Own assigned CS E2E processes, including governance, performance standards, and metrics.
Identify process deviations, control gaps, and risks; lead root-cause analysis and improvement initiatives.
Deliver executive-ready insights on process health, risks, and performance outcomes.
Drive cross-functional alignment across Operations, IT, Finance, and Customer Experience.
Define and lead the AI strategy and multi-year roadmap for BMS.
Design and deploy AI-powered dashboards, root-cause analysis, and early-warning capabilities.
Ensure adoption, governance, and quality of AI-generated operational intelligence.
Influence senior leaders and build AI literacy among BMS users.

Typically 8-10 years of experience in operations, process excellence, or operational transformation within complex, global organizations.
Proven experience owning E2E processes and delivering sustainable, measurable improvements.
Demonstrated ability to influence and drive change across matrixed organizations without formal authority.
Strong track record of delivering tangible operational and business outcomes.
Excellent analytical, problem-solving, and storytelling skills, with the ability to translate complex data into clear insights and actionable recommendations.
Comfortable operating in ambiguous environments and driving alignment across diverse stakeholder groups.
Desirable: deep understanding of CS operational models, including case management and escalation processes.
Desirable: hands-on familiarity with AI platforms, dashboarding tools, and data visualization technologies relevant to operational intelligence (e.g., Power BI, Copilot, or equivalent).

Equal Opportunity Employer (EEO)
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

AI-Driven End-to-End Operations Intelligence Lead

Key skills