Manager for Personal Systems ATS and CA Engineering (NA/LATAM)

HP is seeking a Senior Manager of Personal Systems Customer Support Quality, Advanced Technical Support, and Customer Assurance for the AMS region (NA & LATAM). This leader will drive the operational delivery and continuous improvement of a value-centered support model that accelerates complex issue resolution, improves first-time fix and recovery effectiveness, and proactively protects customer outcomes.

This role operates at the intersection of advanced technical expertise, quality engineering, customer assurance, and AI-enabled support operations , with significant direct engagement with HP Sales teams and key customers. The Senior Manager will play a pivotal role in evolving Customer Support from reactive issue resolution toward proactive, predictive, and outcome-driven service delivery , leveraging data, insights, and automation to improve both customer experience and cost efficiency.

Key Responsibilities for AMS Region:

Customer Support Quality & Assurance

• Define and own the Personal Systems customer assurance strategy for Customer Support , ensuring consistent, high-confidence customer outcomes.

• Lead and / or contribute to root-cause analysis and systemic issue elimination across PS products, services, and support processes.

• Partner with PS BU Quality to drive and improve product and services quality

Advanced Technical Support (ATS)

• Lead AMS Advanced Technical Support teams responsible for resolving the most complex, high-severity customer issues.

• Drive faster time-to-resolution through deep technical expertise, cross-functional escalation models, and AI-assisted diagnostics.

• Partner with Engineering, Product, and IT to ensure learnings from ATS drive upstream improvements and self-healing capabilities.

Customer Assurance Management

• Build proactive customer assurance programs that identify risk, prevent repeat incidents, and protect critical customer environments.

• Partner with Sales, Account Teams, and Customer Success to support strategic accounts and help resolve high-impact customer events.

• Ensure seamless handoffs and shared accountability across Support, Sales, BU and R&D

Transformation & Innovation

• Utilize AI, automation, telemetry, and digital insights in quality, assurance, and advanced support workflows.

• Drive experimentation and adoption of new support capabilities that improve scale, consistency, and customer experience.

• Lead change management and capability uplift across AMS teams.

Leadership & Collaboration

• Lead and develop a highly distributed, highly technical teams across several AMS locations and countries.

• Serve as a senior partner to Sales, Product, Engineering, and CS leaders.

• Influence strategy at the executive level with data-driven insights and clear outcome orientation.

What Success Looks Like

• Measurable improvements in customer reliability, confidence, and satisfaction

• Reduced repeat incidents and escalations through systemic issue elimination

• Faster resolution of complex issues and improved support scalability

• Strong alignment between Support, Sales, and Product around shared customer outcomes

• A culture of technical excellence, accountability, and continuous improvement

Required Qualifications

• 10+ years of experience in Customer Support, Technical Support, Quality, Engineering, or Service Operations

• Proven leadership of multi location , complex, technical organizations .

• Very comfortable and demonstrated experience with direct interaction with HP Sales and Customers, in highly stressful and emotional situations at times.

• Deep experience with advanced technical escalation models and enterprise-scale support environments

• Strong track record driving cross-functional transformation

• Experience leveraging data, automation, and AI to improve service quality and efficiency

• Exceptional executive communication and stakeholder influence skills

Preferred Qualifications

• Experience in enterprise hardware, software, or IT services

• Familiarity with AI-driven diagnostics, self-healing systems, or telemetry-based support

• Background in customer assurance, reliability engineering, or service quality transformation

• Experience operating in matrixed, global organizations

Why This Role Matters

This role is central to HP's ambition to be the most trusted IT partner in the industry . The Senior Manager will shape how HP anticipates customer needs, resolves the most complex challenges, and delivers consistent, high-value outcomes-at scale.

The pay range for this role is $130,700 to $205,200 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance

• Dental insurance

• Vision insurance

• Long term/short term disability insurance

• Employee assistance program

• Flexible spending account

• Life insurance

• Generous time off policies, including;

• 4-12 weeks fully paid parental leave based on tenure

• 11 paid holidays

• Additional flexible paid vacation and sick leave (US benefits overview ( )

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.