Customer Service Product/Program Management

Customer Service Product/Program Management

Description -

Role Overview

The Services Program Manager for HP Indigo Print - Americas is accountable for the strategy, launch, lifecycle management, and operational performance of assigned services and solutions across North and South America. This role sits at the intersection of customers, services delivery, engineering, sales, and marketing, ensuring HP Indigo service offerings deliver measurable customer value while achieving business objectives.

You will lead complex, multi-countryinitiatives that span product introduction, service readiness, continuous improvement, and customer escalation management. Success in this role requires strong product ownership, executive-level customer engagement, financial acumen, and the ability to lead cross-functional teams across regions, time zones, and cultures. Focused on new press installation, press relocations, and installation auditing/training, this role is responsible for driving critical projects for the business to completion.

Key Responsibilities

Program & Services Ownership

• Own the end-to-end process of press installations and press relocations tracking them from inception to completion.
• Translate customer needs, market feedback, and operational insights into clear service requirements, roadmaps, and improvement initiatives revolving around installations and relocations.
• Define and track service value propositions, success metrics, and adoption targets across the Americas regarding installations and relocations.

• Lead the delivery of large, complex service programs and customer deployments, ensuring alignment to scope, schedule, budget, and customer expectations.
• Prioritize and balance multiple concurrent initiatives based on business impact, customer urgency, and regional priorities.
• Drive operational excellence by identifying process gaps and implementing scalable improvements across services delivery.
• Deliver installation audits, providing best practice to the field and documenting procedures for future team members to learn from.

• Serve as a senior HP Indigo representative for strategic customers, maintaining trusted relationships and ensuring service outcomes meet production and business goals.
• Lead customer escalations end-to-end regarding installations and relocations, coordinating cross-functional teams to resolve issues quickly and prevent recurrence.
• Partner closely with Sales, Marketing, and Regional Services teams to ensure customer insights are reflected in service design and go-to-market strategies.

• Collaborate with finance and services leadership to manage P&L performance for assigned service lines, including spare parts, labor, attach rates, and case closure efficiency.
• Ensure services meet or exceed profitability, cost, and efficiency targets while maintaining high customer satisfaction.
• Support business development efforts by identifying expansion, upsell, and renewal opportunities tied to services performance.

• Lead cross-functional, geographically distributed teams including regional services, global operations, engineering, supply chain, and support.
• Establish and track key performance indicators (KPIs) related to service quality, customer experience, financial health, and operational efficiency.
• Influence without authority, driving alignment across global and regional stakeholders toward shared outcomes.

• Master's degree (MBA or technical discipline).
• 7-10 years of experience in product management, services management, project/program management, or global operations
• (or 4-7 years with an advanced degree).
• Experience supporting complex hardware/software products in a global, customer-facing environment.
• Prior experience within HP, HP Services, or large matrixed organizations is a strong plus.

• Project Management Professional (PMP)
• Agile or Lean/Six Sigma certifications

• Services Product Management
• Project Management
• Lifecycle & Portfolio Management
• Customer Experience & Value Realization
• Business Operations & Process Improvement

• Agile and Waterfall project methodologies
• Risk Management & Mitigation
• Change Management
• Systems Development Lifecycle (SDLC)
• Six Sigma / Continuous Improvement

• P&L Management
• Budget Planning & Cost Control
• KPI Definition and Performance Reporting
• Business Development & Opportunity Identification

• Project management tools (e.g., Microsoft Project, Monday.com)
• CRM and service management systems
• Data-driven decision making and analytics

• Customer Centricity
• Executive-level communication and presentation
• Results orientation with strong accountability
• Learning agility in fast-changing environments
• Ability to influence across regions, cultures, and functions