Job Description

Transformation Lead - Operational Processes

-

Lead AI-first transformation of Field & Channel operations, embedding automation, predictive insights, and agentic AI capabilities to deliver scalable efficiency, superior customer experience, and next-generation service models.

• Lead end-to-end transformation of field and customer account management processes using AI, automation, and digital solutions

• Drive continuous improvement initiatives across operations, focusing on cost, productivity, and customer experience

• Identify and implement digital and AI-enabled improvements (e.g., process automation, insights-driven decision-making)

• Partner cross-functionally (Field, Supplier Management, CX, Digital teams) to deliver end-to-end operational outcomes

• Redefine operating models to be simpler, more standardized, and scalable across markets

• Improve supplier and partner performance through structured governance, insights, and performance tracking

Track business impact through defined KPIs (cost-to-serve, SLA adherence, CSAT, efficiency)

Key Outcomes - Increased automation rates and reduced manual interventions

• Measurable improvement in cost-to-serve through AI-led optimization

• Enhanced customer experience (CSAT) via faster, predictive, and proactive support

• Increased adoption of digital and selective AI-driven capabilities

Profile - Strong experience in operational transformation with AI / digital integration focus

• Proven track record of delivering AI or automation-led business outcomes

• Deep understanding of field services, customer support, and supplier ecosystem

• Experience with data-driven decisioning, analytics platforms, or AI-enabled tools

• Ability to drive cross-functional transformation at scale and influence senior stakeholder

Education Recommended
• Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (India)

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"