Job Summary
• This role is responsible for providing leadership to a team of individual contributors that owns the delivery of field insights and drive E2E product quality & experience for our home inkjet products across the product lifecycle. The role collaborates with GBU and CS x-functional teams to deliver the KPIs and is the primary interface with the CS organization for field issue escalations. The role is also responsible for people-care management, recruitment, and career development.

Responsibilities

• As customer advocate, responsible to represent the overall state of the customer experience, in-market product quality and timely response to field or customer escalation. Harness different avenues of customer data to provide insights to drive product quality and customer experience.

• Feed forward learnings from field insights into defining the quality and customer experience metrics and set up support infrastructure, agent training etc to ensure timely and quality release of NPI products.

• Ensure processes and infrastructure in place to grow capability for customer insights.

• Drives high level projects to keep customer experience in check, consisting of complex relationship interactions with stakeholders within the organization and direct exposure to senior management.

• Manages escalations of customer issues and leads a team to ensure resolution of the issues at a system level.

• Engages with program managers, account leaders, technical leaders, and executives to communicate program status, escalate issues, and guide and influence strategic decision-making.

• Manages headcount, deliverables, schedules, and costs for multiple ongoing initiatives, ensuring that resources are appropriately allocated, and that goals, objectives, timelines, and budgets are met in accordance with program and organizational roadmaps.

• Takes ownership of complex problems, provides support to the team in performing analysis, isolates problems and deliver solutions with a high level of customer satisfaction.

• Lead quality strategy that identifies opportunities for improvements in product quality, customer experience programs, continuously iterates and improves upon it, and leads a team to deliver on executing against the strategy.

• Provides people-care 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.

Education & Experience Recommended

• Four-year or Graduate Degree in Materials/Physics/Chemistry/ Engineering, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 7-10 years of job-related experience with 1-3 years of management experience, preferably in Quality Engineering, Customer Success or a related field.

• Excellent problem solving and analytical skills.

• Strong leadership and communication skills

• Understanding of product hardware and solutions

• Ability to translate insights into actionable decisions and influence Internal and External partners on resolution of issues and improvement projects.

• Knowledge of Customer Support Processes including NPI setup and IB field response monitoring of customer insights

• Strong program management skills with experience working through product lifecycle from NPI to Product Obsolescence

• Demonstrate business knowledge and acumen.

Preferred Certifications
• Project Management Professional (PMP)

• Agile Fundamentals

Cross-Org Skills
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope
• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

Complexity
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.