Process Efficiency & Improvement Program Manager en Barcelona

At HP, we believe in the power of ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. We trust anything can be achieved if you really believe in it, and we will invest in ideas to change lives and the way people work. At HP we work across borders, and without limits. We form global virtual teams, to professionally serve our customers, implement projects to achieve business growth, solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences and perspectives they bring.

In the highly competitive and fast-growing Printing and PC market where after sales support excellence is a major sales differentiator, HP Customer Support (CS) develops, manages and supplies Warranty and Support Services to HP Customers by delivering a superior Customer Experience at a competitive cost.

The program manager will be part of the EMEA CS delivery. Within this role, the program manager will be responsible to drive the EMEA end-to-end Onsite process improvement projects and initiatives, by coordinating related activities with Country operations, suppliers, call centers, and many cross-functions. Recognized as Onsite process Subject Matter Expert, he/she will educate, advice and influence across the organization to instill the improvement effort and cost reduction state of mind.

• Drive, design and define initiatives to enhance Direct Onsite motion performance and processes across EMEA, specifically Onsite efficiency and part/labor waste reduction programs across Onsite delivery motion. Always balance cost reduction benefits versus customer experience improvement
• Continuously challenge the status-quo and propose innovative new approaches for cost reduction and process enhancement, based on country–to-country benchmark and best practices, analytical outcomes, country operations findings, cross-function proposals, etc.
• Own the Part usage/Onsite intervention waste reporting and build/share/present comprehensive decks about process improvement and associated waste reduction activities, action plan progress, analysis outcomes and savings projections
• Assess process change impacts, benefits, timelines and report/record savings projections and actuals in synch with finance and cost leads
• Direct Onsite Compliance: Ensure Direct Onsite process compliance, from HP internally and for our suppliers. Own internal and external Audits related to EMEA direct onsite processes (eg. ISO, GDPR, Cybersecurity, etc.), and assist Supplier managers during supplier audits
• Become the Subject Matter Expert for onsite processes and part/labor waste reduction. Educate country operations, suppliers and cross-function on onsite waste efforts and instill the waste reduction state of mind

• Several years to establish proven track record in Support or Service Business
• Program/Project Management experience - min. 3 years
• Solid experience in one of the related disciplines of Support Delivery, Process improvement/implementation experience, Cost & process Waste reduction programs, especially with complex, cross functional involvement
• Experience working across organizations

• Excellent team player, good communication skills
• Project management and change management skills
• Excellent analytical and problem-solving skills, problem detection and analysis of root cause
• Ability to train/teach and demonstrate high knowledge of the subject
• Results driven attitude, attention to detail and able to meet deadlines
• Reliable, fast learner and well organized person with a flexible and responsive attitude
• Comfortable to work in a remote, virtual environment with minimum supervision
• Comfortable with desktop applications, data manipulation and ability to translate data into business findings & relevant understandable recommendations

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.

#LI-POST