HP · 3 days ago
Customer Relations Team- Process Lead
Rio Rancho, New Mexico, United States of America
Full-time
Onsite
Mid Level
$53K/yr - $80K/yr
3+ years expHP is a technology company seeking a North America Customer Relations Team Process Lead. This role requires a skilled specialist to contribute to the development of new concepts and techniques while managing complex assignments independently and supervising non-exempt employees.
ComputerConsumer ElectronicsHardwareIT InfrastructureSoftware
Responsibilities
Ensure agents have the expected knowledge and process to be successful in their roles by:
Connect, Coach, Empower: Embrace growth mindset for yourself and empower a growth mindset in others
Partner to win: Create an inclusive environment that enables everyone to do their best work
Do what matters: Put the needs of the customer, team, and organization first, follow through on commitments, and pursue the right outcomes for stakeholders with passion and integrity
Collaborate with the QA team
Provide QA feedback, daily, as audits are available in clear metrics (85% <4 Days and 100% <14 Days)
Requires E2E process knowledge for consumer, commercial transactional, and commercial contractual
Scorecard Red Metric Deep Dives, identify process gaps and agent opportunities and provide coaching and mentoring to agents
Strong collaboration with Trainers to help reduce knowledge or service gaps
Take supervisor calls for case managers in real time, deep dive the complaint and provide feedback to agents if needed
Real time, written and verbal, red flag alerts
Qualification
Required
Superior communication skills both written and verbal
Experience in customer facing role either remote or face to face
Understands internal processes and tools such as USD, Global Newton, Sterling, Serial Number Repository, Serial Number Subassembly Tracker, Part Surfer, Warranty Entitlement, myPRS, S4, Excel, SharePoint, PowerPoint, Outlook, OneNote, WISE, Word, OBS, KCI Text Tool, SpeechMiner, SABA, Sandy, and HP.com
Computer proficiency
Problem solving skills
Accuracy in data entry
Excellent fluency in written and verbal English
Experience in a phone based remote role
Familiarity with computer technology
Time management skills
Oversee compliance with operating procedures and standards
Advanced knowledge in call routing and case management processes for both E1 & E2 and obligation systems
Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
Organizational skills to manage workflow and tasks
Process analysis and documentation
Ability to mentor and train new agents
Ability to participate or lead in projects for process or quality improvements
High school education or equivalent
Preferred
3-5 years applicable experience, or equivalent combination of experience and college education
Prior experience supporting Executive, Commercial and/or Consumer Escalations
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
Anneliese Leasure
President, Imaging, Printing and Solutions
Recent News
Silicon Republic
2026-02-05
2026-02-05
2026-02-04
Company data provided by crunchbase