Support Specialist – MS Operations Enablement

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HP France

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1939

👥 B2C

🏢 Enterprise

🔧 Hardware

B2C • Enterprise • Hardware

HP France is a subsidiary of the multinational tech company HP Inc, focusing on providing a wide range of computing and printing solutions. The company offers an extensive product line including laptops, desktops, monitors, printers, and accessories for both private consumers and business clients. HP France is committed to delivering innovative technology solutions that enhance productivity and efficiency in both personal and professional settings.

📋 Description

• Leads the design, documentation, standardization, and continuous improvement of customer care and contractual service processes across global operations, ensuring consistency and audit compliance. • Drives process reengineering, simplification, and automation initiatives, including identification and deployment of RPA opportunities and workflow improvements within CCC environments. • Manages planning, execution, and governance of New Service Introductions (NSI) and service transition programs for CCC, ensuring delivery within scope, timeline, and cost. • Acts as Subject Matter Expert (SME) for customer care processes and tools, supporting global initiatives, business transitions, and service enablement activities. • Collaborates with stakeholders to design and deploy remote service capabilities and support contractual service growth initiatives. • Analyzes business performance, identifies root causes and improvement opportunities, and translates insights into actionable process enhancements and operational strategies. • Develops and manages project plans, including scope, milestones, risks, dependencies, and resource allocation, ensuring effective stakeholder alignment and communication. • Defines business requirements, creates process maps, and ensures effective integration of tools and systems into optimized workflows. • Establishes and monitors process performance metrics, dashboards, and reporting frameworks to demonstrate value and drive continuous improvement. • Communicates process changes, leads training initiatives, and ensures readiness of operations for new services, tools, or process deployments. • Builds strong cross-functional relationships and may provide mentoring and guidance to junior team members to strengthen process engineering capabilities.

🎯 Requirements

• Four-year Degree in Business Administration, Engineering, Computer Science, or related discipline, or equivalent work experience. • Typically has 5–10 years of experience in customer support operations, business process engineering, project/program management, or service delivery roles. • Experience in process reengineering, customer care operations (CCC), or contractual service management environments. • Experience in managing cross-functional projects or service transitions in global environments. • Preferred Certifications: Project Management Professional (PMP), Lean Six Sigma, or ITIL certification is preferred but not mandatory.

🏖️ Benefits

• 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).