Transformation Lead - Operational Processes

Transformation Lead - Operational ProcessesDescription -Job SummaryLead AI-first transformation of Field & Channel operations, embedding automation, predictive insights, and agentic AI capabilities to deliver scalable efficiency, superior customer experience, and next-generation service models. Lead end-to-end transformation of field and customer account management processes using AI, automation, and digital solutionsDrive continuous improvement initiatives across operations, focusing on cost, productivity, and customer experienceIdentify and implement digital and AI-enabled improvements (e.g., process automation, insights-driven decision-making)Partner cross-functionally (Field, Supplier Management, CX, Digital teams) to deliver end-to-end operational outcomesRedefine operating models to be simpler, more standardized, and scalable across marketsImprove supplier and partner performance through structured governance, insights, and performance trackingTrack business impact through defined KPIs (cost-to-serve, SLA adherence, CSAT, efficiency) Key Outcomes - Increased automation rates and reduced manual interventionsMeasurable improvement in cost-to-serve through AI-led optimizationEnhanced customer experience (CSAT) via faster, predictive, and proactive supportIncreased adoption of digital and selective AI-driven capabilities Profile - Strong experience in operational transformation with AI / digital integration focusProven track record of delivering AI or automation-led business outcomesDeep understanding of field services, customer support, and supplier ecosystemExperience with data-driven decisioning, analytics platforms, or AI-enabled toolsAbility to drive cross-functional transformation at scale and influence senior stakeholder Education Recommended• Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.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 (India)Travel -Relocation -Equal 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.For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"