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Customer Experience (CX) Program Management Lead / CX Platforms

HP Incorporated

HP’s Customer Experience & Portfolio Strategy (CEPS) group delivers exceptional experiences to consumers and commercial users upon HP personal system products.  We are driving personal computing in new directions with a focus on customers and quality.  Our group enables innovative PC features and service experiences that others have not identified.  We think ahead, inquire, analyze, strategize and make it happen. 

We are currently in search of a Customer Experience Program Manager with experience in deploying pan organizational SW platforms and processes within a large organization.  The right candidate will have led the business implementation and integration of an enterprise cross functional SW platform as well as development of processes to realize the greatest benefit.   This role is not an IT oversight position, rather one that aligns the business requirements with a cross functional solution.  There are several businesses you must coordinate to deliver an end to end view into the customer for multiple HP stakeholders.  This will require you to be relentless and unwilling to accept setbacks while maintaining collaborative working relationships with your key stakeholders.  This role will test your ability to influence and achieve alignment at the highest of levels within HP.

Driving great customer experiences requires asking, listening, learning and analyzing customer feedback to determine which investments will yield the biggest customer wins.  As a Customer Experience Program Manager, you will be building HP’s customer experience engagement platform that enables HP to achieve these objectives.  Each part of HP’s organization will have unique requirements for data, reports and alerts that will help them understand where to prioritize their resources.  You need to lead these groups through the planning, full deployment and lifecycle management of the platform.  You will align teams on product requirements, oversee the program schedule, manage the budget and run oversight on the vendor implementation.  You will alter your time between air traffic control and as the chief pilot for the flight.

We are an equal opportunity employer and value diversity of all kinds at HP. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability.


Responsibilities & Performance Profile
  • Champion the implementation of HP’s customer experience engagement platform across all of HP.
  • Establish the plan and keep it on track.  Maintain the corporate plan and schedule for this initiative across each team.  Prioritize what gets delivered and when.  Communicate expectations so teams understand what they need to do and by when.
  • Maintain the bank.  Manage the program budget as well as hours spent for development and consulting efforts.  Communicate balances and forecast future expenses and efforts.
  • Lead and provides guidance and mentoring to less-experienced staff members
  • Be relentless in your pursuit of success.  This is your chance to put a big stamp on a corporate wide effort.  Own it like it is your business.
  • Squash the status quo.  Look at how things are done today and seek better ways to achieve improved customer outcomes through our CX platform.
  • Practice proactive governance.  You are leading a team of cross functional PM’s.  Don’t wait for them to pull.  Manage meetings and communications on a predictable cadence making sure everyone knows the plan.
  • Influence leaders and peers.  Build momentum by recruiting others to join the cause.  Represent the customer experience as the key to loyalty and continued growth.
  • Do more with less.  Drive standardization and automation to yield expansive, yet consistent, results across the entire personal systems portfolio.
  • Exude empathy for customers.   It is not enough to deliver reports, rather than enabling the customer to be heard in every interaction.  Ensure that insights enable employees to take action that yield the best customer outcomes. 
  • Assume, and partner on, accountability for success.  You will ultimately be measured on the positive outcomes generated across each point in the customer journey. 
  • Be persuasive and rally the crowd.  Be energetic and use data and customer feedback to support your strategic direction.  Achieve alignment with individuals, groups and executives to drive results.
  • Measure and validate investments.  For each deployment determine how to measure customer and financial success to help justify future investments.
  • Be kind.  Work as a partner whom practices high ethical standards.  Be responsible, honest and work with unquestionable integrity.
  • Manage activities of supporting project teams and internal development partners; ensures progress against established plan and makes determinations based on analysis of business information to alter or update schedule and resource allocation to meet product requirements and development schedule.
  • Communicate program progress, escalations, and issue analysis to product stakeholders; collaborates with management and internal manufacturing and development partners to recommend and implement changes to product, processes, or business practices to resolve escalated issues, produce solutions, and ensure adherence to budgets and established product roadmaps and schedules
  • Drive innovation and integration of new technologies and quality initiatives into projects and activities in the manufacturing and/or engineering organization.

Education and Experience Required
  • Bachelor's or Master's degree in Business Management, Engineering, Computer Sciences, or equivalent.
  • PMP/PMI certification preferred.
  • 6-10 year’s Program Management experience.
  • Experience deploying an enterprise grade cross functional platform such as CRM, ERP, CEM or similar. 

Qualifications
  • Referenceable experience serving as the lead program manager over several functional program/project managers.
  • Demonstrated experience developing end user business requirements.
  • Strong people coordination skills at all levels from executive to individual contributors.
  • Exceptional schedule, budget and resource tracking and management experience.
  • Acumen for prioritizing efforts based on business needs, dependencies and financial impacts.
  • Excellent communication and professional relationship building skills across disparate teams.
  • Ability to converse with your audience in marketing, operations and IT speak to drive implementation and enhancements.
  • Authorized to work in the USA without sponsorship.
  • Ability to travel up to 15% on extended trips both domestically and internationally.
  • Extensive experience with using project and program planning tools and software packages to create, manage, and track project results.
  • Excellent analytical and problem-solving skills.
  • Demonstrated business acumen and successful experience managing all aspects of programs, including communicating with stakeholders and directing matrixed teams and resources.
  • Excellent written and verbal communication skills; mastery in English and local language
  • Ability to effectively communicate program plans, proposals, and results, and negotiate options at senior management levels.

Please apply directly via the following link:

https://h30631.www3.hp.com/job/houston/customer-experience-lead-program-manager/3544/9030516

Division: Customer Experience Strategy
US or Canada

Location Information

Houston
TX
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