Customer Experience Operations Lead

Customer Experience Operations Lead

Description -

The Customer Experiences is the epicenter of HP's executive engagement strategy. Our organization prioritizes ensuring that customers and partners have the best experience when visiting one of our Customer Welcome Centers (CWCs) across the globe. The Customer Experiences team is dynamic and international and offers a supportive environment for continuous learning and professional growth.

Key Responsibilities:

Operational Management: Lead and oversee daily operations at the HP Customer Welcome Centers located in London, Paris, Barcelona, and Amstelveen.

Process Optimization: Collaborate with cross-functional teams to enhance operational efficiency and swiftly address any challenges impacting center performance.

Quality Assurance: Develop and uphold quality standards to ensure exceptional customer interactions and experiences.

Customer Satisfaction: Drive initiatives to improve customer satisfaction and Net Promoter Scores (NPS) by proactively addressing feedback and implementing tailored solutions.

Compliance and Reporting: Monitor and ensure the accuracy of customer visit reporting, support data-driven decision-making, and maintain compliance with regional data privacy regulations.

Budget: Review and track budget expenses together with center’s manager and ensure efficient spending and budget accuracy.

Education & Experience Recommended

• Four-year or Graduate Degree in Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in project management, sales, channel, program management, marketing, or a related field or an advanced degree with 3-5 years of work experience.

Knowledge & Skills

• Strong analytical and problem-solving skills.
• Excellent communication in English and interpersonal abilities.
• Capacity to work with remote teams from different cultures and across time zones.

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Marketing

Schedule -

Full time

Shift -

No shift premium (United Kingdom)

Travel -

25%

Relocation -

No

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"