Job Description

AI‑Driven End‑to‑End (E2E) Operations Intelligence Lead

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The AI‑Driven End‑to‑End (E2E) Operations Intelligence Lead drives operational excellence across global Customer Support (CS) end‑to‑end processes, acting as enterprise process owner while driving the transformation of the Business Management System (BMS) through AI.

He or she will also lead AI‑driven transformation of the Business Management System (BMS). The position is accountable for identifying deviations, risks, and inefficiencies, and for delivering sustainable improvements with measurable business impact. It also owns the evolution of BMS from descriptive reporting to predictive, diagnostic, and decision‑ready intelligence.

By combining deep operational understanding and strong AI knowledge, in addition of analytical and influencing skills, the role ensures that CS processes are standardized, scalable, well‑controlled, and consistently executed across regions enabling improved efficiency, reduced risk, and better customer outcomes.

Job specifics / responsibilities

• 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.

Key deliverables / accountabilities

• Clear E2E process ownership and governance framework.
• Prioritized deviation and risk landscape with embedded improvements.
• AI‑enabled BMS capabilities delivering faster insights and better decisions.
• Executive‑level performance and value‑realization reporting.
• Demonstrated, sustained improvement in E2E operational outcomes.

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)
• Customer Experience

Experience

• 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).

Education

• Bachelor’s degree required (Business, Engineering, Operations, Analytics, or a related field).
• Certification in continuous improvement methodologies (Lean, Six Sigma, or similar) and/or project management (PMP, Agile) preferred.
• Certification or formal training in AI tools, data analytics, or operational excellence methodologies is a strong advantage.

Sales & Services Entity

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"