Head Of Cssd Customer Care Centers

Head of CSSD Customer Care Centers

Description -

The worldwide Customer Support & Services Delivery (CSSD) organization delivers best in class support and care for HP's customers, from hardware to infrastructure. Powered by our customer-centric culture, we create differentiated experiences across the globe in professional services delivery, customer care (contact) centers, onsite and channel support. We operate with a strong focus on sustainability and driving a culture of empowerment, diversity, equity, inclusion, talent and future ready development.

The Head of CSSD Customer Care Centers will be responsible for operational success, strategic alignment and integration of activities with other major organizational functions. Fully accountable for the success of the Global Customer Care Center. Influences strategy and sets direction. Owns a significant number of measurable functional, operational and strategic goals or priorities. Assumes responsibility for the successful implementation of business. Contributes to the overall strategic definition of Global Customer Care Center with strong business acumen. Acts as a key advisor to executive management in influencing the strategic direction of the business.

Responsibilities

• Build a strong Customer Care Center foundation that will accelerate Digital savings, improve operation resilience, customer and agent experiences
• Transform Customer Care Center with aggressive Digital adoption, optimized operating model and process, and enhance the organization for business and employee growth
• Elevate performance to realize our ambition to be the best Contact Center in the industry
• Proactively manage changes to deliver impactful results and develop workforce ready for the rapidly changing business needs and future
• Enable HP growth in consumer and workforce services, gaming, and peripherals, and overall SPOS
• Provides leadership in the development and execution of strategies and delivery capabilities at the region or worldwide level.
• Accountable for leading an organization of managers and individual contributors by setting overall initiatives, allocating financial and human capital for programs and solutions, and ensuring timely and effective delivery of the CCC business.
• Works to develop and implement services, solutions, or programs that fuel profitable growth, while also meeting emerging agent/customer/market needs.
• Develops forecasts of the business growth and resource requirements, create robust strategic plan and innovation to support operational performance.
• Evaluates business performance, monitors market trends, maintains strong sNPS, significantly improves SLA and agent skills. Implements corrections, cost reductions and incremental growth actions to achieve revenue, profit goals.
• Effectively partners with other Customer Support organizations, providing overall thought leadership
• Leads the, development, implementation, and maintenance of operational performance; identifies consequences of decisions on a regional or global level and recommends appropriate solutions and areas for improvement.
• Consults with business leaders at the executive level to drive and influence strategic decision-making within a broad scope

Impact/Scope

• Responsible for the overall management of Global Customer Care Center at a worldwide level.
• Typically partners with managers and executives.
• Provides thought leadership on strategies and plans.

Education and Experience Required

• Advanced degree strongly preferred.
• Typically 18+ years of experience and exceptionally strong background in Global Customer Care Center Management
• Typically 10+ years of people management experience.

Job -
Services

Schedule -
Full time

Shift -
No shift premium (United States of America)

Travel -

Relocation -

EEO Tagline -

HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.