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Customer Service Project/Program Manager for Video Shorts

Description -

The HP Customer Support Video Team is seeking an innovative, customer-focused project manager to lead the strategy, planning, and delivery of short-form video content designed to help customers succeed with HP products. This role is responsible for identifying high-impact content opportunities, managing vendor production resources, driving continuous innovation, and increasing video views, engagement, and subscriber growth through customer-focused video shorts.

Approximately 90% of this role will focus on YouTube Shorts and short-form customer support content. The remaining 10% will support internal HP video initiatives and stakeholder requests. The successful candidate will demonstrate a growth mindset, embrace continuous learning, and actively seek innovative approaches, tools, and technologies that improve customer engagement and business outcomes.

Key Responsibilities

Customer Support Video Shorts (Primary Focus)

- Own the strategy, planning, prioritization, and delivery of HP Support YouTube Shorts.
- Identify customer support topics, search trends, product questions, and emerging issues that have the potential to drive views, engagement, and subscriber growth.
- Work with stakeholders, category experts, support organizations, and analytics to identify opportunities for new Shorts content.




- Manage communication and expectations with stakeholders throughout the content lifecycle.
- Create and maintain a prioritized roadmap of Shorts opportunities based on customer demand, business priorities, and performance potential.
- Manage external vendors responsible for scripting, video capture, editing, voiceover creation, and post-production.
- Ensure vendor deliverables meet quality, branding, accessibility, and content standards.
- Monitor social, video, AI, and platform trends to identify innovative formats and opportunities.
- Drive continuous innovation by testing new content formats, workflows, technologies, and audience engagement strategies.
- Optimize content strategy for YouTube discovery, AEO, SEO, and audience growth.
- Monitor performance metrics and use data-driven insights to continuously improve content effectiveness.
- Effectively manage budget, resources, timelines, and vendor capacity.
- Ensure every project follows documented processes and meets team quality standards.

Internal Video Projects (Limited Scope)

- Manage communication and expectations for internal HP video requests from other parts of HP.




- Coordinate vendors and resources to support approved internal video and photography projects.
- Help stakeholders access available video production resources, tools, and services.
- Ensure internal projects meet quality expectations while effectively utilizing available budget and resources.

Required Qualifications

- Experience managing content, creative, digital media, video, social media, or related projects.
- Demonstrated ability to manage multiple stakeholders, competing priorities, budgets, and delivery timelines.
- Experience managing vendors, agencies, freelancers, or outsourced service providers.
- Strong project management and organizational skills.
- Strong communication skills, including managing stakeholder expectations and driving alignment across teams.
- Ability to identify customer needs and convert those insights into content opportunities.
- Experience using analytics and performance metrics to guide decisions and improve outcomes.
- Demonstrated continuous learning mindset with a willingness to adapt to changing technologies and customer behaviors.
- Passion for continuous innovation and improving customer experiences through new ideas, tools, and approaches.
- Ability to work within documented processes while proactively identifying opportunities for improvement.
- Understanding of digital content ecosystems, social media trends, YouTube platforms, SEO, or AEO concepts.
- Commitment to delivering future-ready content, including proper metadata, captions, archiving, and scalable

📌 Customer Service Project/Program Manager for Video Shorts (Sant Cugat del Vallès)
🏢 HP
📍 Sant Cugat del Vallès