Description
The Program Manager, Product Services for HP Indigo Print – Americas is accountable for the strategy, launch, lifecycle management, and operational performance of assigned services and solutions across North and South America.
You will lead complex, multi-country initiatives that span product introduction, service readiness, continuous improvement, and customer escalation management. Success in this role requires strong product ownership, executive-level customer engagement, financial acumen, and the ability to lead cross-functional teams across regions, time zones, and cultures.
Key Responsibilities
Product & Services Ownership
- Own the end-to-end lifecycle of assigned HP Indigo service offerings, from launch and adoption through optimization and sunset.
- Translate customer needs, market feedback, and operational insights into clear service requirements, roadmaps, and improvement initiatives.
- Define and track service value propositions, success metrics, and adoption targets across the Americas.
Delivery & Execution
- Lead the delivery of large, complex service programs and customer deployments, ensuring alignment to scope, schedule, budget, and customer expectations.
- Prioritize and balance multiple concurrent initiatives based on business impact, customer urgency, and regional priorities.
- Drive operational excellence by identifying process gaps and implementing scalable improvements across services delivery.
Customer & Stakeholder Engagement
- Serve as a senior HP Indigo representative for strategic customers, maintaining trusted relationships and ensuring service outcomes meet production and business goals.
- Lead customer escalations end-to-end, coordinating cross-functional teams to resolve issues quickly and prevent recurrence.
- Partner closely with Sales, Marketing, and Regional Services teams to ensure customer insights are reflected in service design and go-to-market strategies.
Financial & Business Performance
- Collaborate with finance and services leadership to manage P&L performance for assigned service lines, including spare parts, labor, attach rates, and case closure efficiency.
- Ensure services meet or exceed profitability, cost, and efficiency targets while maintaining high customer satisfaction.
- Support business development efforts by identifying expansion, upsell, and renewal opportunities tied to services performance.
Leadership & Cross-Functional Collaboration
- Lead cross-functional, geographically distributed teams including regional services, global operations, engineering, supply chain, and support.
- Establish and track key performance indicators (KPIs) related to service quality, customer experience, financial health, and operational efficiency.
- Influence without authority, driving alignment across global and regional stakeholders toward shared outcomes.
Education & Experience
- Bachelor’s degree in Business Administration, Engineering, Information Systems, Computer Science, or a related field.
- 7–10 years of experience in product management, services management, project/program management, or global operations (or 4–7 years with an advanced degree).
- Experience supporting complex hardware/software products in a global, customer-facing environment.
Core Skills & Expertise
- Services Product Management
- Lifecycle & Portfolio Management
- Customer Experience & Value Realization
- Business Operations & Process Improvement
- Agile and Waterfall project methodologies
- Risk Management & Mitigation
- Change Management
- Systems Development Lifecycle (SDLC)
- Six Sigma / Continuous Improvement
- P&L Management
- Budget Planning & Cost Control
- KPI Definition and Performance Reporting
- Business Development & Opportunity Identification
- Project management tools (e.g., Microsoft Project, Monday.com)
- CRM and service management systems
- Data-driven decision making and analytics
- Customer Centricity
- Executive-level communication and presentation
- Results orientation with strong accountability
- Learning agility in fast-changing environments
- Ability to influence across regions, cultures, and functions