Customer Support Data & Digital Transformation PM

HP; Sant Cugat del Vallès; Presencial; EUR 70.000 - 95.000; Jornada completa

Descripción de la vacante

HP's Enterprise Data and Analytics organization is seeking an IT Project Manager to lead Customer Support Digital and Data Transformation programs across functions in Spain. You will influence senior stakeholders across organizations, define roadmaps and ensure delivery aligns with business goals and data standards.

You will partner with CS and IT leaders to drive transformation initiatives, own data products, governance and analytics solutions, and help translate customer support requirements

Formación

• 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.

Responsabilidades

• Partner with Customer Support 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 CS, 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 CS priorities and enterprise data standards.
• Acts as a data SME for Contact Center or/and CS Delivery capabilities, translating CS requirements 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 CS processes knowledge to identify opportunities to simplify, automate and improve CS 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 transformation initiatives deliver measurable business outcomes.
• Communicates complex topics clearly to influence senior stakeholders and drive decisions.
• Identifies and drives process, product and service improvements based on business needs and technology trends.
• Develops and applies standards, tools and best practices that strengthen IT project/program management and transformation capabilities.

Conocimientos

IT project management

Digital transformation

Customer Support transformation

Customer Support processes knowledge

Remote CS / distributed Contact Center

Contact Center data and analytics

Data product ownership

Requirements and roadmap management

Process improvement and automation

Risk, issue and dependency management

Stakeholder communication

Systems integration and technology

Operational readiness and change mgmt

Business case and strategic planning

Educación

Bachelor's or Master's Degree in Computer Science, IT, Business, Data/Analytics or related

Herramientas

CS Platforms

Data governance tools

Descripción del empleo

HP's Enterprise Data and Analytics organization is seeking an IT Project Manager to lead Customer Support Digital and Data Transformation programs across functions in Spain. You will influence senior stakeholders across organizations, define roadmaps and ensure delivery aligns with business goals and data standards.

You will partner with CS and IT leaders to drive transformation initiatives, own data products, governance and analytics solutions, and help translate customer support requirements