NA Customer Care Center Project Manager
HP
Heredia, Heredia, Costa Rica
hace 20 horas

Description NA Customer Care Center Project Manager

HP is the leading printing and personal systems technology company in the world, and we are here to create technology that makes life better for everyone, everywhere.

Our technology and services help people and companies address their problems and challenges, and realize their possibilities, aspirations and dreams.

We apply new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers live and work.

We are looking for visionaries, like you, who are ready to make a purposeful impact on the way the world works.

The NA Customer Care Center works hard at delivering an effortless customer support experience that is second to none. We're here for our customers.

Putting them first and foremost. We don't exist without them. Customers drives our business and we are committed to make them HP fans!

This fast-paced role will plan and execute a wide variety of projects, initiated by Customer Care Center leadership, with a North America scope, aimed at improving process & tool capabilities, agent experience and / or customer experience in primarily the Consumer / Home User space.

The successful candidate will be expected to apply advanced subject matter knowledge to solve complex business issues and be regarded as a subject matter expert.

Frequently contribute to the development of new ideas and methods. Work on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Lead and / or provide expertise to functional project teams and may participate in cross-functional initiatives. Act as an expert providing direction and guidance to process improvements and establishing policies.

Frequently represent the organization both internally and externally. Exercise significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.

Responsibilities

  • Manage customer experience improvement projects of varying complexity; projects may be initiated by CS Customer Care Center leadership at either the local market or worldwide level, or may be initiated by the PM themselves.
  • Manage project financials including business impact.
  • Meet or exceeds approved project budgets.
  • Provides reliable financial forecasts to Management.
  • Manage stakeholder relationships.
  • Manage a cross-functional project team
  • Work closely with the NA Consumer Customer Care Center Operations leadership. Dotted-line reporting relationship.
  • Instrumental for ensuring a world-class customer support experience, as measured by sNPS.
  • Work directly with both internal organizations and outsourced partners. Identify and maintain regular communication with key individual contributors in Operations who are responsible for customer experience analysis or customer experience / process improvement initiatives
  • Be knowledgeable in Customer Care Center processes, including the assisted support survey process.
  • Education and Experience Required

  • Bachelor's Degree or equivalent experience required.
  • Ideally 7+ years cross-functional experience in Service Industry, preferably in a highly-related field
  • Fluency in English (written and verbal)
  • In depth knowledge and experience in training management
  • Broad knowledge and understanding of customer support industry and future trends
  • Knowledge and Skills

  • PMP Certification required
  • Ability to speak with authority to most layers of depth related to project management methods
  • Strong analytical and problem-solving skills
  • Strong verbal and written communication skills, including negotiation, presentation, and influence skills
  • Strong multi-tasking and prioritization skills
  • Good understanding of HP’s policies and processes
  • Leadership skills, proactive approach, ability to work with a minimum of direct supervision or guidance from others
  • Demonstrated ability to work with and lead remote and virtual teams
  • The estimated range of compensation for this job at the time of this posting is $72,500 $105,000. This position may be eligible for incentive pay.

    HP offers a comprehensive benefits package, including :

  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • 401(k) matching
  • Vision insurance
  • About HP

    You’re out to reimagine and reinvent what’s possible in your career as well as the world around you.

    Soare we. We love taking on tough challenges, disrupting the status quo,and creating what’s next. We’re in search of talented people who areinspired by big challenges, driven to learn and grow, and dedicated tomaking a meaningful difference.

    HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

    Our history : HP’s commitment to diversity, equity and inclusion it's just who we are.

    From the boardroom to factory floor, we create a culture where everyone isrespected and where people can be themselves, while being a part ofsomething bigger than themselves.

    We celebrate the notion that you canbelong at HP and bring your authentic self to work each and every day.When you do that, you’re more innovative and that helps grow our bottomline. Come to HP and thrive!

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