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Director Global Web Support

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

DiversityWorking Boise, ID

Job Classification
Full Time
Company Ref #
Boise, ID
Job Type
AJE Ref #


Director Global Web SupportThe 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.Summary The Global Web Support Director will be responsible for the entire global web support property for our Customer Support organization. Approximately 500 million users access our web portal and use it as a self-service and troubleshooting tool accessing content that will help them with their HP products. You will leverage the Web to deliver efficient and integrated support experiences that reinforce product purchase decisions, communicate service programs, empower customers with self-service options, and connect customers with one another and HP.Key Responsibilities* Keeping HP competitive, understanding the customer and user experience, ensuring our Web portal is easy to use with the right content available at the right time.* Leading a dynamic team covering:
Reporting and Analytics, Usability Testing, Features, and Search Analytics.* Leveraging the latest technology as we continue to evolve. Driving our digital support strategy, pushing towards digital and self-serviced options supporting the GBUs and regions.* Working in partnership with IT and managing the constraints to enable change within the Customer Support function.* Working in a cost constrained environment, identifying and understanding practical solutions that will be financially viable for HP.* Looking for cutting edge solutions that will help reinvent our customer support experience.* Design consumer and commercial web experiences that respond to customer needs, exploit online trends, and incorporate information architecture into smart page design and navigation* Develop and maintain web production processes that enable efficient NPI's, localization, and site evolution* Ensure alignment with key stakeholders on all digital support activity and performance* Make search experiences and content find-ability hallmarks of the HP support experience* Ensure site quality and customer self-service success through user testing, daily monitoring, online analytics, and structured response proceduresCompetencies* Strong Technical and Business Acumen:

*The successful candidate will have demonstrated the ability to identify customer needs and use end-user knowledge to evolve services and create effective strategies and programs to drive business growth. This person must have the skills, experience, and market/customer insight to identify and capitalize upon emerging business trends and opportunities and exceed customer expectations.Setting Strategy:The successful candidate will have the ability to set a vision, communicate that vision, and develop the goals and objectives to enable that vision. He / She will be able to combine their strategic acumen with their operating strength to ensure strategies and programs are grounded in a deep understanding of customer needs. This person provides clear direction, sets clear priorities, and allocates resources to the highest value opportunities. Further, they understand how to optimize decision making and track / measure success to maximize value and drive revenue.Results Driven:
The successful candidate will set compelling goals and will be tenacious in accomplishing them. He / She has an ability to set priorities, allocate resources, take accountability, and achieve results.Leading People:The successful candidate will be a collaborative leader with a high degree of emotional intelligence who inspires, manages, coaches and respects people. He / She will have an inclusive style; they will build trust, frank dialogue and respect, and foster teamwork. This person will also have a clear commitment to developing key talent and building future leaders. He / She empowers team members and fosters a culture of accountability.Collaborative:The successful candidate will have experience collaborating across a matrix as part of driving best practices.Driving Change:The successful candidate will have the experience to evaluate a current state operating model, identify performance improvement initiatives, and drive those initiatives into the organization without disrupting client service.*
* Job:

* Services
* Title:

* Director Global Web Support
* Location:

* Idaho-Boise
* Requisition ID:

* 1506687
* Other Locations:

* United States-Texas-Houston, United States-California-Palo Alto
* .