Print CSS Solution Ops Manager

HP • Vancouver, WA

7d

About The Position

It is an exciting time to join the Consumer Print Services and Solutions (CSS) organization at HP. If you enjoy being part of large scale subscription business model, building up processes and operations to foster and serve direct relationships with consumers, this role will offer you the chance to be part of a strategic company priority. HP is hiring a CSS Solutions Operations Manager to support and scale our Consumer Subscription services worldwide , including Instant Services (Instant Ink, Instant Paper) and HP All‑In Plan (AIP / PaaS) . This role sits within the Customer Service & Solutions (CSS) organization and represents the operations and service enablement function across subscription‑based business models. We are looking for a highly experienced individual with strong operational, technical, and cross‑functional leadership skills to help maintain, scale, and continuously improve service quality, customer experience, and operational efficiency as these businesses grow. In this role, you will act as a single Solutions Operations owner across Instant Services and AIP , partnering with Product, Engineering, IT, Supply Chain, Marketing, Business Intelligence, and Customer Support teams. You will represent the customer and operations voice as we launch new services, introduce enhancements, respond to complex incidents, and evolve end‑to‑end service delivery capabilities. You will be expected to operate comfortably in a fast‑paced, evolving subscription ecosystem , combining deep systems knowledge, operational rigor, and strong program leadership to drive outcomes across service delivery, retention, cost, and customer satisfaction. HP is placing a high-priority on our subscription business and we’re counting on a successful customer experience, low churn and efficiencies as we scale our business. Come join us, and grow with us.

Requirements

• BA/BS in engineering, computer science, management information systems or equivalent experience.
• 10+ years experience in systems engineering, IT systems, or DevOps role.
• 3+ years experience in a customer support role
• Experience supporting systems within a services business (e.g., Managed Services, IT services)
• Experience with managed services and supporting infrastructure.
• Demonstrable history of working with IT in complex systems.
• Zealous approach to problem solving, forensics skills, root cause analysis, and able to drive issues to quick resolution.
• Background in process creation and enhancement.
• Maintain technical files and data reports.
• Strong collaboration and interpersonal skills and ability to influence constructively across functions, work successfully with virtual teams, across WW time zones.
• Strong analytical skills: Knowledge of databases, PowerBI, Datadog (or Splunk), or similar platform and tools.
• Familiar with support ticket environment, well versed in the use of incident management tools such as Jira
• Ability to work in fast-paced environments.

Nice To Haves

• Desired: 5+ years experience in project management, PMP certification a plus
• Experience in DevOps environment preferred.
• Able to anticipate problems from a systemic perspective, gather data insights to influence cross functionally to prevent recurrence.
• Excellent project management skills.
• Highly organized, able to manage multiple issues, and own their resolution.
• Strong communication skills: ability to communicate technical issues intelligibly, in written/oral form, to colleagues and customers with varied technical backgrounds.
• Working knowledge of SQL (and SQL queries) a plus.
• Desired: Advanced AI skill to drive process improvement, efficiency

Responsibilities

• Represent CSS Solutions Operations across Instant Services and AIP (PaaS) , acting as a subject‑matter expert for end‑to‑end service delivery.
• Lead and/or contribute to the resolution of complex technical issues (levels 4 escalations) that primarily impact Account Management (front end and back end). This includes aspects like enrollment, dashboard, subscriptions, RTP, firmware, connectivity, page counters and telemetry.
• Diagnose, triage, and qualify defects; coordinate root cause analysis and track issues through resolution in partnership with Engineering, IT, and Quality teams.
• Define and implement business processes supporting service delivery across the subscription lifecycle.
• Create and maintain business rules , alert logics, and operational controls to proactively detect and mitigate service issues.
• Develop and leverage operational dashboards and monitoring tools to assess service health, customer impact, and performance trends.
• Enable delivery against key performance indicators, including customer retention, NPS, service quality, and cost targets .
• Conduct retrospectives and drive continuous improvement to prevent issue recurrence and improve scalability.
• Leverage domain expertise, business acumen, and data‑driven insights to influence executive and cross‑functional decision‑making .

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees