Senior Manager, APJ Print Advance Technical Support & Customer Assurance
Description -
Job Summary
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Job Summary
This leader will play a pivotal role in transforming ATS & CA support operations from reactive issue resolution to proactive, predictive, and outcome-driven customer support. The role is accountable for reducing end-to-end turnaround time for technical escalations, driving closure of aging cases, ensuring effective management of executive and business-critical escalations, and enabling scale through automation, AI, and knowledge-driven capabilities. Success requires solid cross-functional leadership across Customer Support, Product Quality, Engineering, Supply Chain, and Business Units to deliver timely customer outcomes and protect HP's reputation with strategic customers.

Responsibilities
Transformation & Innovation
- Drive transformation of APJ Print support operations through AI, automation, analytics, and knowledge management capabilities to improve support effectiveness, scalability, and customer experience.




- Champion adoption of proactive and predictive support models that prevent customer issues and improve service outcomes.
- Leverage operational insights to identify opportunities to reduce end-to-end technical escalation turnaround time (TAT), eliminate repeat escalations, and improve case resolution effectiveness.
- Lead continuous improvement initiatives focused on reducing aged escalation cases and improving overall customer support performance.
- Drive operational excellence through standardization of processes, governance, and performance metrics across the APJ region.

Leadership & Collaboration
- Lead and develop a highly skilled and geographically distributed team of Advanced Technical Support and Customer Assurance professionals across APJ.
- Foster a culture of customer advocacy, accountability, technical excellence, and continuous improvement.
- Serve as a trusted partner to Customer Support, Sales, Product Quality, Supply Chain, a

📌 Senior Manager, APJ Print Advance Technical Support (Bengaluru)
🏢 Hp
📍 Bengaluru