Customer Support

2 months ago

Spring, United States HP Development Company, L.P. Full time

Customer Support - Managed Services & D&TO Engagement Lead

Description -

The Customer Support organization is seeking a result-oriented process manager who will be able to define, implement and lead the Process Of Management (PoM) governing the relationship between the Customer Support (CS) organization and the Managed Services (MS) organization on one hand, and between CS and D&TO organization on the other.

In this role, you will report directly to the CS PMO and business planning director and will be responsible for building and maintaining relationships with MS & D&TO organization, ensuring customer satisfaction, operational excellence and financial objectives achievement. Your duties will include managing engagement strategy, tracking metrics, monitoring the budget, and providing regular reporting on performance update to senior executives.

Job specifics/responsibilities:

  • Define and align the organizations on clear roles and responsibilities (RACI) across operations and financials
  • Define and implement the process of management that will govern the relationship between the organizations
  • Define content and calendar of executive management reviews and drive their implementation.
  • Run the PoM execution and ensure follow-up on open actions
  • Lead and coordinate large, cross- functional virtual teams to ensure on-time deliverables
  • Define and Drive recurring process improvement
  • Build effective stakeholder relationships and commitment to ensure shared vision and execution to goals.
Key deliverables/accountabilities:
  • PoM definition and implementation
  • PoM execution
  • Executive reviews management
Working relationships:

Internal:
  • CSSD Support category organization
  • CSSD Field and channel organization
  • CSSD Contact Center Organization
  • CSSD Finance organization
External:
  • MS Support category organization
  • D&TO organization
Experience:
  • 10+ years in complex program/project or process management role.
  • CSSD and Financial background
Qualifications:
  • Advanced team and process management skills (may includes program/project structuring and managing multiple work streams independently)
  • Proven track record of leading complex, cross functional processes or projects
  • Proven ability to articulate complex matters into easy to clarify actions and next steps
  • Seasoned communicator (oral and written). Proven ability to influence without authority. Skillfully collaborates globally and cross-culturally
  • Solid experience in in presenting and delivering key messages to senior management and teams
Technical skills (procedures and documents the employee has to be acquainted with):
  • Process or PM related skills/methods (PMP, L6s would be a good to have)
  • Advanced communication and presentation skills

Education (degree) required:

Master's Degree or equivalent

Job -
Services

Schedule -
Full time

Shift -
No shift premium (United States of America)

Travel -

Relocation -

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.

If you'd like more information about HP's EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement

  • Bilingual Customer Support Associate

    2 weeks ago

    Spring, Texas, United States JOE RAMIREZ-Farmers Insurance Agency Full time

    Job OverviewOur organization is experiencing significant growth, and we are in search of a dedicated individual who is eager to learn and contribute to our team. The role available is part-time. The Bilingual Customer Support Associate will be responsible for exceeding customer service expectations for our existing clients while also assisting potential...

  • Customer Support Representative

    2 weeks ago

    Silver Spring, United States Maverick Marketing Full time

    We are Hiring an Energetic Full-Time Entry-Level Customer Support Representative: Our company is a culture-forward business management firm where we put our team members first. We pride ourselves on our inclusive business model, welcoming professionals from all walks of life. This diversity within our Customer Support Representative team has enriched our...

  • Customer Support Associate

    2 weeks ago

    Silver Spring, Maryland, United States AMC Networks International Full time

    Customer Support AssociateJob OverviewSummary:The main focus of this position is to deliver assistance for our subscription video on demand services and related brands. This role primarily involves addressing customer inquiries to identify the underlying causes of recurring challenges and offering insights and recommendations to enhance the overall Customer...

  • Inside Sales and Customer Support Specialist

    2 weeks ago

    Spring, Texas, United States AlphaGraphics Full time

    AlphaGraphics is a premier provider of printing and marketing solutions, dedicated to delivering outstanding quality and customer satisfaction to businesses. We take pride in our innovative offerings, strong community involvement, and a collaborative work atmosphere. If you have a passion for customer interaction and sales, we are seeking a dynamic and...

  • Inside Sales and Customer Support Specialist

    2 weeks ago

    Spring, Texas, United States AlphaGraphics Full time

    AlphaGraphics is a premier provider of printing and marketing solutions, dedicated to delivering outstanding quality and customer satisfaction to businesses. We take pride in our innovative offerings, strong community involvement, and a collaborative work atmosphere. If you are enthusiastic about customer service and sales, and you seek a role where you can...

  • Customer Support Specialist

    1 week ago

    Silver Spring, Maryland, United States Euronet Worldwide, Inc. Full time

    Position OverviewEuronet Worldwide, Inc. is actively seeking a committed and client-oriented Customer Support Specialist. In this pivotal role, you will be instrumental in delivering outstanding service to our clientele and ensuring their overall satisfaction.Your responsibilities will encompass addressing client inquiries and resolving challenges associated...

  • Customer Support Specialist

    1 week ago

    Silver Spring, Maryland, United States Euronet Worldwide, Inc. Full time

    Position OverviewEuronet Worldwide, Inc. is actively seeking a committed and client-oriented Customer Support Specialist. In this pivotal role, you will be essential in delivering outstanding service to our clientele and ensuring their overall satisfaction.Your responsibilities will include addressing client inquiries and resolving issues related to ATM...

