IT Project Manager - Customer Support Digital & Data Transformation

About the role

HP's Enterprise Data and Analytics organization is looking for an experienced IT Project Manager in Customer Support Digital and Data Transformation. The successful candidate will lead large, cross-functional IT programs with high business impact, act as a data subject matter expert and influence senior stakeholders across organizations.

Key responsibilities

• Partner with Customer Support business and IT leaders to define and execute digital transformation and CS transformation programs aligned with business strategy and customer needs.
• Lead large, complex, cross-functional IT programs spanning Customer Support, data, analytics, digital platforms and related technologies.
• Own the Digital CCC or Customer Support Delivery Data Product, driving its strategy, roadmap, governance, evolution and adoption.
• Act as a data SME for Contact Center or Customer Support Delivery capabilities, translating business requirements into data, reporting, analytics and technology solutions.
• Apply knowledge of remote CS operating models and distributed support operations, and use CS process knowledge to simplify, automate and improve processes and customer experience.
• Define requirements, roadmaps, milestones, dependencies and delivery priorities with business and technology teams.
• Lead governance, including risk and issue management, dependency tracking, executive reporting, operational readiness and transition to sustainable solutions.
• Communicate complex topics clearly and influence senior stakeholders to drive decisions and maintain alignment.
• Develop and apply standards, tools and best practices that strengthen IT project and program management.

Required profile

• Bachelor's or Master's degree in Computer Science, Information Technology, Business, Data/Analytics or a related discipline, or equivalent experience.
• Ideally 10+ years of experience leading complex IT projects or programs.
• Significant experience in Customer Support / Contact Center / Self Help, digital transformation, data/analytics or related business transformation environments.

Required skills

• IT project and program management and digital transformation
• Customer Support transformation programs and processes
• Remote CS / distributed Contact Center operations
• Contact Center data and analytics, data product ownership, governance and reporting
• Requirements and roadmap management, process improvement and automation
• Risk, issue and dependency management, stakeholder and executive communication
• Systems integration, operational readiness, change management, business case and strategic planning