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Director North America Commercial Contact Center
Hewlett-Packard
Rio Rancho, NM, United States
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The Company
HP is a technology company that operates in more than 170 countries around the world. We provide technology and services that help people and companies address their problems and challenges, and realize their possibilities, aspirations and dreams. We apply new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers live and work.
No other company offers as complete a technology product portfolio as HP. We provide infrastructure and business offerings that span from handheld devices to some of the world's most powerful supercomputer installations. We offer consumers a wide range of products and services from digital photography to digital entertainment and from computing to home printing. This comprehensive portfolio helps us match the right products, services and solutions to our customers' specific needs.
Who we are
We are the leading printing and personal systems technology company in the world, and we are here to create technology that makes life better for everyone everywhere.
In an ever-changing, connected world, HP Inc. keeps reinventing itself, its technologies, and what tomorrow holds—so industries, communities, and individuals can keep reinventing how they operate, ideate, and create what matters the most to them.
We operate with the heart, creativity, and energy of a startup, and with the brain, muscles, and determination of a Fortune 100 corporation. We will use this unique combination, along with our 50,000 world-class employees and 76-year legacy of innovation, to engineer experiences that amaze our customers.
What we stand for
We believe in a Blended Reality created by the fusion of the physical and digital worlds. We believe everyone is a creator when empowered by intuitive, accessible technology. And we believe technology should work for you and adapt to your needs, context, and environment.
The HP Customer Support (CS) Americas organization works hard at making technical support easy for our customers. Letting customers know they're valued, and making sure all other parts of our business understand what customers are thinking. We're here for our customers. Putting them first is our priority. We don't exist without them.
Customers drive our business and our mission is to be the best Contact Center in the Industry.
This position will manage the NA Commercial team as part of the AMS Contact Center Operations organization.
The management responsibilities span:
• Work cross-functionally to enable customer facing services professionals to service customers efficiently and flawlessly
• Manage, monitor, and adjust levers to ensure customer, operational, and financial performance to exceed plans
• Create a high performing services culture by recruiting and developing top talent
• Translate direct customer and operational insight into E2E improvement actions
• Function as the CS Americas Site manager working closely with the Rio Rancho Site Manager
The NA Commercial support spans multiple sites including Rio Rancho, Ottawa, Boise and Costa Rica. This manager is also the host manager for the AMS Escalation team in Rio Rancho as well as the small consumer team in Rio Rancho. The position also has indirect responsibility the commercial teams in Bangalore. It is crucial that the individual in this role understand the direct customer requirements and operational opportunities and is able to effectively influence the organization to meet the customer and business needs.
Global Job Level Definition:
Leads a large or broad function/department within a multifaceted organization. Responsible for operational success, strategic alignment and integration of activities with other major organizational functions. Responsible for one or more recognized professional disciplines. Fully accountable for the success of the designated function or department. Influences strategy and sets policy and direction. Owns a significant number of measurable functional, operational and strategic goals or priorities. Assumes responsibility for the successful implementation of business plans in a defined area of responsibility. Contributes to the overall strategic definition of a function with strong business acumen. Acts as a key advisor to executive management in influencing the strategic direction of the business.
Requirements:
• Bachelor's (undergraduate) or Master's (graduate) degree in Engineering, Operations Management, or related discipline. MBA preferred.
• 14+ years of experience in Service Business Management or exhibiting an exceptionally strong background in some other relevant and applicable area of business.
• 3-5 years experience with customer facing services leadership. Contact Center operations experience preferred.
• Minimum of 3-5 years experience managing people – exceptional people leadership, development and change management capabilities
• Demonstrated ability to lead large teams directly and indirectly
• Strong process engineering experience - in depth knowledge and experience in process and quality improvement; Six Sigma/LEAN methodology preferred
• Capable of leading and working in diverse and matrix environments
• Broad knowledge of the customer support industry and future trends
• Strong analytical and operational skills
• Strong business acumen and financial skills
• Excellent communication, negotiation and presentation skills
English fluency required, Spanish fluency a plus