Customer Service Program Management

Customer Service Program ManagementThis role is responsible for providing analytical, operational, and program management leadership for complex, cross-functional initiatives. The role oversees program tracking, data consolidation, performance reporting, risk management, and stakeholder coordination to ensure programs meet scope, schedule, quality, and business objectives. The role translates complex data into actionable insights, maintains program governance tools, and provides leadership with clear visibility into performance, trends, risks, and gaps. The role works across regional and functional teams to improve execution discipline, establish scalable processes, and support data-driven decision-making.This positioning aligns with the SOW's emphasis on operational tracking, consolidated data, reporting tools, stakeholder coordination, execution visibility, and scalable regional processes.ResponsibilitiesOversees the analytical and operational execution of large, complex programs spanning multiple teams, functions, districts, or regions.Develops and maintains integrated program plans, Gantt charts, milestone trackers, dashboards, action logs, and other program governance tools.Consolidates, validates, and analyzes data from multiple sources to measure program performance and ensure alignment with agreed business definitions.Establishes key performance indicators, reporting standards, and measurement processes to evaluate progress against program objectives.Prepares weekly program status reports covering execution progress, accomplishments, risks, issues, dependencies, gaps, and upcoming priorities.Develops monthly executive summaries that translate program data into clear insights, performance trends, risks, and gaps versus plan.Identifies emerging performance issues, conducts root-cause analysis, and recommends corrective actions or process improvements.Maintains program risk, issue, dependency, and decision logs, ensuring risks are properly categorized, assigned, tracked, and escalated within established timelines.Coordinates with regional, district, operational, and cross-functional stakeholders to drive completion of action items and resolve program delays.Prioritizes multiple simultaneous workstreams to align resources, schedules, deliverables, and stakeholder expectations.Facilitates program reviews, working sessions, and leadership updates, documenting decisions, owners, due dates, and follow-up actions.Ensures reports and analytical outputs are complete, accurate, timely, and supported by validated data.Creates repeatable reporting processes, templates, and operating mechanisms that improve program scalability, transparency, and execution discipline.Collaborates with business operations, finance, supply chain, services, sales, and other functional teams to align program activities with business priorities.Applies advanced analytical and program management knowledge to complex business problems and exercises independent judgment when recommending solutions.Develops productive internal and external working relationships and may provide mentoring and guidance to analysts, project coordinators, and junior program team members.Education & Experience RecommendedFour-year or Graduate Degree in Business Analytics, Data Analytics, Business Administration, Operations Management, Information Systems, Computer Science, Engineering, Finance, or another related discipline, or commensurate work experience and demonstrated competence.Typically has 710 years of work experience, preferably in analytical program management, business operations, project management, PMO, data analysis, performance reporting, service operations, supply chain operations, or a related field.Experience supporting complex, cross-functional, regional, or global programs with multiple stakeholders, deliverables, and dependencies.Experience translating data into actionable recommendations for business and executive audiences.Preferred CertificationsProject Management Professional PMP CertificationLean Six Sigma CertificationAgile, Scrum, or PMI Agile Certified Practitioner CertificationMicrosoft Power BI Data Analyst or comparable analytics certificationKnowledge & SkillsAdvanced Microsoft ExcelAnalytical Program ManagementBusiness AnalyticsBusiness OperationsBusiness Performance MetricsChange ManagementData AnalysisData ConsolidationData Quality and ValidationDashboard DevelopmentExecutive ReportingGantt ChartsKey Performance IndicatorsMicrosoft Power BI or Comparable Reporting ToolsMicrosoft PowerPointMicrosoft ProjectMilestone ManagementOperational ReportingProcess ImprovementProgram GovernanceProgram ManagementProject DocumentationProject PlanningProject ScopingReporting AutomationRisk and Issue ManagementRisk MitigationRoot-Cause AnalysisStakeholder ManagementStrategic InsightsTrend AnalysisEnglish Language ProficiencyThe SOW specifically calls for strong analytical and data-management capabilities, proficiency with Excel and reporting tools, the ability to convert data into actionable insights, cross-functional PMO experience, and disciplined stakeholder follow-up.Cross-Org SkillsEffective CommunicationResults OrientationLearning AgilityDigital FluencyCustomer CentricityAnalytical ThinkingAttention to DetailCollaborationExecutive PresenceOrganizational AgilityImpact & ScopeImpacts program and functional performance by improving the accuracy, timeliness, and visibility of program information.Leads and/or provides analytical and program management expertise to functional and cross-functional project teams.Supports programs that may span multiple districts, business functions, or regions.Influences business decisions by providing validated data, actionable insights, and clear recommendations to program leadership.Helps establish scalable operating processes, reporting standards, and governance practices across the organization.ComplexityWorks on complex problems where the analysis of business situations, operational performance, or program data requires an in-depth evaluation of multiple factors.Manages competing priorities, interdependent workstreams, varying data sources, and stakeholders across different organizational levels.Exercises independent judgment to identify performance gaps, assess risks, determine root causes, and recommend appropriate corrective actions.DisclaimerThis 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.The pay range for this role is $93,400 to $143,800 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience. Benefits: HP offers a comprehensive benefits package for this position, including:Health insuranceDental insuranceVision insuranceLong term/short term disability insuranceEmployee assistance programFlexible spending accountLife insuranceGenerous time off policies, including;4-12 weeks fully paid parental leave based on tenure11 paid holidaysAdditional flexible paid vacation and sick leave (US benefits overview)The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.Job -ServicesSchedule -Full timeShift -No shift premium (United States of America)Travel -Relocation -Equal Opportunity Employer (EEO) -HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion,