Customer Support Strategy and Business Process Manager

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POST DATE 9/12/2016
END DATE 10/18/2016

DiversityWorking Palo Alto, CA

Palo Alto, CA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #


Within HP, The Customer Support (CS) Organization owns end to end support for all personal computing and printing products across consumer and commercial markets. Within CS, the 'CS Strategy Mgr' works directly with CS' executives to define, analyze, and shape CS' Strategy. He/She will analyze and describe external market and business trends as well as internal HP Strategy dependencies and provide strategic choices to the challenges Customer Support faces.
* Responsibilities:

** Provide insights in industry trends, competitive threats, expansion opportunities and internal performance to embed CS' Strategy* Contribute to HP's Corp. Strategy as well as translating HP's Strategy into CS' Strategic Framework to facilitate CS Executive strategy discussions* Support and help steer strategic initiatives/programs* Lead work with external strategy consultants* Lead/apply Business Process Mgmt. in strategic programs* Lead, consult, coach functional teams to apply BPM tools where necessary.* Ensure EtE integration & global consistency of CS process transformation programs* Work effectively in a team environment, both within the Corporate Strategy team and with business unit partners/stakeholdersThe role has a dual focus. On one side the role will report to the CS Strategy & Transformation Mgr, but work directly with entire Customer Support executive staff and CS SVP Gilbert Rossi. On the other side the role is expected to lead Business Process Mgmt (BPM) across CS' operating model transformation program. The latter requires leadership in process level analysis design, value-stream-mapping and other process analysis. The role is to oversee functional teams driving transformation in their respective areas. We are looking for talented individuals with strong strategy setting, analytic, communications and project management skills as well as deep Business Process Mgmt experience.* Qualifications
** MBA or equivalent* 2-3 years post-MBA experience at a leading strategy consulting firm or in similar roles such as Corporate Strategy, Business Strategy* Senior project management skills (e.g. led client teams, peers, and junior team members through various aspects of strategy projects and owned workstreams in the production of critical project deliverables)* Strong executive-level presentation skills (storyboarding, development and delivery)* Superior analytical skills and financial modeling capabilities* Demonstrable success in delivering results in a cross-functional team setting* Strong knowledge of information technology industry, ideally in service & solution segment* Ability to handle ambiguity and unstructured work situations* Team player who supports others and leads executives and peers through logical reasoning and relationship development* Strong facilitation skills, can get 'things done through others' in a virtual environment* Demonstrated ability to shape and influence ideas and actions of others* MBB certification or similar proven track record of Business Process Mgmt techniques* 2-3 significant programs with active involvement in process design/transformation/re-engineering* Exposure to international outsourcing project (at least at regional level, e.g. North & Latin-America, ideally with global scope)*
* Job:

* Business Planning
* Title:

* Customer Support Strategy and Business Process Manager
* Location:

* California-Palo Alto
* Requisition ID:

* 1503857
* .