Customer Service Program Management

HP•Alpharetta, GA

7d•Onsite

About The Position

This role is responsible for providing analytical, operational, and program management leadership for complex, cross-functional initiatives. The role oversees program tracking, data consolidation, performance reporting, risk management, and stakeholder coordination to ensure programs meet scope, schedule, quality, and business objectives. The role translates complex data into actionable insights, maintains program governance tools, and provides leadership with clear visibility into performance, trends, risks, and gaps. The role works across regional and functional teams to improve execution discipline, establish scalable processes, and support data-driven decision-making. This positioning aligns with the SOW’s emphasis on operational tracking, consolidated data, reporting tools, stakeholder coordination, execution visibility, and scalable regional processes.

Requirements

Four-year or Graduate Degree in Business Analytics, Data Analytics, Business Administration, Operations Management, Information Systems, Computer Science, Engineering, Finance, or another related discipline, or commensurate work experience and demonstrated competence.
Typically has 7–10 years of work experience, preferably in analytical program management, business operations, project management, PMO, data analysis, performance reporting, service operations, supply chain operations, or a related field.
Experience supporting complex, cross-functional, regional, or global programs with multiple stakeholders, deliverables, and dependencies.
Experience translating data into actionable recommendations for business and executive audiences.
Advanced Microsoft Excel
Analytical Program Management
Business Analytics
Business Operations
Business Performance Metrics
Change Management
Data Analysis
Data Consolidation
Data Quality and Validation
Dashboard Development
Executive Reporting
Gantt Charts
Key Performance Indicators
Microsoft Power BI or Comparable Reporting Tools
Microsoft PowerPoint
Microsoft Project
Milestone Management
Operational Reporting
Process Improvement
Program Governance
Program Management
Project Documentation
Project Planning
Project Scoping
Reporting Automation
Risk and Issue Management
Risk Mitigation
Root-Cause Analysis
Stakeholder Management
Strategic Insights
Trend Analysis
English Language Proficiency
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
Analytical Thinking
Attention to Detail
Collaboration
Executive Presence
Organizational Agility

Nice To Haves

Project Management Professional — PMP Certification
Lean Six Sigma Certification
Agile, Scrum, or PMI Agile Certified Practitioner Certification
Microsoft Power BI Data Analyst or comparable analytics certification

Responsibilities

Oversees the analytical and operational execution of large, complex programs spanning multiple teams, functions, districts, or regions.
Develops and maintains integrated program plans, Gantt charts, milestone trackers, dashboards, action logs, and other program governance tools.
Consolidates, validates, and analyzes data from multiple sources to measure program performance and ensure alignment with agreed business definitions.
Establishes key performance indicators, reporting standards, and measurement processes to evaluate progress against program objectives.
Prepares weekly program status reports covering execution progress, accomplishments, risks, issues, dependencies, gaps, and upcoming priorities.
Develops monthly executive summaries that translate program data into clear insights, performance trends, risks, and gaps versus plan.
Identifies emerging performance issues, conducts root-cause analysis, and recommends corrective actions or process improvements.
Maintains program risk, issue, dependency, and decision logs, ensuring risks are properly categorized, assigned, tracked, and escalated within established timelines.
Coordinates with regional, district, operational, and cross-functional stakeholders to drive completion of action items and resolve program delays.
Prioritizes multiple simultaneous workstreams to align resources, schedules, deliverables, and stakeholder expectations.
Facilitates program reviews, working sessions, and leadership updates, documenting decisions, owners, due dates, and follow-up actions.
Ensures reports and analytical outputs are complete, accurate, timely, and supported by validated data.
Creates repeatable reporting processes, templates, and operating mechanisms that improve program scalability, transparency, and execution discipline.
Collaborates with business operations, finance, supply chain, services, sales, and other functional teams to align program activities with business priorities.
Applies advanced analytical and program management knowledge to complex business problems and exercises independent judgment when recommending solutions.
Develops productive internal and external working relationships and may provide mentoring and guidance to analysts, project coordinators, and junior program team members.

Benefits

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