Customer Service Project/Program Manager - Video Shorts

About the role

The HP Customer Support Video Team is looking for a customer-focused project manager to lead the strategy, planning and delivery of short-form video content that helps customers succeed with HP products. About 90% of the work focuses on YouTube Shorts and short-form customer support content, with the remaining 10% covering internal HP video initiatives and stakeholder requests. The role is based in Sant Cugat del Valles.

Key responsibilities

• Own the strategy, planning, prioritization and delivery of HP Support YouTube Shorts
• Identify customer support topics, search trends, product questions and emerging issues that can drive views, engagement and subscriber growth
• Work with stakeholders, category experts, support organizations and analytics to find new Shorts opportunities
• Create and maintain a prioritized roadmap of Shorts opportunities and manage stakeholder expectations throughout the content lifecycle
• Manage external vendors for scripting, video capture, editing, voiceover and post-production, ensuring quality, branding, accessibility and content standards
• Monitor social, video, AI and platform trends, test new formats and workflows, and optimize for YouTube discovery, AEO, SEO and audience growth
• Manage budget, resources, timelines and vendor capacity, following documented processes and quality standards
• Support internal HP video requests, coordinate vendors and help stakeholders access video production resources

Required profile

• Bachelor's degree in Technical Communication, Communications, Business, Project Management, English, Technical Rhetoric or a related field
• 5+ years of project management experience
• Experience managing vendors, budgets and stakeholder expectations
• Experience developing customer-facing support, training, help or knowledge content strategies
• Strong written and verbal communication skills
• Continuous learning mindset and passion for innovation

Required skills

• Understanding of digital content ecosystems, social media trends, YouTube platforms, SEO or AEO concepts
• Ability to turn customer insights into content opportunities and use analytics to improve outcomes
• Preferred: PMP, CAPM, PMI-ACP, PRINCE2, CPTC certification, video production project management experience, YouTube/digital content/SEO/AEO experience, AI tool use, basic video editing