Care Pack Concierge – Operations Analyst at HP · Heredia

Care Pack Concierge – Operations Analyst

Description -

Role Summary

The Care Pack Concierge – Operations Analyst acts as a critical operational interface between HP, channel partners, and distributors for HP Care Pack quote‑to‑order‑to‑registration processes. The role focuses on driving operational excellence, reducing unregistered Care Pack backlog, resolving escalations, and improving partner experience through structured analytics, process simplification, and SLA‑driven execution.

Key Responsibilities

1. Channel & Partner Operations Support

• Serve as the single point of contact for Focus Distributors and Channel Partners for all HP Care Pack registration and operational issues/escalations.
• Respond to inbound partner inquiries (email/cases) within defined SLAs (≤12 hours)
• Provide guidance on Care Pack part number compatibility, ordering, and registration exceptions
• Support Concierge scope across AMS / EMEA including distributor, reseller, and HP sales inquiries where applicable

2. Care Pack Registration & Backlog Management

• Drive structured action plans with distributors to reduce unregistered Care Pack backlog
• Track, analyze, and report registration progress, backlog trends, and root causes
• Partner with regional Care Pack Operations and HP Business teams to resolve systemic issues
• Reduce escalations above regional level by proactive intervention

3. Process Excellence & Continuous Improvement

• Simplify, document, and standardize the Care Pack Quote‑to‑Order‑to‑Registration process
• Identify operational gaps, control failures, and inefficiencies; recommend corrective actions
• Support improvements to third‑party (TP) services onboarding in collaboration with partners and internal stakeholders
• Contribute to process governance, audit readiness, and compliance requirements

4. Metrics, Analytics & Reporting

• Maintain Concierge operational dashboards and balanced scorecards
• Track KPIs such as:
  • SLA adherence
  • Backlog reduction
  • Escalation reduction
  • TP onboarding effectiveness
• Prepare weekly/monthly operational reports for HP leadership and regional stakeholders

Key Stakeholders

• Focus Distributors & Channel Partners
• HP Care Pack Operations & Business Teams
• Regional Sales / Channel Managers
• Third‑Party Service Providers
• CXE – CO&C Leadership

Qualifications & Skills

Required

• Bachelor’s degree in Business, Operations, Supply Chain, or related field
• 3–6 years of experience in operations, order management, service operations, or contract support
• Strong understanding of quote‑to‑order / registration workflows
• Proven ability to manage high‑volume partner interactions and operational escalations
• Strong analytical skills with experience in Excel / reporting / KPI tracking
• Excellent written and verbal communication skills

Preferred

• Experience supporting Care Pack, warranty, entitlement, or services operations
• Exposure to channel / distributor‑led business models
• Familiarity with process improvement, RCA, and operational governance
• Experience working in a global, multi‑region operating model (AMS/EMEA)

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 -

Sales Operations

Schedule -

Full time

Shift -

No shift premium (Costa Rica)

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"