Services Engagement Program Manager

Services Engagement Program ManagerDescription -Job Summary• This role is responsible for guiding the delivery of internal projects and subject matter knowledge to lead Engagement & Communications for LATAM Customer Care Center Operations.  Ranging from medium to moderately complex in scope, the role involves managing project outcomes effectively, maintaining relationships with stakeholders spanning mid to upper levels, and directing project teams while overseeing the timely completion of project development processes. The role will exercise independent judgement within generally defined policies and practices to select effective communications and recognition solutions.  ResponsibilitiesAs a team or project leader activities will have moderate complexity with established guidelines projects where analysis of situations or data requires an evaluation of multiple factors, including employee and/or financial business impact.Maintains and nurtures relationships with stakeholders spanning from entry level to upper level management within the organization.Provides reliable measures of success to enable consistency and differentiation in employee engagement.Analyzes current business environment and makes recommendations based on the current program status, resolves issues and manages risks.Project management knowledge and skills will be utilized to deliver to multiple operations teams applying an Agile methodology, project documentation and schedules, risk management and employee sentiment analysis.Manages projects with sometimes aggressive but achievable stakeholder deadlines with a fresh perspectives and creative solutions.Direct the design and deployment of LATAM Care Center CommunicationsActs as key liaison to connect for all efforts pertaining to Communications, Rewards & Recognition programs. May require collaboration to direct day-to-day work output of communication and branding solutions from others without direct supervisory responsibilities.Works highly effectively and virtually within AMS People Programs colleagues, delivering a seamless verbal, visual and written experience for employee communications.Specific tasks in the role to direct or coordinate with others may include, but are not limited to:Employee Communications brandingVideo and photo creation and library managementSharePoint / MS Teams administration including org charts, design, structureCoordination of People Programs VIA engagement reviews with leadership teamEducation & Experience RecommendedFour-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.Typically has 4-7 years of work experience, preferably in project management, HP Services business units and with global projects, or a related field or an advanced degree with 3-5 years of work experience.First Level University degree. 5+ years in project management roles or in like roles/businesses.Excellent verbal and written English communication, proficient in compiling, publishing and presenting in a concise and high-quality, professional manner.  Fluency in Spanish and English is required; Portuguese is a plus.Tools experiences including MS Team, SharePoint, Outlook, PowerPoint.  Adobe Photoshop, Illustrator, or other photography and graphics design highly desirable. Proven capability of abstracting information into root cause analysis, with clear traceability of results.Recognized for driving and upholding HP’s Leadership valuesThrives in a team-oriented environment who has a proven track record of working independently.  Experience in a call center operations or support function is desirable.Preferred Certifications• Project Management Professional (PMP)Knowledge & Skills• Accounting• Agile Methodology• Change Management• Customer Relationship Management• Data Analysis• Finance• Key Performance Indicators (KPIs)• Marketing• Microsoft Project• Milestones (Project Management)• Process Improvement• Procurement• Project Documentation• Project Implementation• Project Management• Project Schedules• Risk ManagementCross-Org Skills• Effective Communication• Results Orientation• Learning Agility• Digital Fluency• Customer CentricityImpact & Scope• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.Complexity• Responds to moderately complex issues within established guidelines.Disclaimer• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.Job -ServicesSchedule -Full timeShift -No shift premium (Costa Rica)Travel -NoRelocation -NoEqual Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement