Customer Service Program Management

Description -
Job Summary
• This role is responsible for providing analytical, operational, and program management leadership for complex, cross-functional initiatives. The role oversees program tracking, data consolidation, performance reporting, risk management, and stakeholder coordination to ensure programs meet scope, schedule, quality, and business objectives. The role translates complex data into actionable insights, maintains program governance tools, and provides leadership with clear visibility into performance, trends, risks, and gaps. The role works across regional and functional teams to improve execution discipline, establish scalable processes, and support data-driven decision-making.

This positioning aligns with the SOW's emphasis on operational tracking, consolidated data, reporting tools, stakeholder coordination, execution visibility, and scalable regional processes.
Responsibilities
• Oversees the analytical and operational execution of large, complex programs spanning multiple teams, functions, districts, or regions.
• Develops and maintains integrated program plans, Gantt charts, milestone trackers, dashboards, action logs, and other program governance tools.
• Consolidates, validates, and analyzes data from multiple sources to measure program performance and ensure alignment with agreed business definitions.
• Establishes key performance indicators, reporting standards, and measurement processes to evaluate progress against program objectives.
• Prepares weekly program status reports covering execution progress, accomplishments, risks, issues, dependencies, gaps, and upcoming priorities.
• Develops monthly executive summaries that translate program data into clear insights, performance trends, risks, and gaps versus plan.
• Identifies emerging performance issues, conducts root-cause analysis, and recommends corrective actions or process improvements.
• Maintains program risk, issue, dependency, and decision logs, ensuring risks are properly categorized, assigned, tracked, and escalated within established timelines.
• Coordinates with regional, district, operational, and cross-functional stakeholders to drive completion of action items and resolve program delays.
• Prioritizes multiple simultaneous workstreams to align resources, schedules, deliverables, and stakeholder expectations.
• Facilitates program reviews, working sessions, and leadership updates, documenting decisions, owners, due dates, and follow-up actions.
• Ensures reports and analytical outputs are complete, accurate, timely, and supported by validated data.
• Creates repeatable reporting processes, templates, and operating mechanisms that improve program scalability, transparency, and execution discipline.
• Collaborates with business operations, finance, supply chain, services, sales, and other functional teams to align program activities with business priorities.
• Applies advanced analytical and program management knowledge to complex business problems and exercises independent judgment when recommending solutions.
• Develops productive internal and external working relationships and may provide mentoring and guidance to analysts, project coordinators, and junior program team members.
Education & Experience Recommended
• Four-year or Graduate Degree in Business Analytics, Data Analytics, Business Administration, Operations Management, Information Systems, Computer Science, Engineering, Finance, or another related discipline, or commensurate work experience and demonstrated competence.
• Typically has 7-10 years of work experience, preferably in analytical program management, business operations, project management, PMO, data analysis, performance reporting, service operations, supply chain operations, or a related field.
• Experience supporting complex, cross-functional, regional, or global programs with multiple stakeholders, deliverables, and dependencies.
• Experience translating data into actionable recommendations for business and executive audiences.
Preferred Certifications
• Project Management Professional - PMP Certification
• Lean Six Sigma Certification
• Agile, Scrum, or PMI Agile Certified Practitioner Certification
• Microsoft Power BI Data Analyst or comparable analytics certification
Knowledge & Skills
• Advanced Microsoft Excel
• Analytical Program Management
• Business Analytics
• Business Operations
• Business Performance Metrics
• Change Management
• Data Analysis
• Data Consolidation
• Data Quality and Validation
• Dashboard Development
• Executive Reporting
• Gantt Charts
• Key Performance Indicators
• Microsoft Power BI or Comparable Reporting Tools
• Microsoft PowerPoint
• Microsoft Project
• Milestone Management
• Operational Reporting
• Process Improvement
• Program Governance
• Program Management
• Project Documentation
• Project Planning
• Project Scoping
• Reporting Automation
• Risk and Issue Management
• Risk Mitigation
• Root-Cause Analysis
• Stakeholder Management
• Strategic Insights
• Trend Analysis
• English Language Proficiency

The SOW specifically calls for strong analytical and data-management capabilities, proficiency with Excel and reporting tools, the ability to convert data into actionable insights, cross-functional PMO experience, and disciplined stakeholder follow-up.
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
• Analytical Thinking
• Attention to Detail
• Collaboration
• Executive Presence
• Organizational Agility
Impact & Scope
• Impacts program and functional performance by improving the accuracy, timeliness, and visibility of program information.
• Leads and/or provides analytical and program management expertise to functional and cross-functional project teams.
• Supports programs that may span multiple districts, business functions, or regions.
• Influences business decisions by providing validated data, actionable insights, and clear recommendations to program leadership.
• Helps establish scalable operating processes, reporting standards, and governance practices across the organization.
Complexity
• Works on complex problems where the analysis of business situations, operational performance, or program data requires an in-depth evaluation of multiple factors.
• Manages competing priorities, interdependent workstreams, varying data sources, and stakeholders across different organizational levels.
• Exercises independent judgment to identify performance gaps, assess risks, determine root causes, and recommend appropriate corrective actions.
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.

The pay range for this role is $93,400 to $143,800 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• 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 (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Job -
Services

Schedule -
Full time

Shift -
No shift premium (United States of America)

Travel -

Relocation -