Product Experience Support Manager – Software (Remote)

Product Experience Support Manager – Software (Remote)Description -*This role can be remote in the US, Canada, LATAM or the UK.In this position, you will demonstrate unique mastery in software and software processes as a Product Experience Support Manager (PESM) responsible for the quality and usability of new software introductions.   You will represent the Customer Support and Service Delivery organization and act the voice of the customer in development teams to ensure that new software is customer-ready and easily supportable.Responsibilities include:Use of customer experience knowledge and tools to influence product development team decisions impacting overall quality which includes product quality, customer use/experience quality and support quality. Influencing and driving product and SW improvements to help increase HPs Net Promoter Scores.  On time delivery of key SW service & support deliverables. Deliverables include Commercial & Consumer assessments & documentation, call agent training, web delivery, regional support readiness, defined backup & recovery strategies, and defined support strategy processes.Communicating program progress, escalations, and issue analysis to stakeholders; collaborating with management and internal partners to recommend and implement changes to product, processes, or business practices to resolve escalated issues, produce solutions, and ensure adherence to budgets and established product roadmaps and schedules.Partnering with key and relevant organizations who execute key deliverables to ensure all aspects are ready for launch. Examples of these organizations are the product development teams, HP Software team, R&D, and supply chain.To be successful in this role you will need to have working knowledge of key operating systems, basic understanding of the product and software development lifecycles, and be able to partner effectively with key organizations, management, and stakeholders to drive alignment and to ensure success.   Education and ExperienceBachelor's or Master's degree in Business Management, Engineering, Computer Sciences, Supply Chain, or equivalentPMP/PMI certification desiredTypically 10+ years of experienceKnowledge and SkillsExperience designing and developing project and program planning tools and software packages to create, manage, and track project results.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 examples of developing new technical, engineering and/or manufacturing processes.Excellent written and verbal communication skills; mastery in English.Ability to effectively communicate program management architectures, plans, proposals, and results, and negotiate options at business unit levels.Understanding of an industry standard Product and Software Development Lifecycle processesKnowledge of Net Promoter Score concepts, desiredAbility to work flexibly and on own initiative.Willingness to work in a virtual team environment; and to work non-standard work hours in a global team.#LI-REMOTEJob -EngineeringSchedule -Full timeShift -No shift premium (United States of America)Travel -NoRelocation -NoEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.