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 content practices. Preferred Qualifications
* Experience managing video production projects.
* Experience supporting YouTube, social video, digital content, or audience growth initiatives.
* Experience working with AI-enabled content creation or workflow tools.
* Familiarity with video production workflows, scripting, editing, accessibility requirements, captioning, or digital asset management systems.
* Experience working with general teams and vendors.
* Basic video editing experience is desirable but NOT required.
* Minimum

qualifications:
Bachelor's degree in Technical Communication, Communications, Business, Project Management, English, Technical Rhetoric, or a related field.
* 5+ years project management experience.
* Experience managing vendors and budgets.
* Experience managing stakeholder expectations.
* Experience developing customer-facing support, training, help, or knowledge content strategies.
* Strong written and

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