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

HP•Houston, TX

21h•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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.
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.
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.
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.
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.

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