Manager, Personal Systems ATS, CA Engineering

. Define and own the Personal Systems customer assurance strategy for Customer Support, ensuring consistent, high‑confidence customer outcomes.

Posted 5/1/2026full-timeSpring • Texas, Washington • 🇺🇸 United StatesSeniorLead💰 $130,700 - $205,200 per yearWebsite

About the role

Key responsibilities & impact

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.
Drive faster time‑to‑resolution through deep technical expertise, cross‑functional escalation models, and AI‑assisted diagnostics.
Build proactive customer assurance programs that identify risk, prevent repeat incidents, and protect critical customer environments.
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.
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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

customer assurance strategyroot-cause analysisAI-assisted diagnosticsautomationtelemetryquality assuranceadvanced support workflowstechnical escalation modelsdata-driven insightscross-functional transformation

Soft Skills

leadershipexecutive communicationstakeholder influencecustomer experienceproblem-solvingrisk managementstrategic thinkingcollaborationadaptabilityemotional intelligence