EMEA Customer Ops & Programs — Instant Services

Hp Inc; Laza; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

HP, Inc. in Spain seeks a Customer Operations and Program Manager – Instant Services EMEA to lead complex support programs for subscription services like Instant Ink and Instant Paper.

You will own operational readiness, triage, and cross-functional initiatives to improve customer experience and financial performance. The role requires 5+ years in customer care and 3+ years in supply chain or operations, with strong problem-solving and project-management skills.

Formación

• Bachelors degree required.
• 5+ years in Customer Care/Customer Service.
• 3+ years in Supply Chain, Operations or DevOps role.
• 3+ years in project management; PMP certification a plus.
• Experience with services businesses (Managed Services/IT services) preferred.

Responsabilidades

• Manage to closure customer escalations from multiple funnels (Support, CoE, ECR, ATS, HP Store).
• Perform triage, identify defects and gather new requirements in the program lifecycle.
• Analyze escalation data, drive reduction initiatives, present in reviews.
• Collaborate with Customer Support to improve operations while meeting KPIs and budget.
• Develop and manage customer compensation rules across Support and Ops.
• Influence design and rollout of pilots and new product introductions.
• Define operational requirements for new service, budget review, and readiness at launch.
• Consult with country managers and participate in cost reduction programs.

Conocimientos

Program management

Customer service

Supply chain

Project management

Cross-functional collaboration

Analytical thinking

Educación

Bachelors Degree

Herramientas

Jira

Careforce

OnePage

MS Dynamics

Descripción del empleo

HP, Inc. in Spain seeks a Customer Operations and Program Manager – Instant Services EMEA to lead complex support programs for subscription services like Instant Ink and Instant Paper.

You will own operational readiness, triage, and cross-functional initiatives to improve customer experience and financial performance. The role requires 5+ years in customer care and 3+ years in supply chain or operations, with strong problem-solving and project-management skills.