Job Summary
• This role is responsible for coordinating across multiple stakeholder groups and acts as a leader and independent contributor to execute on management of change related to system releases for enabling the Digitigal Services portfolio in the end-to-end configure/price/quote systems within HP Inc. for both direct and indirect routes to market. Acts as post-implementation single point of contact for sales users for escalations related to quoting experience, liaising between IT, Software Operations, Sales Operations, Channel Sales and Lead to Cash for resolution of issues.
Responsibilities
• Co-development of Management of Change (MOC) plan for Digitial Services CPQ experience program including setting of timelines, activities and ownership
• Coordination across multiple stakeholder groups to ensure activity planning and execution related to MOC including, but not limited to:
- Content contribution collected, created, formatted and signoff
- Training material development (may include Powerpoint creation, video/demo creation, SABA training coordination)
- Communications content and development (email, video)
- Coordinating communication and training signoff and publishing through standard processes
• Plans, oversees and manages production pilot testing, acceptance and execution with prioritized Channel sales and Direct sales team members, in coordination with IT release management and testing
- Coordinates with sales leaders the selection of participants for pilot
- Coordinates with the test lead the setup of pilot test cases and test data
- Coordinates pilot scenarios that meet sales and business expectations
- Oversees pilot progress and results
- Coordinates resolution of negative findings / enhancements / defects with test lead and IT
• Acts to govern and manage escalations post-implementation across Direct Sales and Channel Sales, liaising with IT and business on resolution
- Acts as single point of contact for escalations on sales and partner experience related to CPQ experience
- Governs escalations to resolution
- Tracks escalations as a KPI (key performance indicator) and coordinates timely resolution across stakeholder groups
• Manages roadmap of feature/enhancement requests with IT for continuously improved CPQ experience
- Manages continuous improvement roadmap with IT for features enhancements
- Oversees long term release management representing business priorities
• Designs the feature enhancement of key processes and capabilities, ensuring that they are aligned with the overall business architecture and long-term vision.
• Collaborates with various departments and business units to ensure that processes and capabilities are integrated seamlessly into the broader organization.
• Utilizes data analytics and modeling techniques to identify trends, patterns, and opportunities for experience improvement and revenue enhancement.
• Monitors performance metrics and KPIs for processes and capabilities and provides insights for improvement.
• Utilizes standard project management and quality improvement methodologies in process improvement approaches.
• Identifies risks associated with process changes and capabilities, ensuring business continuity and compliance with regulatory requirements.
• Provides guidance and mentorship to junior team members, helping them develop their skills and expertise.
• Ensures that all processes and capabilities are aligned with the strategic objectives and adapt to changing business needs.
Education & Experience Recommended
• Four-year or Graduate Degree in IT, Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 5 -12 years of work experience, preferably in business operations, business process improvement, change management, or a related field or an advanced degree with 5+ years of work experience.
Preferred Certifications
• Certified Sales Operations Professional (CSOP)
• ITIL
Applicable Knowledge & Skills
• Change Management
• Training and Communications
• Test Rail a plus
• Systems Testing
• Knowledge of HP Inc. systems a plus
• SAP or SAP S4 systems a plus
• System Development Lifecycle
• Agile Methodology
• Auditing
• Automation
• Business / Sales Operations
• Business Process
• Business Requirements
• Continuous Improvement Process
• Data Analysis
• Finance
• Key Performance Indicators (KPIs)
• Lean Manufacturing
• Lean Six Sigma
• Process Improvement
• Project Management
• Six Sigma Methodology
• Supply Chain
• Workflow Management
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
Complexity
• Responds to moderately complex issues within established guidelines.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.