Customer Service Project Program Manager

Description -

Job Summary
• This role is responsible for overseeing large customer projects with moderate complexity, localized/sub-regional scope, and high risks. The role coordinates corporate, customer and third-party vendor efforts to plan, sell and implement solutions to customer problems. The role establishes and nurtures client relationships, leads project teams of less than 20 individuals, and analyzes complex business processes. The role also collaborates with cross-functional teams to ensure expectations are well communicated and customer needs are met.

Responsibilities
• Oversees the delivery of large customer projects having moderate complexity, and localized or sub-regional significance, entailing medium to high risks and dealing with legal and commercial matters.
• Collaborates closely with the team for project financials like profit and loss (P&L), consistently meeting or surpassing SOAR approved budgets and delivering dependable financial forecasts to the management.
• Contributes significantly to business development efforts by identifying and nurturing new opportunities within ongoing projects as well as supporting the qualification and assessment of large and moderately complex opportunities.
• Establishes and cultivates client relationships at the middle and upper levels, frequently serving as the organization's representative to external customers and clients.
• Heads the project team, overseeing both internal and external resources with a team size of fewer than 20 individuals, fostering skill development among team members.
• Analyzes complex business and systems processes and synthesizes closed-loop feedback management to address customer issues effectively.
• Collaborates with marketing, sales, and engagement teams to ensure accurate reflection of customers and their needs.
• Identifies tasks and research, determines dependencies, and communicates expectations to team members.
• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in project management, HP Services business units, HP global projects, or a related field or an advanced degree with 3-5 years of work experience.

Preferred Certifications
• Project Management Professional (PMP) Certification

Knowledge & Skills
• Agile Methodology
• Business Development
• Business Operations
• Change Management
• Client Services
• Customer Relationship Management
• Microsoft Project
• Milestones (Project Management)
• Process Improvement
• Project Documentation
• Project Management
• Project Management Institute (PMI) Methodology
• Project Planning
• Project Scoping
• Risk Management
• Risk Mitigation
• Scrum (Software Development)
• Six Sigma Methodology
• Systems Development Life Cycle
• Waterfall Methodology

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

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

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.
 

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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