Customer Operations and Program Manager – Instant Services EMEA
Description -
It is an exciting time to join the newly formed Consumer Services and Solutions (CSS) organization at HP. If you enjoy being part of large-scale business model transformation, building up processes and operations to foster and serve direct relationships with consumers, this role will offer you the chance to be part of a strategic priority that starts up something new.

HP is hiring a Customer Operations and Program Manager to support our Consumer Subscription services (such as Instant Ink and Instant Paper) in EMEA. We’re looking for an individual with excellent problem-solving skills and experience in program/project management. If you enjoy dynamic and new challenges and ideally already gathered experiences in a subscription service environment, this role is for you.

As part of Service Delivery & Enablement team, you will be responsible for resolving Level 4 customer escalations and daily operations.



You will be the expert in identifying and solving for customer-facing issues related to order fulfillment, payment processes, enrollment flows, account management issues.
Working with cross functional partners (Customer Support, Quality, CLM and Marketing) you conduct triage, root cause analysis, collaborate on customer communications, close cases quickly and participate to retrospectives.

With your Program Manager hat on, you will lead the definition of the Supply Chain, Logistics, Circularity and all operational processes to support the evolution and optimization of our Instant Services globally.

KEY RESPONSIBILITIES
- Manage to closure customer escalations originating from a wide range of funnels (Support, CoE, ECR, ATS, HP Store)
- Solve customer issues by performing triage, identifying defects and new requirements in the life cycle of the program
- Analyze customer escalation data, drive escalation reduction initiatives, summarize and present at monthly/quarterly reviews
- Work close

📌 Customer Operations and Program Manager – Instant Services EMEA (Barcelona)
🏢 HP
📍 Barcelona