Sr SaaS Strategy & Operations Manager

Description -

About the Company

• HP – the company that founded the “Silicon Valley” 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.  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. 

• HP’s vision and promise are to engineer experiences that amaze our customers.  With the heart, creativity, and energy of a startup, and the brain, muscles, and determination of a Fortune 100 corporation, operating in more than 170 countries, we continue to deliver ground-breaking new technologies to build on our 70+ year legacy of innovation.  

• 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 is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work every day. When you do that, you’re more innovative and that helps grow our bottom line. Come to HP and thrive! 

About the Position

• Workforce Solutions (WS) is a new global business unit that brings together all commercial services teams across HP under one leader with a goal of providing a comprehensive portfolio of compelling services and solutions to our enterprise, mid-market, and even, in partnership with our strategic channel partners, to the SMB segment. Our goal is to enable CIOs to optimize the IT experience of their workforce while balancing other business pressures of affordability and risk. HP’s core strengths in personal systems and computing, printing and document workflows, and advanced collaboration solutions provide the foundation from which we will expand our services portfolio. Our passion for our customer and our employees will be our differentiation.  

• We have organized the P&L across three Service Lines, each representing a critical portfolio and business model.  Lifecycle Services represents our core device-centric services.  Managed Solutions represents our growing portfolio in integrated solutions and managed services that bring together hardware, software, HP and third-party capabilities. Our final strategic Service Line is focused on our rapidly growing Software / Digital Services portfolio.  

• This newly founded division brings together software products and platforms from across HP, including our robust Print, Document and Workflow Management suite, our flagship Workforce Experience platform, and our overall HP Workplace Central platform which brings the entire software portfolio of HP (and key partners) together under a cloud-native, AI-driven Employee Experience platform. 

• We are seeking a highly motivated and experienced Sr SaaS Strategy & Operations Manager to join our team. In this pivotal role, you will be responsible for optimizing our sales, marketing, and customer success operations to drive sustainable growth. You will leverage your analytical skills and deep understanding of CRM systems to streamline our go-to-market strategies, enhance customer engagement, and improve revenue cycles and net retention of our customer base.

Job Summary
• This role is responsible for managing a diverse team that supports large and complex business units or service segments, as well as evaluating, and managing key business metrics related to both products and services. The role advises senior management on organizational policies, goals, and strategic plans, and collaborates with leadership to analyze financial results and optimize opportunities. The role oversees the performance of significant service products, offers recovery plans for exceptional issues, and ensures strategic alignment to generate sustainable and profitable growth.

Key Responsibilities

• Systems Implementation: Lead the implementation of SaaS solutions and ensure seamless integration with existing systems and processes.

• SaaS Transformation: Drive the transformation of our business operations to a SaaS model, focusing on scalability, efficiency, and customer satisfaction.

• Process Optimization: Streamline and optimize processes across sales, marketing, and customer success teams to improve efficiency and effectiveness.

• Cross-Functional Collaboration: Work closely with sales, marketing, and customer success teams to ensure alignment and drive revenue growth.

• Performance Monitoring: Collaborate on key performance indicators (KPIs) and metrics design and monitor the effectiveness of SaaS strategies and operations.

• Market Analysis: Conduct market research and competitive analysis to inform strategic decisions and identify new opportunities.

• Customer Focus: Ensure a customer-centric approach in all strategies and operations to enhance customer satisfaction and retention.

Responsibilities
• Manages a team of exempt individual contributors, supervisors and/or lower-level managers, that typically support the organization’s large and complex business units or services segment management functions.
• Manages and evaluates the performance of business metrics related to both products and services, such as attach rates, penetration, revenue, and Total Customer Experience (TCE), while also developing recovery plans to address any exceptional issues.
• Acts as a key advisor to senior management on the development of overall policies, long-term goals, and strategic plans of the organization, operating within the framework of functional guidelines and ensuring adequate support for proposed projects.
• Partners with leadership to analyze monthly financial and operating results, isolates and explains key variance items and identifies areas for improvement and makes recommendations for maximizing opportunities.
• Supervises the team as well as individual performance and monitors the attainment of organizational goals and contractual commitments, encompassing aspects such as budget, cost, service availability, responses, and reports.
• Oversees the overall performance of a diverse range of service products, solutions, technologies, and business segments, which constitute a significant portion of the total business.
• Offers counsel to management and peers on broad organizational, technical, and strategic matters of significance.
• Collaborates with leadership as a strategic partner, influencing the future direction of the respective segment and aligning business and functional strategy to generate sustainable, profitable growth.
• Applies expert subject matter knowledge, shapes knowledge base across businesses, functions, or regions, and provides strong leadership, driving change initiatives and monitoring performance goals.
• Performs talent management responsibilities including recruitment, performance management, coaching and career development.

Education & Experience Recommended
• Typically brings extensive experience, ideally 10+ years, in SaaS operations or a related field
• Bachelor’s degree in Business, Marketing, or a related field; MBA preferred.

• Proven experience in SaaS strategy and operations, with a track record of driving growth and efficiency.
• Strong analytical skills and proficiency in CRM systems and data analysis tools.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments.
• Demonstrated ability to develop and implement successful strategies in a fast-paced, dynamic environment.

• Strong leadership skills (formally and informally) and the ability to manage and mentor a team.

Preferred Certifications
• Project Management Professional (PMP)

Knowledge & Skills
​• SaaS Strategy

• Operations Management
• Systems Implementation
• SaaS Transformation
• CRM Systems
• Data Analysis
• Process Optimization
• Cross-Functional Collaboration
• Performance Monitoring

• Market Analysis
• Customer Engagement
• Leadership
• Strategic Planning
• Revenue Growth

• Customer Success
• Analytical Skills
• Project Management

• Business Development
• Change Management

• Team Management

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

Impact & Scope
• Impacts large functions and leads projects requiring knowledge of multiple disciplines or areas of HP.

Complexity
• Uses managerial concepts and company objectives to resolve highly complex issues in creative and effective ways. May achieve goals through subordinate supervisors.

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.

The base pay range for this role is $136,850 to $210,750 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only).  Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including; 
  • 4-12 weeks fully paid parental leave based on tenure
  • 11 paid holidays
  • Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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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