  • Customer Support Specialist

    2 weeks ago

    Spring, Texas, United States Euronet Worldwide, Inc. Full time

    Euronet Worldwide, Inc. is in search of a committed and client-oriented Customer Support Specialist. In this pivotal role, you will be instrumental in delivering outstanding service to our clientele and ensuring their overall satisfaction.Your responsibilities will include addressing client inquiries and resolving issues related to ATM management services....

  • Senior Customer Support Specialist

    2 weeks ago

    Spring Valley, California, United States Otay Water District Full time

    Ideal Candidate Profile Are you someone who excels in customer support and possesses strong analytical abilities? We are looking for a professional who has experience in a billing environment, particularly in managing intricate billing modifications. Key Responsibilities Handle escalated customer service inquiries with composure and professionalism. ...

  • Sales and Customer Support Representative

    1 week ago

    Silver Spring, Maryland, United States Bio Air Systems Full time

    Job OverviewJoin Bio Air Systems Corporation, a reputable company with over 37 years of expertise in providing solutions for Allergy, Asthma, and Mold Relief. We are currently seeking both PART-TIME and FULL-TIME Sales and Customer Support Representatives to enhance our Customer Relations Department.Our ideal candidates will have the opportunity to work in a...

  • Technical Support Technician in Silver Spring

    2 weeks ago

    Silver Spring, Maryland, United States Desktop & Depot Support Full time

    Position OverviewAre you ready to elevate your career in Information Technology? Join us for a conversation to explore if we align with your professional aspirations.Role Summary:Our team at Desktop & Depot Support is seeking dedicated and ambitious individuals to enhance our operations as Desktop Support professionals in Silver Spring. In this position, you...

  • Bilingual Customer Support Specialist

    2 weeks ago

    Silver Spring, Maryland, United States Clark Creative Solutions Full time

    Job OverviewWe are looking for a dedicated and customer-focused Bilingual Call Center Analyst to enhance our operations. In this role, you will be tasked with delivering outstanding customer support and assistance to our clientele. This position is ideal for individuals fluent in both English and Spanish who are passionate about providing exceptional...

  • Bankruptcy Customer Support Specialist

    2 weeks ago

    Weldon Spring, United States GC Services Full time

    OverviewGC Services is looking for a Bankruptcy Customer Support Specialist to become a vital part of our team. In this position, you will serve as the primary contact for our clients, offering assistance, resolving concerns, and ensuring a satisfactory experience. The ideal candidate will possess exceptional communication skills, strong problem-solving...

  • Bilingual Customer Support Specialist

    1 week ago

    Silver Spring, Maryland, United States Clark Creative Solutions Full time

    Job OverviewWe are looking for a dedicated and customer-focused Bilingual Call Center Analyst to enhance our service delivery. In this role, you will provide outstanding support to our clientele, ensuring their needs are met with professionalism and care. This position is ideal for individuals proficient in both English and Spanish who enjoy assisting...

  • Bilingual Customer Support Specialist

    2 weeks ago

    Silver Spring, Maryland, United States TEKsystems Full time

    *REMOTE Customer Support Specialist* Fully Remote but must be local to Fulton, MD area for equipment pick up *Overview:* TEKsystems is seeking candidates for remote positions within a prominent organization in the Healthcare industry. In this role, you will enhance customer satisfaction and loyalty by delivering accurate, consistent, timely, and meaningful...

  • Clean Energy Customer Support Associate

    4 weeks ago

    Silver Spring, United States VP Executives Full time

    Job DescriptionJob DescriptionOur company is a partner of one of the top energy-providing firms in the region! We work with a client whose mission is to provide cost-effective solar energy solutions to the local consumer. Our client uses community solar farms to disperse accessible solar solutions to make the world work better and cleaner. Our goal as a...

  • Clean Energy Customer Support Associate

    2 weeks ago

    Silver Spring, United States VPE Development Full time $42,000 - $52,000

    Job DescriptionJob DescriptionOur company is a partner of one of the top energy-providing firms in the region! We work with a client whose mission is to provide cost-effective solar energy solutions to the local consumer. Our client uses community solar farms to disperse accessible solar solutions to make the world work better and cleaner. Our goal as a...

  • Inside Sales and Customer Support Representative

    2 weeks ago

    Spring Hills, Texas, United States AlphaGraphics - US651 Full time

    Job OverviewAlphaGraphics - US651 is a premier provider of print and marketing solutions, dedicated to delivering outstanding quality and customer satisfaction to businesses. We pride ourselves on our innovative offerings, strong community involvement, and a collaborative work atmosphere. If you are enthusiastic about customer relations and sales, and you...

  • Inside Sales and Customer Support Specialist

    2 weeks ago

    Spring Hills, Texas, United States AlphaGraphics - US651 Full time

    Job OverviewAlphaGraphics - US651 is a premier provider of printing and marketing solutions, dedicated to offering outstanding quality and customer satisfaction. We pride ourselves on our innovative approaches, strong community involvement, and a collaborative work atmosphere. If you are enthusiastic about customer service and sales, and seek a role where...

  • Bilingual Customer Support Specialist

    2 weeks ago

    Silver Spring, Maryland, United States Clark Creative Solutions Full time

    Job OverviewWe are looking for a dedicated and customer-focused Bilingual Call Center Analyst to enhance our operations. This role is ideal for individuals who possess fluency in both English and Spanish and are enthusiastic about delivering top-notch service to clients.Key Responsibilities:- Respond to incoming customer calls, providing assistance in a...