1 month ago

ECE & MEA Customer Support Service Line Manager

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Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Lead end-to-end service performance for HP’s ECE & MEA customer support across country/geo scopes. Drive data-driven insights, governance, and continuous improvement while coordinating with cross-functional teams to meet service levels, customer experience, and efficiency targets in a dynamic regional environment.

Location: Barcelona

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Own end-to-end service performance at country/geo level across contractual, transactional, and channel scope; track CX, sNPS, speed, and operational KPIs weekly and monthly.
•Own SLM performance reporting, run governance cadences, and ensure metrics are linked to root causes and actions.
•Lead cross-functional problem management with Call Center Operations, Supply Chain, Quality, and Field & Channel teams; act as single point of orchestration for performance topics.
•Drive or facilitate Corrective Action Plans for service deviations and support process improvements and transformation initiatives.
•Manage service performance escalations with executive-level storytelling and timely updates to leadership.

Key Requirements

•Strong analytical and data interpretation skills with the ability to consolidate and interpret service data across multiple systems.

Experience:Customer supportEnterprise services

Skills:Analytical thinkingStorytellingCross-functional collaborationTime managementPrioritization

Tech Stack:DashboardsData visualizationAutomationAICopilot

Company Brief

Designs and manufactures personal computers, printers, and related supplies, as well as provides software, services, and solutions for consumers and enterprises worldwide.

Industry: Hardware Devices

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Palo Alto, United States

Founded: 1939

Glassdoor: 3.8

Website LinkedIn

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