End-to-End Operational Performance Lead

End-to-End Operational Performance Lead

Description -

The E2E Operational Performance Lead is the enterprise owner of the Business Management System (BMS) across HP Customer Support (CS), accountable for enabling disciplined governance, prioritization, and execution of strategic and operational priorities.

This role defines and runs the BMS operating model, ensuring the right forums, insights, and executive communications are in place to drive end‑to‑end (E2E) performance transparency, accountability, and decision‑making. By translating complex operational signals into clear, outcome‑focused narratives, the role enables leaders to focus on what matters most and to act decisively across a global, multi‑functional environment.

Through strong orchestration of operating cadence, governance mechanisms, and executive engagement, the E2E Operational Performance Lead plays a critical role in aligning strategy to execution and driving sustained operational excellence across CS.

Job specifics / responsibilities

BMS ownership & operating cadence leadership

• Own and continuously evolve the CS E2E global BMS, defining and maintaining its operating model, governance framework, and execution cadence. Ensure disciplined preparation, focused discussions, and outcome‑driven forums across all BMS touchpoints.

• Enable effective enterprise‑level governance by structuring prioritization, trade‑off, and risk discussions that support timely, high‑quality decision‑making. Drive consistent follow‑through by embedding clear accountability, action tracking, and closed‑loop execution within the BMS.

• Serve as the single point of accountability for the BMS across CS, ensuring alignment, consistency, and effectiveness at scale.

Cross‑functional alignment & continuous improvement

• Drive alignment across global CS functions through a common BMS framework connecting strategy, priorities, and execution.

• Proactively identify opportunities to simplify and strengthen governance, cadence, and decision flows.

• Lead continuous improvement of BMS effectiveness as business needs evolve.

Executive insights & communication

• Translate complex operational inputs into clear, concise, executive‑ready narratives that support confident decision‑making.

• Own the structure, quality, and consistency of executive performance materials, with a strong focus on outcomes and actions.

• Serve as a trusted thought partner to senior leadership, proactively surfacing themes, risks, and opportunities requiring executive attention.

Key deliverables / accountabilities

• A clearly defined and continuously evolving enterprise BMS operating model, establishing standards for governance, cadence, and execution.

• Executive‑ready performance narratives and materials that clearly articulate priorities, risks, decisions required, and progress.

• Embedded decision governance and follow‑through mechanisms reinforcing accountability across the organization.

• Continuous improvement of BMS effectiveness, driving simplification, clarity, and maturity over time.

Working relationships

Internal

• Customer Support Operations (CSO)

• Field & Channel (F&C)

• Service Supply Chain (SSC)

• Customer Care Center (CCC)

• Digital Transformation (DT)

• Managed Services Delivery (MSD)

Experience

• 8-10 years of relevant experience in operational performance management, business management systems, strategy execution, or complex enterprise operating environments.

• Demonstrated experience designing and owning operating cadence, governance frameworks, and decision forums at enterprise or multi‑functional level.

• Strong capability in data storytelling, action prioritization, and translating insights into clear decisions and execution focus.

• Proven ability to manage complex cross‑functional stakeholder environments, driving alignment and resolving conflict without direct authority.

• Track record of clear, confident executive communication, including preparation of decision‑ready materials and senior leadership support.

• Experience operating in global, matrixed organizations, influencing across functions, regions, and seniority levels.

Education

• Bachelor’s degree required (Business, Economics, Engineering, Analytics, or related field).

Sales & Services Entity

The pay range for this role is $105.050 to $161.800 USD annually with additional
opportunities for pay in the form of bonus and/or equity (applies to United
States of America candidates only). Pay varies by work location, job-related
knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

 * Health insurance
 * Dental insurance
 * Vision insurance
 * Long term/short term disability insurance
 * Employee assistance program
 * Flexible spending account
 * Life insurance
 * Generous time off policies, including;
 * 4-12 weeks fully paid parental leave based on tenure
 * 11 paid holidays
 * Additional flexible paid vacation and sick leave (US benefits overview
   [https://hpbenefits.ce.alight.com/])

The compensation and benefits information is accurate as of the date of this
posting. The Company reserves the right to modify this information at any time,
with or without notice, subject to applicable law.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Spain)

Travel -

Relocation -

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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"