PageWide Industrial Customer Program Manager (CPM)

HP•Corvallis, OR

20h

About The Position

PageWide Industrial (PWI) is seeking a Customer Program Manager (CPM) to help customers succeed and improve the quality and performance of industrial digital presses in the field. The CPM serves as the primary Customer Assurance focal point for technical programs and key customers, driving technical program execution, resolving escalations, and leading customer-experience improvements across cross-functional teams. The role is a key interface among customers, services, engineering, third-party partners, and commercial teams, with a focus on product introductions, uptime, productivity, and recovery or optimization in complex industrial printing environments. The role leads customer technical programs and escalations, coordinates cross-functional responses to performance, quality, and cost challenges, and develops recovery and optimization plans. It also supports factory acceptance testing, installation readiness and ramp-up, safety, and system validation. The CPM engages stakeholders at operational and executive levels, communicates risks and commitments, and contributes to improved escalation and program-management processes. The position is full-time, includes 25% travel, and offers relocation. The stated U.S. annual pay range is $116,150–$182,400, with additional opportunities for bonus and/or equity. HP describes a comprehensive benefits package, including insurance, disability coverage, an employee assistance program, flexible spending account, life insurance, and paid leave.

Requirements

Four-year or graduate degree in Computer Science, Engineering, Business Administration, or a related discipline, or commensurate work experience or demonstrated competence.
7–10 years of work experience in industrial printing, manufacturing systems, or complex technical program management.
Strong customer focus and desire to understand and find solutions to customer needs.
Ability to own problems end-to-end with strong accountability.
Ability to operate effectively in ambiguity and high-pressure customer situations.
Motivation to resolve technical and business challenges to deliver an optimized customer solution.
Ability to drive action and results across complex, matrixed organizations.
Excellent communication skills, from detailed operational and technical communication to executive and senior leadership.

Nice To Haves

Experience with HP PageWide Industrial presses, workflow systems, finishing integration, or customer escalation and service engineering environments.

Responsibilities

Serve as the primary Customer Assurance focal point for key product introductions and key customers.
Lead structured recovery efforts for underperforming programs and customer sites, including identifying root causes, developing action plans, and tracking cross-functional execution.
Coordinate technical task forces addressing performance, quality, or cost challenges.
Ensure ownership and accountability across engineering, service, and partner teams, including transition to steady-state ownership.
Lead or participate in structured case and problem-management forums, ensuring visibility, clear ownership, and progress on chronic and critical issues.
Develop and execute optimization plans to improve customer efficiency and cost performance.
Translate customer needs into actionable engineering or service requirements.
Support Factory Acceptance Testing (FAT), installation readiness and ramp-up, safety, and system validation.
Coordinate activities across Customer Assurance, R&D, Services, Sales and account teams, and third-party vendors and integrators.
Align teams on short-term containment and long-term solutions, and clarify ownership of integrated solutions between HP and partners.
Engage with engineering, operations, field service engineers, Account/Business Service Managers, and leadership as needed.
Support executive and operational reviews, including agenda input, content preparation, and follow-up.
Ensure customer concerns, commitments, and decisions are documented, communicated, and acted on internally.
Communicate risks, expectations, and timelines clearly and maintain customer confidence during instability, upgrades, or recovery.
Contribute to defining the CPM role within escalation and program-management workflows.
Help establish best practices for escalation handling, program governance, and communication frameworks across the Customer Assurance and Growth organization, PageWide Industrial Business, and customers.