Consumer Services - Subscription Billing Operations Manager

at HP Inc. in Boise, Idaho, United States

It is an exciting time to join the newly formed Consumer Services and Solutions (CSS) organization at HP. If you enjoy being part of large-scale business model transformation, building up processes and operations to foster and serve direct relationships with consumers, this role will offer you the chance to be part of a strategic priority that starts up something new.

HP is hiring a Subscription Billing Operations Manager to support Consumer Solutions and Services (CSS Business Unit). We're looking for an individual with excellent problem-solving skills, expertise in Subscription Billing systems (ideally in Consumer Lease Management) and experience in program/project management. If you enjoy dynamic and new challenges and ideally already gathered experiences in a subscription service environment, this role is for you.

In this role, you will be representing the Service Delivery & Enablement team as HP is expanding its portfolio of new services across Laptops, Printers, Supplies, and Digital Services. As Subscription Billing Operations Manager, you will use your expertise in determining and qualifying the operational requirements of the new offerings, along with ensuring operational readiness before Go Live date. You will directly impact how subscribers are able to use our services, drive course corrections when the unforeseen happens, and influence subscriber retention.

Using your cross-functional leadership skills, passion for customers, and demonstrated ability to execute in a fast-paced agile environment, you will drive to resolution any escalated issues that impact our subscribers in regard to Billing, Invoicing, Tax, Payment Methods... Using your deep understanding of our systems, you will work with cross functional partners to conduct triage, root cause analysis, collaborate on customer communications, close cases quickly and perform retrospectives.

HP is placing a high priority on Consumer Services, and we're counting on a successful customer experience as we scale this business. Come join us and grow with us.

KEY RESPONSIBILITIES

- Drive Operational readiness for every new Consumer Services introduction in partnership with the Product and Engineering teams, with a primary focus on Billing systems and Consumer Lease management.

- Deliver Software and Administration requirements definition related to service delivery.

- Drive resolution of escalations that impact Subscription Invoicing, Billing, Payment Methods and Lease Management

- Diagnose, triage and qualify defects, assist and track to resolution of incidents.

- Develop monitoring tools and operational dashboards to proactively measure health of service (authentication, authorization, billing, invoicing, lease management...)

- Enable team delivery against key performance indicators (customer enrollment, retention, NPS, costs).

- Leverage recognized domain expertise, business acumen, and experience to influence decisions of high profile stakeholders.

EDUCATION AND EXPERIENCE REQUIRED

- Bachelor's Degree in related field or equivalent experience.

- 10+ years' experience software requirements, process engineering, project management, PMP certification a plus.

- Desired: 3+ years' experience designing, implementing and supporting new subscription services, preferably with some expertise in E-commerce and recurring payment systems

KNOWLEDGE AND SKILLS REQUIRED

- Demonstrable history of working with IT in complex systems. Zealous approach to problem solving, forensics skills, root cause analysis, and able to drive issues to quick resolution.

- Strong collaboration and interpersonal skills and ability to influence constructively across functions, work successfully with virtual teams, across WW time zones.

- Familiar with support ticket environment, well versed in the use of incident management tools such as Jira, and system monitoring tools like Splunk.

HP offers a comprehensive benefits package, including:

- Dental insurance

- Disability insurance

- Employee assistance program

- Flexible schedule

- Flexible spending account

- Health insurance

- Life insurance

Per theWashingtonstatute, the estimated range of compensation for this job in that location , at the time of this posting, is $130,500.00 - $160,000.00. This position may be eligible for incentive pay, for openings where this is applicable.

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).