HP · 8 hours ago
Customer Relations Team - Tools, Process and Project Manager
Rio Rancho, New Mexico, United States of America
Full-time
Onsite
Mid Level
3+ years expHP is a leading company focused on providing the right customer experience while safeguarding its brand. The Customer Relations Team is seeking a Tools, Process and Project Manager to drive process improvements, manage business tools, and enhance customer support operations.
ComputerConsumer ElectronicsHardwareIT InfrastructureSoftware
Responsibilities
Be main point of contact for business tools used by the team (CDAX, GN, Genesys) issues, initiating the necessary actions and following up until completion
Work with the teams to identify tool improvements that increase CRT operations productivity and efficiency, prioritize them, start the required requests for change and work with the different teams in their deployment
Define process requirements and establish overall process strategy
Establish governance team for the process based on process scope
Document the process and manage the changes associated, performing communication to impacted people, training and documentation updates
Establish process measures and ensure the mechanism to monitor them
Identify Stakeholders impacted to negotiate process adjustments across CS AMS and interfaces with upstream or downstream processes
Ensure process compliance, as required. Ensure timely update (minimum annually) and determine when improvements are required
Support audits (ISO certification 9001 / 14001 / 27001 and QS Certification)
Lead or participate in projects aiming to improve CRT services quality, customer and employee experience, cost or broadening CRT’s solution portfolio
Represent CRT in projects led by other organizations but having an impact on CRT’s services or employee experience
Robust and reliable tools that facilitate the work done by CRT’s workforce
Define, design and deploy the processes used by the agents to handle complaints
Ensure the processes are properly documented and that they are known by CRT agents
Define, design and deploy effective newcomer training
Monitor compliance against the defined guidelines and service quality levels
Ensure CRT procedures allow the extraction of critical information to monitor the service and drive improvements (root cause, solution, TAT)
Participate in the definition of key performance indicators, their targets and reports to monitor them
Perform deep dive analysis to understand metric deviations and to drive complaint prevention initiatives within Customer Support
Be the main point of contact for management of change in CRT, understanding the different initiatives in CS and anticipating their potential impact in complaint volume with the aim of limiting it
Projects executed as defined, within the agreed timelines and delivering the results expected in terms of service, customer experience and cost
Qualification
Required
Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence
3+ years of professional experience in Business Process Management and/or Business/Finance analytics and/or Project Management
Work experience from an international environment is an asset
Highly motivated in business understanding and 'playing' with high volume of data
Detail Oriented with ability to explain the global picture
Ability to communicate across functional boundaries
Strong quality oriented, can-do attitude
Great team player, flexible, optimist!
Proactive & confident, can work largely unsupervised in a Virtual environment
Eagerness to learn and improve, good listener
MS Office and Power BI
Preferred
Lean Six Sigma basics is a plus
ISO certification and internal assessment skills are a plus
Experience in Knowledge management tools
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
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2026-01-25
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2026-01-24
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