PageWide Industrial Customer Program Manager (CPM)
Description -Job SummaryPWI is seeking a
Customer Program Manager (CPM) to ensure customer success by serving as the primary Customer Assurance focal point with key customers to drive technical program execution, resolve escalations, and leading customer experience improvements across cross-functional teams. This role serves as a primary interface between customers, services, engineering, 3rd party partners, and commercial teams, focused on maintaining uptime, improving productivity, and leading recovery or optimization efforts for complex industrial printing environments
Responsibilities- Customer Technical Program Execution & Escalation Leadership
- Serve as the primary Customer Assurance focal point for key customers
- Lead structured recovery efforts for underperforming sites including root cause identification, action plan development, and cross-functional execution tracking
- Coordinate technical task forces to address performance, quality, or cost challenges
- Ensure clear ownership and accountability across engineering, service, and partner teams to ensure appropriate transition into steady-state ownership.
- Lead or participate in structured case and problem management forums, ensuring visibility, ownership clarity, and progress on chronic and critical issues.
- Develop and execute optimization plans to improve customer efficiency and cost performance
- Translates customer needs into actionable engineering or service requirements
- Support activities such as Factory Acceptance Testing (FAT), Installation readiness and ramp-up, Safety and system validation
- Cross-Functional Coordination
- Coordinate activities across: Customer Assurance (CA), R&D (hardware, software, workflow), Services, Sales and account teams, and 3rd-party vendors and integrators
- Align teams on short-term containment vs. long-term solutions
- Drive clarity on ownership for integrated solutions (HP vs. partner responsibilities)
- Customer Engagement and Communication
- Maintain direct engagement with Customer operations teams, Field service engineers (FSEs), Account/Business Service Managers, and Customer leadership when needed
- Support executive and operational customer reviews (EBRs/EORs), including agenda input, content preparation, and post-meeting follow-up.
- Ensure customer concerns, commitments, and decisions are clearly documented, communicated, and actioned internally.
- Ensure clear communication of risks, expectations, and timelines
- Maintain customer confidence during periods of instability, upgrades, or recovery.
- Process & Program Improvement
- Contribute to defining the CPM role within escalation and program management workflows
- Help establish best practices for escalation handling, program governance structures, communication frameworks across the Customer Assurance and Growth organization, PageWide Industrial Business, and our customer
Education & Experience- Four-year or Graduate Degree in Computer Science, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- 7-10 years or work experience in Industrial printing, manufacturing systems, or complex technical program management
- Preferred experience with HP PageWide Industrial presses, workflow systems, finishing integration, or customer escalation and service engineering environment
Skills & Knowledge- Strong customer focus with desire to understand and find solutions to customer needs
- Owns problems end-to-end with strong accountability
- Operates effectively in ambiguity and high-pressure customer situations
- Highly motivated to resolve technical and business challenges for an optimized customer solution
- Drives action and results across complex, matrixed organizations
- Excellent communication skills from detailed operational and technical to executive and senior leadership
Salary The pay range for this role is
$116,150 to
$182,400 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.
DisclaimerThis 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 -Engineering
Schedule -Full time
Shift -No shift premium (United States of America)
Travel -25%
Relocation -No
