HP’s vision is to create technology that makes life better for everyone, everywhere – every person, every organization, and every community around the globe. With the heart, creativity, and energy of a startup, and the brain, muscle, and determination of a Fortune 100 corporation, we continue to deliver ground-breaking new technologies to build on our legacy of innovation.

We are seeking an experienced Solutions Operations Manager who shares our spirit of innovation to support the expansion of our strategic HP Paper Add-on Service or “Instant Paper. We’re looking for an individual with excellent problem-solving skills and experience in program/project management, ideally in a subscription service environment.

In this role, you will be representing the customer success operations team as HP is expanding its portfolio of new subscription services. As Solution Operations Manager, you will be driving the resolution of complex technical issues (levels 4-5 escalations) that impact Account Management, Subscription Retention, Order Fulfillment, and Ecommerce (Invoicing, Billing). Using your deep understanding of our systems, you will work with cross functional partners to conduct triage, root cause analysis, collaborate on customer communications, close cases quickly and perform retrospectives. You will partner closely with R&D, Quality, and Marketing to represent the customer in new product releases and defect assessment.

KEY RESPONSIBILITIES

• Lead resolution of escalations that impact Account Management, Subscription Retention, Order Fulfillment, Invoicing and Billing.
• Diagnose, triage and qualify defects, assist and track to resolution of defects.
• Assist with business rule creation, alert scripts definition and Support Agent training development.
• Develop monitoring tools and operational dashboards to proactively measure health of service (account management, subscriptions, ecommerce…)
• Enable team delivery against key performance indicators (customer retention, NPS, cost targets).
• Leverage recognized domain expertise, business acumen, and experience to influence decisions of executive business leadership.

EDUCATION AND EXPERIENCE REQUIRED

• BA/BS in engineering, computer science, management information systems or equivalent experience.
• 10 years experience in systems engineering, IT systems, or DevOps role.
• 5 years experience in project management, PMP certification a plus.
• Desired: 3 years experience in a B2B customer facing role.
• Desired: Experience supporting systems within a services business (e.g., Managed Services, IT services, Managed Print Services).

KNOWLEDGE AND SKILLS REQUIRED

• Experience with managed services and supporting infrastructure.
• Preferred experience in Ecommerce and recurring Billing.
• Demonstrable history of working with IT in complex systems. Zealous approach to problem solving, forensics skills, root cause analysis, and able to drive issues to quick resolution.
• Experience in DevOps environment preferred.
• Able to anticipate problems from a systemic perspective, gather data insights to influence cross functionally to prevent reoccurrence.
• Excellent project management skills.
• Highly organized, able to manage multiple issues, and own their resolution.
• Strong communication skills: ability to communicate technical issues intelligibly, in written/oral form, to colleagues and customers with varied technical backgrounds.
• Background in process creation and enhancement. Maintain technical files and data reports.
• Strong collaboration and interpersonal skills and ability to influence constructively across functions, work successfully with virtual teams, across WW time zones.
• Strong analytical skills: Knowledge of databases, PowerBI, Qlikview, Splunk, or similar platform and tools. Working knowledge of SQL a plus.
• Familiar with support ticket environment, well versed in the use of incident management tools such as Jira, Careforce, Onepage, or MS Dynamics.
• Ability to work in new, fast-paced environments.

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The typical base pay range for this role across the U.S. is $116,900 to $180,000 annually with additional opportunities for pay in the form of bonus and/or equity. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

HP is an equal opportunity employer: https://www8.hp.com/h20195/v2/GetDocument.aspx?docname=c08129225

About HP

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