3DaaS Program Manager – Business Operations and Process Management

Description -

Job Summary

Lead the business operations and process management of the worldwide 3DaaS program within HP Additive Manufacturing Business Operations. Ensure consistent execution across regions, accurate billing, effective partner compensation, and coordinated customer support. Drive process improvement and automation to support program growth and new product readiness.

Process management responsibilities

• Manage the end-to-end operating processes supporting 3DaaS, including contract administration, renewals, entitlements, supplies replenishment, invoicing, and customer compensation.
• Define responsibilities and handoffs across Customer Success Managers, Service Operations Managers, the Contract Admin Team, Contract Management Operations, and regional stakeholders.
• Oversee the monthly invoicing workflow, from consumption and billing information in Starfleet through invoice requests, creation, customer delivery, and completion of tracking records.
• Identify billing discrepancies, missing or duplicate invoices, entitlement overlaps, and contract setup issues; coordinate investigation and corrective action.
• Govern customer compensation workflows, ensuring appropriate case assessment, CPQ approval, communication, and application of approved credits in the subsequent billing cycle.
• Maintain process documentation, operational controls, escalation paths, and continuity arrangements.

Business management responsibilities

• Coordinate worldwide program execution across AMS, EMEA, and APJ, aligning regional teams on priorities, responsibilities, and operational issues.
• Monitor renewal and entitlement progress, highlight gaps against targets, and follow up with accountable teams.
• Manage the operational partner compensation cycle, including calculation validation, regional coordination, payment follow-up, and the transition from quarterly to monthly compensation.
• Work with Finance and billing teams to reconcile expected business activity, invoices, and recognized revenue, investigating timing differences and unexplained fluctuations.
• Coordinate resolution of customer and partner issues involving supplies, billing, credits, and service coverage.
• Provide management with operational reporting, risk visibility, and recommended improvement actions.

Transformation and program development

• Lead the 3DaaS automation initiative supporting the MJF 1200 program, covering replenishment, delivery, invoicing, and end-to-end operational readiness.
• Define business requirements for integration between Starfleet and BRIM invoicing, reducing manual requests and repeated data handling.
• Improve customer and partner visibility into program activity and support clearer program guidance for sales and resellers.
• Lead invoicing accuracy and revenue reconciliation improvements, including documented data sources, validation rules, exception handling, and automated checks.
• Coordinate readiness testing, process qualification, and operational issue resolution during system migrations and program changes.

Key working relationships

Regional Business Operations leaders; Customer Success and Service Operations teams; Contract Administration and Contract Management Operations; Finance; Services Category; partner operations; and systems, data, and automation teams.

Capabilities required

Cross-functional program management; subscription and contractual operations; process design and continuous improvement; billing and financial reconciliation; data analysis and reporting; stakeholder coordination; and change management.

Measures of success

Invoice accuracy and timeliness; reduction in billing discrepancies and manual effort; timely partner compensation; renewal and entitlement completion; escalation resolution; and operational readiness for new offerings and system changes.

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Equal Opportunity Employer (EEO)-

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