Digital Support Technical Product Manager

At HP, talent is our criteria. Join us in reinventing the standard for diversity and inclusion. Bring your awesomeness, and just be you!

At HP, talent is our criteria. Join us in reinventing the standard for diversity and inclusion. Bring your awesomeness, and just be you!

The Global Web Support Team within CS Digital Support & Customer Operations organization is working to deliver a world class web-support experience for the customers who visit our websites over 350 million times each year. We are transforming our delivery model while we work to revamp our web delivery platforms and experiences, and develop new digital support capabilities so that we can provide outstanding solutions, services, and learning resources that are easy to find, easy to use, and highly effective. We are currently looking for an experienced Technical Product Manager who possesses exceptional collaboration, influencing, and execution capabilities and a strong track record of success at synthesizing customer & business needs into well-defined product requirements to help us define and design our next generation web experiences, features, and digital self-service solutions.

Responsibilities:

  • Manage product/feature definition and requirements for assigned features / experiences / solutions
  • Gather customer requirements
  • Analyze available data including current KPIs (Task Completion Rate, Customer Effort Score, sNPS + Call Deflection, Contact Center Efficiency value), usage patterns, customer verbatims to inform new requirements
  • Define A/B experiments and customer testing needs associated with owned features & experiences
  • Manage backlog of stories, and relative prioritization for owned features
  • Develop customer and business case justification for proposed features
  • Apply technical skills and acumen to defining creative, low-customer-effort, and flexible web support capabilities
  • Work closely with business architects, technical leads, and developers to ensure shared understanding of desired solutions, and effective / efficient means of delivering same
  • Identify and develop new opportunities
  • Define acceptance criteria, and validate that solutions delivered meet acceptance criteria
  • Work closely with GWS (Global Web Support) UX & Design leads to optimize experiences for customers while delivering on all required functional capabilities, legal requirements, privacy & cybersecurity mandates
  • Manage internal partner relationships
  • Manage cross-functional teams & stakeholder audiences
  • Support colleagues and other Product Managers in the ideation & definition of solutions / capabilities / experiences for Global Web Support


Education and Experience Required:
  • First Level University degree.
  • 7 years experience in product management or in like roles/businesses.
  • SW development, engineering, and/or computer science education and/or experience


Knowledge and Skills:
  • Demonstrates an in-depth understanding of key HP Customer Support delivery processes and methodologies, including knowledge of CS Organizational structure and regional variations in support delivery
  • Product Management experience & demonstrated success
  • Ability to effectively translate customer needs into functional requirements and ideal experiences that will be delivered on support.hp.com
  • Agile Certification (Practitioner, Scrum Master) or experience


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