HP · 1 month ago
Consumer Services Delivery Manager
Vancouver, Washington, United States of America
Full-time
Onsite
Senior Level, Lead/Staff
$147K/yr - $231K/yr
10+ years expHP is an exciting company focused on Consumer Services and Solutions, and they are seeking a Senior Service Delivery Manager. In this role, you will lead a global operations team responsible for ensuring seamless service for millions of active subscribers, driving improvements in service quality and customer satisfaction.
ComputerConsumer ElectronicsHardwareIT InfrastructureSoftware
Responsibilities
Oversee containment, resolution and retrospectives of major service incidents and escalations raised from Customer Support, ensuring minimal subscriber impact and clear communication to stakeholders
Collaborate across Product, Engineering, and Customer Support organizations to address root causes and prevent recurrence of critical issues
Set focus on analyzing support case trends, device telemetry, and other operational data to identify systemic pain points and improvement opportunities
Sponsor continuous development of monitoring assets and operational dashboards to proactively measure health of service (account management, subscriptions, fulfillment, ecommerce…)
Champion best practices in subscriber experience, operational excellence and proactive service management to increase efficiency and strengthen collaboration between global teams
Enable team delivery against key performance indicators (subscriber retention, NPS, cost targets)
Leverage recognized domain expertise, business acumen, and experience to influence decisions of executive business leadership
Deliver monthly presentations to Senior Leadership team, including status updates and executive summaries related to Major Incidents
Foster a culture of accountability, customer focus, consultative mindset and continuous learning within the team
Qualification
Required
Bachelor's degree in Business, Engineering, Computer Science, or related field (Master's preferred)
10+ years of experience in service operations, incident management, or technical support
5+ years in a people leadership role
Proven success managing large-scale consumer or SaaS service operations
Strong understanding of subscription-based business models and global customer support structures
Exceptional analytical skills with ability to translate data into insights and strategy
Outstanding communication, stakeholder management, and crisis leadership skills
Experience collaborating cross-functionally with engineering and product development teams
Preferred
Experience in managing worldwide teams with eclectic background
Strong collaboration and interpersonal skills and ability to influence constructively across functions, work successfully with virtual teams, across WW time zones
Superior communication skills: ability to communicate technical issues intelligibly, in written/oral form, to colleagues and customers with varied technical backgrounds
Background in process creation and enhancement, with experience in facilitating brainstorming sessions
Strong balance of EI, analytical and strategic thinking skills
Experience in DevOps environment preferred, with exposure to managed services and supporting infrastructure
Advanced skills in Jira, Bi, Excel, PowerPoint is an asset
Benefits
Health insurance
Dental insurance
Vision insurance
Long term/short term disability insurance
Employee assistance program
Flexible spending account
Life insurance
Generous time off policies, including;
4-12 weeks fully paid parental leave based on tenure
11 paid holidays
Additional flexible paid vacation and sick leave
Company
HP is a manufacturer and seller of personal computers, printers, computer hardwares, and business solutions.
10001+ employees
H1B Sponsorship
HP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (193)
2024 (187)
2023 (190)
2022 (200)
2021 (178)
2020 (183)
Funding
Current Stage
Public CompanyTotal Funding
$5.25BKey Investors
U.S. Department of CommerceBerkshire Hathaway
2025-04-14Post Ipo Debt· $1B
2024-08-27Grant· $50M
2022-04-06Post Ipo Equity· $4.2B
Leadership Team
Alex Paranicas
Senior Director, Corporate Strategy
Andrew Bolwell
Chief Disrupter and Global Head of HP Tech Ventures
Recent News
PCMag Australia
2026-01-25
Small Business Trends
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Livemint.com
2026-01-24
Company data provided by crunchbase