What Success Looks Like** + Measurable improvements in **customer reliability, confidence, and satisfaction** + Reduced repeat incidents and escalations through **systemic issue elimination** + Faster resolution of complex issues and improved support scalability + Strong alignment between Support, Sales, and Product around shared customer outcomes + A culture of technical excellence, accountability, and continuous improvement **Required Qualifications** + 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 **Preferred Qualifications** + Experience in **enterprise hardware, software, or IT services** + Familiarity with **AI-driven diagnostics, self-healing systems, or telemetry-based support** + Background in **customer assurance, reliability engineering, or service quality transformation** + Experience operating in matrixed, global organizations **Why This Role Matters** This role is central to HP's ambition to be the **most trusted IT partner in the industry** .