(Hh120) - Customer Assurance Supplies Product Manager

Customer Assurance Supplies Product ManagerWhat a Customer Assurance Supplies Product Manager does at HP:Be the customer champion for the assigned product(s)/solution(s).Influence supplies growth and build up business and technical acumen.You will be our primary customer advocate for assigned supplies products, with the overall goal to achieve an optimal balance between delivering a market leading customer experience and a key stakeholder in our drive for quality products.Primary interface with the customer support organizations and takes ownership to represent customers/support requirements into the product development community during NPI and through the printer's different launch phases.Accountable for the warranty performance of the product line under you.Overall, there are opportunities within the team to expose yourself on; exposure to Inkjet products and customer lifecycles (PDP and Customer experience roadmap), from pre-DO through product obsolescence, with the primary emphasis being on the Install, Learn, Use, Support areas of the lifecycle.Own and be accountable for Customer Assurance PDP deliverables as defined for product(s) assigned, ensure 100% completion and delivery of all PDP items (key areas include: Customer-Centered Product Needs, Support Strategy, Content & Messaging, Product Set-Up, Returns).Track, monitor, and review regularly progress against CA PDP deliverables with key CA stakeholders, and solicit formal signoff of deliverables completion at PDP checkpoints with CA management.Actively participate as a member of the program development team, forge partnerships with R&D;, Manufacturing, Printer teams, and support partners. Drive product and customer experience improvements to ensure a differentiated product and support experience is delivered.Track, monitor, and report on product/customer experience performance of in-market products in partnership with CA support and warranty analysts. Enact appropriate problem-solving and project management approaches to contain and resolve issues quickly and thoroughly.Recommend solutions that optimize/balance warranty costs with appropriate product/customer experience needs, advocate for decisions that meet these objectives.Escalation Communication and Management - take ownership of escalated customer issues from call center, onsite, marketing centers, printer partners, SIE, etc. to quickly implement effective solutions.Lead/facilitate formal escalation team efforts as needed and manage smooth transition to appropriate short and long-term owners.Engage in active communication of customer feedback/issue severity and incidence until the issue is fully understood and adequately addressed.Help investigation teams to attain quick assessment, fix/no fix decisions, and resolution.
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