve and document solutions for usage of other technicians and customers.
  • Ability train peers and new agents on job related material.
  • Ability to take full ownership for resolution with escalated customers.
  • Ability to initiate and lead technical action plans.
  • Lead or provide expertise to cross-functional teams or projects.
  • Exceptional depth of knowledge on one or more highly complex solutions.

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