Hewlett Packard Enterprise Hiring for Customer Experience Improvement Program Manager at Bangalore Full Time

This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.

Job Description:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyse, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Family Definition:

Leads projects and programs to implement Quality initiatives.

Leads programs and projects regarding implementation of Quality improvement strategies, measurement, and training. Supports leadership in driving quality culture and quality improvements within the organization. Responsible for identifying and improving process and program efficiency and effectiveness. Ensures that projects and programs align with the quality strategy and vision. Coaches and provides direction to the business or functional area on quality improvement projects in order to achieve desired business results. Projects are typically shorter-term, less complex and more contained with a defined time frame. Programs are typically longer-term, multi-functional, multi-project with complex requirements and effort.

Management Level Definition:

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

Responsibilities:

• Identifies critical Customer Experience improvement opportunities to ensure systemic closed-loop corrective action.
• Manages and leads key programs involving multiple functions and program teams to drive the quality improvement process and quality culture for multiple products or service offerings
• Communicates program progress, escalations, and issue analysis to stakeholders; collaborates with business unit management and internal development, manufacturing and service delivery partners to recommend and implement changes to products, processes, or business practices to drive continuous improvement and manage program costs.
• Drives innovation and integration of new technologies and quality initiatives into projects and activities in the organization.
• Provides guidance and mentoring to less-experienced staff members to set an example of program management innovation and excellence.

Key Deliverables:

• Success = CX (Customer Experience) Metrics (CSAT/DSAT %, ASAT), ROI on Improvement Projects, and partner feedback
• Identify critical customer dis-satisfiers, root-causes for escalations and systemic trends and drive systemic improvement GB / BB programs/projects and Closed Loop Corrective Actions (CLCA)
• Develop funnel of improvement programs and projects
• Analyze and interpret data (from L1 surveys to L4 metrics), support management tools, customer feedback and narratives, customer research studies and CX reports to provide insights (e.g. CX driver analysis, CX metrics trending, priorities) and propose areas for improvement
• Partners with HPE Pointnext stakeholders to initiate CX improvement Plans / Programs / Projects then lead or contribute to improvement programs / projects by applying GB/BB Lean quality methodology
• Methodologies and tools and Project Management best practices (e.g. PMI)
• Provide regular management updates to higher level management, scorecards & Quality Council
• Innovate ways to close-loop with customers to ensure satisfaction of resolution.

Education and Experience Required:

• Lean Black Belt certification is requirement
• Project management certification such as PMP/PMI certification preferred
• Bachelor’s or Master’s degree in Quality Management, Business Management, Engineering, Computer Sciences, or equivalent. .
• Leading improvement project experience is requirement
• Typically 10+ years experience.

Knowledge and Skills:

• Excellent analytical and problem solving skills.
• Demonstrated business acumen, understanding of organizational strategy, and successful experience managing all aspects of cross-business unit programs, including communicating with internal and external stakeholders and directing matrixed teams and resources.
• History of innovation with some examples of developing new ideas for improvements
• Excellent written and verbal communication skills; mastery in English
• Ability to effectively communicate program management architectures, plans, proposals, and results, and negotiate options
• Experience designing and developing project and program planning

What We can offer you :

• A competitive salary and extensive social benefits
• Diverse and dynamic work environment
• Work-life balance and support for career development
• An amazing life inside the element! Want to know more about it?

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Job:

Quality

Job Level:

Expert

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.