CSS Program Manager

Description -

Job Summary

Consumer Services & Solutions (CSS) operates fast-paced consumer subscription businesses, including Instant Ink, Instant Paper, and All-In Plan. CSS delivers continuous innovation and experience improvements to strengthen customer outcomes and achieve ambitious business goals.

The Principal CSS Program Manager is a senior individual contributor who provides strategic direction across a portfolio of complex, global programs. The role directs cross-functional and cross-organizational teams and external partners to translate business priorities into integrated go-to-market and customer experience plans, establish operating mechanisms and scorecards, secure executive alignment, and drive execution through measurable outcomes. The Principal anticipates enterprise-level risks and interdependencies, resolves ambiguous business issues, and shapes scalable practices that improve speed, quality, and organizational effectiveness.

This role serves as a trusted partner to senior leaders and as a force multiplier for the broader program management community by influencing decisions across organizational boundaries, advancing thought leadership, and mentoring program managers and partner teams.

Responsibilities

· Direct large, global, cross-functional and cross-organizational teams, including external agencies and partners, in the development and execution of complex CSS programs, go-to-market plans, experience improvements, and supporting budgets.

· Translate CSS strategy into integrated multi-year program roadmaps, clear priorities, decision frameworks, and measurable outcomes across multiple businesses, markets, and customer journeys.

· Own executive-level governance for the assigned portfolio, including operating rhythms, milestone reviews, dependency management, risk escalation, investment trade-offs, and decision tracking.

· Develop and secure senior leadership approval for comprehensive program and GTM plans that align customer needs, business objectives, market opportunities, resource capacity, and financial guardrails.

· Create and manage comprehensive portfolio scorecards and dashboards with metrics, goals, benchmarks, leading indicators, and business insights; use results to drive accountability and course correction.

· Lead closed-loop post-analysis across major launches and marketing programs, synthesize insights across data sources, and ensure lessons learned translate into prioritized actions and repeatable improvements.

· Define customer segmentation, messaging, and experience strategies at global scale, partnering with product, marketing, sales, digital, analytics, operations, engineering, finance, legal, and regional teams to ensure cohesive execution.

· Anticipate and resolve highly complex, ambiguous, or systemic issues that span functions and geographies; develop innovative solutions within established policy and recommend policy or operating-model changes when needed.

· Partner with senior sales, retail, reseller, and account leaders to strengthen strategic relationships, enable commercial readiness, and support growth opportunities.

· Guide development of advanced sales enablement and training materials, ensuring consistency between strategy, value proposition, customer experience, and execution.

· Provide strategic oversight of marketing operations activities, including CRM updates, accrual management, collateral fulfillment, launch readiness, and performance reporting, while driving automation and process simplification.

· Influence without direct authority, build durable alignment among diverse stakeholders, and communicate complex choices, risks, and recommendations in concise executive-level narratives.

· Mentor and coach program managers and cross-functional partners, codify best practices, and raise program management capability across CSS.

Education & Experience Recommended

· Four-year or graduate degree in Marketing, Business Administration, Program Management, or a related discipline, or commensurate work experience and demonstrated competence.

· Typically 10+ years of progressive experience in program management, go-to-market, marketing, sales, channel, customer experience, product, or a related field.

· Demonstrated success leading large-scale, global programs with significant cross-functional complexity, executive visibility, and measurable business or customer impact.

· Experience shaping strategy, managing portfolio-level interdependencies, and influencing senior leaders across organizational boundaries.

Preferred Certifications

NA

Knowledge & Skills

• Enterprise program and portfolio management

• Go-to-market strategy and execution
• Business strategy and planning
• Executive communication and complex storytelling
• Operating model and governance design
• Financial planning and budget stewardship
• Analytics, scorecards, KPIs, and business insights
• Customer segmentation and journey strategy
• Product marketing and value propositions
• Digital marketing and customer relationship management
• New product and service development
• Risk, dependency, and change management
• Agile and hybrid delivery methodologies
• Cross-organizational influence and negotiation
• Thought leadership, coaching, and mentorship

Cross-Org Skills

· Strategic and systems thinking

· Effective executive communication

· Results orientation and accountability

· Customer centricity

· Learning agility and digital fluency

· Inclusive collaboration and stakeholder leadership

· Sound judgment and decision quality

· Talent development and mentorship

Impact & Scope

· Impacts large functions and business outcomes through leadership of large, cross-division, global programs or portfolios.

· Operates with broad autonomy and is accountable for strategic alignment, execution quality, and measurable outcomes across multiple organizations.

· Influences senior management decisions, investment priorities, operating practices, and customer experience direction without relying on direct authority.

· Creates scalable approaches and standards that are adopted beyond the immediate program or team.

Complexity

· Provides highly innovative solutions to complex, ambiguous, and often unprecedented business problems within established policy.

· Balances competing priorities, incomplete information, material dependencies, and global stakeholder needs to recommend clear decisions and paths forward.

· Exercises independent judgment on high-impact issues and escalates with well-developed options, trade-offs, and recommendations.

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. The pay range for this role is $130,700 to $205,200 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)

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.

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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’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal "