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IT Project Manager - Customer Support Digital & Data Transformation

Description -

HP's Enterprise Data and Analytics organization is looking for experienced Project Manager in the field of Customer Support Digital and Data Transformation having unique mastery and recognized authority in relevant subject matter knowledge, including technologies, theories and techniques. The successful candidate will provide innovative solutions and lead large, cross-functional projects that affect long-term goals and objectives as well as will exercise independent judgment, develop strategy and functional direction, and influence senior stakeholders across organizations.

Responsibilities

Partners with Customer Support business and IT leaders to define and execute digital transformation and CS transformation programs aligned with business strategy and customer needs.
Leads large, complex, cross-functional IT programs spanning Customer Support, data, analytics, digital platforms and related technologies, with high business impact, risk and organizational complexity.
Owns the Digital CCC or/and Customer Support Delivery Data Product, driving its strategy, roadmap, governance, evolution and adoption in alignment with Customer Support business priorities and enterprise data standards.
Acts as a data SME for Contact Center or/and Customer Support Delivery capabilities, helping translate CS business requirements and operational needs into data, reporting, analytics and technology solutions.
Applies a deep understanding of remote CS operating models, customer support environments and the challenges of managing distributed support operations.
Leverages strong CS processes knowledge to identify opportunities to simplify, automate and improve Customer Support processes, customer experience and operational efficiency.
Partners with business and technology teams to define requirements, roadmaps, milestones, dependencies and delivery priorities for CS transformation initiatives.
Leads governance across complex programs, including risk and issue management, dependency tracking, executive reporting, operational readiness and transition to sustainable solutions.
Connects business process, data, technology and architecture decisions to ensure that transformation initiatives deliver measurable business outcomes.
Communicates complex topics clearly and influences senior stakeholders to drive decisions, resolve issues and maintain alignment across organizations.
Identifies and drives process, product and service improvements based on business needs, technology trends and Customer Support transformation opportunities.
Develops and applies standards, tools and best practices that strengthen IT project/program management and transformation capabilities.

Education & Experience Recommended

Bachelor's or Master's Degree in Computer Science, Information Technology, Business, Data/Analytics or a related discipline, or equivalent experience.
Ideally 10+ years of experience leading complex IT projects or programs.
Significant experience in Customer Support / Contact Center / Self Help, digital transformation, data/analytics, or related business transformation environments.

Knowledge & Skills

IT project and program management
Digital transformation
Customer Support (CS) transformation programs
Customer Support processes knowledge
Remote CS / distributed Contact Center operations
Contact Center data and analytics
Data product ownership, governance and reporting solutions
Requirements and roadmap management
Process improvement and automation
Risk, issue and dependency management
Stakeholder and executive communication
Systems integration and technology delivery
Operational readiness and change management
Business case and strategic planning

Impact & Scope

Impacts the function and leads complex programs requiring understanding of multiple disciplines across HP. Builds alignment between Customer Support business needs, processes, data and technology, and drives transformation initiatives that improve customer experience, operational effectiveness and business outcomes.

Complexity

Uses broad business and technical expertise to resolve complex issues and drive transformation across multiple organizations. Operates effectively in ambiguous environments, balances competing priorities and influences stakeholders without direct authority.

Job -

Data & Information Technology

Schedule -

Full time

Shift -

No shift premium (Spain)

Travel -

No

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'sEEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"

IT Project Manager - Customer Support Digital & Data Transformation

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