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Customer Experience Program Manager

Job ID 3034525 Primary Location Palo Alto, California, United States of America Date posted 12/19/2018

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Our flagship Customer Welcome Center (CWC) located in Palo Alto offers a unique opportunity for a creative talent to join the team as Customer Experience Program Manager.  The ideal candidate would have senior experience in marketing and strong experience in managing programs at a worldwide level.

We are looking for unique mastery and recognized authority on relevant subject matter knowledge on Printing and Personal Systems, including HW and SW technologies.  In this role there’s frequent collaboration with HP Labs and HP’s Executive Leadership Team including all our presidents and occasionally even the CEO. It presents a unique opportunity for those who want to have a jump on their career within the program management and marketing fields.

The person in this role:

  • Contributes to the development of innovative principles and ideas to design our customer experience, working with Marketing and Category at WW and regional level.
  • Successfully operates in the most complex disciplines like strategic thinking, creativity to articulate proposals and concept execution in which the CWC must operate to be successful.
  • Provides highly innovative solutions to showcase our portfolio of products and solutions.
  • Works with marketing agencies and  professional designers to create and manage customer experiences:  Exercises independent judgment in developing methods, techniques and criteria for achieving objectives.
  • Leads large, cross-division functional teams or projects that impact customer long-term goals and objectives.  Will participate in cross-division, multi-function teams.

Responsibilities:

  • Define HP customer experience at CWC.  The primary focus would be Printing and Personal systems and will be considered as a consultant for the 3D Printing business.
  • Design and implement customer experiences journey to lead complex cross-functional, cross-business and cross- partner customer experiences.  Would participate in the preparation and delivery of presentation to customers and partners.
  • In this role, it’s required to have an excellent communications and leadership skills as the final candidate will be presenting to our most important customers and partners across the company multiple times per week, influencing key business decisions.
  • Align, lead and influence strategic plans and activities across CWC with multiple organizations to design and deliver differentiated customer experiences; may include strategic partners, channel partners and other non-HP entities.  Identify best customer cases and practices to share within the network of CWC’s.
  • Collaborate with HP Labs, including our 3 Palo Alto based labs, 3D Printing, Machine Learning and Immersive Experiences, being the connection point between those labs and the customer activities.
  • Develop, evolve and provide thought leadership in HP design methodologies.

Education and Experience Required:

  • BA or BS in Engineering, Marketing or related field; MBA preferred.
  • 5+ years marketing, product marketing, category or pre-sales experience.
  • Industry, sales, and program experience.

Knowledge and Skills:

  • Mastery knowledge of marketing fundamental, products/services/solution lifecycle and knowledge management.
  • Experience across integrated marketing communications.
  • In-depth knowledge of industry and customer segments and demand generation program.
  • Strong partner focus, including experience with strategic customers, retail or channel partners.
  • Excellent written/oral communications and analytical skills.
  • Excellent interpersonal skills; ability to build, manage and influence virtual teams.
  • Ability to interface effectively with all levels of management and functional disciplines.
  • Excellent influencing, consensus-building and conflict-resolution skills.

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