SW Senior Product Manager - ChromeOS App - Customer Support

Description -

Job Summary

At HP, talent is our criteria. Join us in reinventing the standard for diversity and inclusion. Bring your awesomeness, and just be you! HP is the world’s leading personal systems and printing company, and we create technology that makes life better for everyone, everywhere. Our innovation springs from a team of individuals, each collaborating and contributing their own perspectives, knowledge, and experience to advance the way the world works and lives.

We are looking for visionaries, like you, who are ready to make a purposeful impact on the way the world works. At HP, the future is yours to create!

The Self-Service Products Team within the HP Customer Support – Support Experience & Digital (DSX) organization is working to deliver world class digital support experiences for the customers who engage over 500 million times each year with our Support Applications, Website, Virtual Assistant, and related tools & services. We are transforming our delivery models while we work to revamp our platforms and experiences, and we are developing new digital support capabilities in support of new business models, new products and new services offerings. We aim to provide outstanding solutions, services, and learning resources that are easy to find, easy to use, and highly effective.

We are looking for an experienced Senior Product Manager to own Customer Support related features & requirements for the ChromeOS platform version of a pan-HP customer facing application. In addition, this person will have responsibilities for cross platform telemetry requirements, and the End to End customer experience of our self-solve software and hardware diagnostic tools and resources across all platforms. Candidates must have a strong track record of success at synthesizing customer & business needs into well-defined product and service requirements and delivering the product to market. Success in the role will depend on how well you can effectively engage with other Product Managers, cross-organizational teams, business and solution architects, frontend and backend development leads, and other internal and external partners to understand and define/refine support related user stories for the windows platform of this application. In this position, you will play an instrumental role in defining and designing our next generation of digital support experiences, service automation capabilities, and digital self-service solutions.  If you are inspired by the opportunity to apply your Digital Innovation savvy and Product Ownership expertise to creating breakthrough experiences for our tens of millions of customers worldwide, then this may be just the position for you!

Responsibilities
•    Monitors competitive market to determine client needs for certain product improvements.
•    Advises key stakeholders on the portfolio strategy across all phases of the lifecycle.
•    Demonstrates process improvement and project management experience, preferably with the implementation of large projects.
•    Manage digital product / feature definition and requirements for assigned features / experiences / solutions
•    Develop customer and business case justification for proposed features
•    Have the flexibility of working with Dev/QA/GBU Leads across various parts of the World. Must be willing to interact regularly with US time zones.
•    Coordinate with external teams who have dependencies with our applications or provide significant contributions
•    Support colleagues and other Product Management team members in the ideation & definition of solutions / capabilities / experiences for our Digital Self-Service Products portfolio
•    Work with Product Managers, Architects, Development teams and other stakeholders to create user stories in Jira, and ensure shared understanding of desired solutions, and effective / efficient means of delivering them
•    Engage with architects, developers and testers through the development process
•    Drive project and program issues to closure, managing roadmap and priorities in alignment with organizational Strategy
•    Present/Communicate to stakeholders on program/projects status
•    Lead overall program and project status in terms of scope, tracking schedule, and needed resources
•    Monitor performance, using data and feedback to identify improvement opportunities
•    Gain and maintain proficiency with industry and competitive landscape


Education & Experience Recommended
•    Bachelor's or Master’s degree in Computer Science, Business Management, Marketing, Engineering, or related field
•    Minimum 7 years experience in product management, digital or software product development, or related field


Preferred Certifications
•    SAFe / Scaled Agile training and/or Certification strongly desired
•    PMP/PMI certification preferred


Knowledge & Skills
•    Program and project management expertise
•    Excellent communication skills, and the ability to work across multiple products aligning on goals and deliverables; mastery in English
•    Ability to effectively communicate product architectures and design proposals, and negotiate options at management levels
•    Ability to work independently and influence alignments across teams, vendors, partners
•    Strong analytical and problem-solving skills. Ability to bring in new ideas and drive project agenda from scratch (Marketing skills a plus)
•    Proven ability to work effectively in a multi-cultural, diverse, virtual global team.  Must have strong personal relationship skills.
•    Highly driven and self-motivated, with proven ability to interact and drive topics to completion in a complex environment
•    Prioritize and balance multiple initiatives
•    Familiar with SCRUM methodologies and Agile development (SAFe Agile and Jira skills desired)
•    Deep familiarity with ChromeOS devices (i.e. Chromebooks) is a plus
•    Experience with Customer Support delivery processes and methodologies are a plus

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts large functions and leads large, cross-division functional teams or projects.

Complexity
• Provides highly innovative solutions to complex problems within established policy.
 

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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