Industrial GTM Customer Operation Manager

Industrial GTM Customer Operation ManagerDescription -Within HP, Industrial Print is a ~2B$ business with the ambition and the opportunity to grow and scale significantly thanks to our great HW, Supplies and Services portfolio (Indigo and PWP). To make this happen, best in class processes and tools are a must! Within the Industrial Go to Market organization, the Customer Operation manager drives a team of professional that leads the back end operation of our customers. The team is responsible to create of best-in class processes and tools to create flawless customer experience and drive transformation projects to meet business goals of scaling the Industrial Org, working in strong partnership with IT teams and the Business.Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff that involve strategic issues. Recruits and supports development of direct staff members.Responsibilities:Delivering all day-to-day activities to support Industrial customers and HP Industrial business in a constant changing environment. Ensure flawless customer experience via tight KPIs management of all customer operation processesKeep developing and enhancing current processes and governance to control the KPIs among wide internal and external eco-system such as: Customers billing and invoices issuance, Credit / Debit notes operation and Customers set up in HP systemsProvide a vision for the roadmap of processes and systems required by the business, in alignment with its goals. Collect business requirements and advice stakeholders on best processes and tools solutions to satisfy their needsDrive data driven organization that enhances reports and dashboard to highlight gaps and accelerate solutions within wide industrial eco-system such as invoices accuracy, billing mistakes, TAT of each process and aging casesTrough his/her team, develop processes and governance to be incorporated into to the current infrastructure, securing consistency with IT roadmap and avoiding effort duplicationComply processes with all HP standards, policies and business guidelines regarding information management  and confidentiality of information under his/her scope.PoR management: gather customer operation business requirements, prioritize, assign resources and monitor execution and management of change of a portfolio of 20+ projects of different sizes linked to various functional areasPeople management: attract, retain and develop a team of high performers in the different areas, including project/program management and technical skills in various areasDrive Management of Change across the organization to secure adoption of the various solutions deployed.Align with management on strategy, meet cost targets and provide regular management updatesEducation, Skills and Experience:Bachelor's or master’s degree in Process Engineering, business administration or equivalentHands on knowledge of process management and/or operations management5+ years of related work experience with advantage to people management experienceIT Vendor management experienceAgile development methodology towards processes, governance, KPIs and toolsExposure to IT solutions like: Database (SQL…), Reporting platforms (PowerBI, Tableau…), ERP (SAP, QAD…), CPQ, CRM (MS Dynamics…), Workflow (Snow, Jira…)  and technology trends like Cloud, As-a-ServiceExposure / certification on Process and Quality management methodologiesBusiness acumen: knowledge of Sales Operations and/or Category related functionsStrong leadership skills, including coaching, team-building, and conflict resolutionAdvanced program management including time and risk management, resource prioritization, process management and project structuringAnalytical, structured, problem-solving and process improvement mindsetProactive, self-motivation look for alternatives to get things done in complex technical or business scenariosStrong verbal and written communication skills, including negotiation, presentation, and influencing skillsRelationship building and partnership on technical and business levelJob -Sales OperationsSchedule -Full timeShift -No shift premium (Romania)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.