HP France

Customer Relations Partner Manager

HP France

full-time

Posted on:

Location Type: Hybrid

Location: Barueri • New Mexico • United States

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Salary

💰 $105,050 - $161,800 per year

About the role

  • The CRT Partner Manager is responsible for the supervision of activities and resources needed to support the day-to-day CRT operations in Americas region (AMS).
  • Ensure 100% of accurate & timely complaints logging and right level of service provided to customers through monitoring of partners’ performance.
  • Monitor partner operations.
  • Manage partner performance according to defined Key Performance Indicator.
  • Drive performance improvement over time.
  • Optimize resources and costs through thorough planning and forecasting.
  • Understanding complaint drivers and promoting prevention.
  • Coaching Partner for continuous improvement and fair resolutions.
  • Control and approve costs of compensation suggested by the partner.
  • Maintain good knowledge of e2e support processes, ensure teams’ process adherence and consistent quality of complaint management, at right cost.
  • Execute data quality checks to ensure consistency and accuracy of reporting, suppliers’ invoices check.
  • Perform KPIs deep dive analysis, address gaps and deviations, plan actions and progress monitoring.
  • Collaborating with CS, Store, and Supply Chain to fix systemic issues.
  • Optimizing complaint handling models and aligning with CS WW.
  • Supporting CS transformation projects to reduce complaint volumes.
  • Driving innovation and mentoring others.
  • Acting as the internal 'voice of the customer.'

Requirements

  • Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
  • Typically has 4-7 years of job-related experience or 2-4 years of management experience, preferably in telephone support, microcomputer industry, or a related field
  • Extensive continuous improvement expertise (LSS knowledge is a plus)
  • Lean Sigma GB Certification
  • Customer facing experience
  • Operations management acumen
  • Experienced in driving a remote diverse team in many countries
  • Post-sales support experience
  • Printing & computing knowledge in both consumer & commercial segments
  • Legal consumer rights knowledge
  • Excellent English language, ability to demonstrate superior verbal and synthetic written communications.
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data quality checksKPI analysiscomplaint managementperformance improvementcost optimizationforecastingoperations managementcontinuous improvementremote team managementpost-sales support
Soft Skills
coachingcollaborationcommunicationmentoringproblem-solvingcustomer advocacyplanningleadershipanalytical thinkingadaptability
Certifications
Lean Sigma GB Certification