Customer Engagement Manager

Customer Engagement Manager

Description -

MAIN RESPONSIBILITIES:

The Sales Operations organization manages critical business processes ranging from sales and partner inventory data collection to financial compensation processes, directly supporting revenue generation and profitability. 

The Retail Analyst – LATAM is responsible for managing and optimizing retail claim, dispute, and compensation processes across the LATAM region, with a strong focus on cycle-time reduction, dispute mitigation, and process transparency.
Key responsibilities include:
    Own and manage delayed LATAM retail claims by actively monitoring all claims exceeding 30 days from program end, initiating follow ups based on delayed PAOM files received from BO.
    Reduce LATAM claim processing cycle time by monitoring, actioning, and escalating delays related to: 
•    EDI transmissions
•    Calendar execution
•    Calculations (BO, PAOM, Sales)
    Primary owner of the delay management process, removing operational dependency on KAM, Category, and Finance teams and allowing focus on systemic issues rather than individual claim execution.
    Monitor LATAM disputes on a weekly basis, managing all disputes >0 days and actively reducing disputes aged >60 days (objective of reducing average aged dispute exposure from approximately $700K to below $500K.).
    Trace disputes back to originating programs, invoices, and calculation dependencies, identifying and escalating root causes such as processing holds or data gaps.
    Coordinate closely with C&C to obtain full dispute breakdowns and ensure alignment on prioritization and resolution paths.
    Provide transparency and clear reporting to partners and internal stakeholders on claim status, disputes, and financial outcomes.
    Supervise and organize operational review sessions with key stakeholders to review current issues and resolution status.
    Schedule and lead bi weekly operational calls with BO, P AOM, Retail Analysts, and leadership.
    Troubleshoot technical and macro related issues impacting calendars or claim processing workflows.
    Coordinate daily with operational teams to resolve exceptions, denials of payment, and claim or dispute discrepancies.
    Provide regional process expertise, contributing LATAM specific insights to improve global process design and effectiveness.
    Continuously collaborate with operational and business partners to identify opportunities for process improvements, new functionalities, and operational efficiencies.    The Sales Operations organization manages critical business processes ranging from sales and partner inventory data collection to financial compensation processes, directly supporting revenue generation and profitability.
The Retail Analyst – LATAM is responsible for managing and optimizing retail claim, dispute, and compensation processes across the LATAM region, with a strong focus on cycle-time reduction, dispute mitigation, and process transparency.
Key responsibilities include:
•    Own and manage delayed LATAM retail claims by actively monitoring all claims exceeding 30 days from program end, initiating follow ups based on delayed PAOM files received from BO.
•    Reduce LATAM claim processing cycle time by monitoring, actioning, and escalating delays related to: 
o    EDI transmissions
o    Calendar execution
o    Calculations (BO, PAOM, Sales)
•    Act as the primary owner of the delay management process, removing operational dependency on FO teams and allowing focus on systemic issues rather than individual claim execution.
•    Monitor LATAM disputes on a weekly basis, managing all disputes >30 days and actively driving resolution to reduce disputes aged >60 days.
•    Mitigate aged disputes with the objective of reducing average aged dispute exposure from approximately $700K to below $500K.
•    Trace disputes back to originating programs, invoices, and calculation dependencies, identifying and escalating root causes such as processing holds or data gaps.
•    Serve as the first escalation point for LATAM partners related to financial disputes and data collection issues.
•    Coordinate closely with C&C to obtain full dispute breakdowns and ensure alignment on prioritization and resolution paths.
•    Provide transparency and clear reporting to partners and internal stakeholders on claim status, disputes, and financial outcomes.
•    Supervise and organize regular operational review sessions with key stakeholders to review current issues and resolution status.
•    Schedule and lead bi weekly operational calls with BO, P AOM, Retail Analysts, and leadership.
•    Troubleshoot technical and macro related issues impacting calendars or claim processing workflows.
•    Coordinate daily with operational teams to resolve exceptions, denials of payment, and claim or dispute discrepancies.
•    Provide regional process expertise, contributing LATAM specific insights to improve global process design and effectiveness.
•    Continuously collaborate with operational and business partners to identify opportunities for process improvements, new functionalities, and operational efficiencies.
    

OTHER RESPONSIBILITIES:

    Comply with HP Inc. occupational health and safety (OHS) regulations and applicable legislation. 
    Perform duties in accordance with training, internal guidelines, and management instructions to ensure a safe working environment. 
    Participate in required OHS trainings and medical examinations. 
    Promptly report any safety risks, incidents, or deficiencies related to workplace safety or fire prevention. 
    Support environmental responsibility initiatives by preventing or minimizing environmental impact. 
    Cooperate with HP management and OHS specialists as required to ensure compliance with safety standards and inspections.

JOB REQUIREMENTS:
    University degree, preferably in economics, business, finance, operations, or a technical field, or equivalent relevant experience. 
    Advanced proficiency in English, Spanish, and Portuguese. 
    Strong knowledge and hands on experience with Microsoft Office, particularly Excel. 
    Minimum 2 years of experience in operations, sales operations, clearing, business analysis, or financial analysis. 
    Experience working with financial claims, disputes, compensation processes, or partner programs in a regional or global environment is preferred
    
NECESSARY SKILLS:

    Strong analytical, diagnostic, and problem solving skills. 
    Ability to manage and prioritize multiple workflows with strict deadlines. 
    Excellent verbal and written communication skills, with the ability to adapt messaging to different stakeholders. 
    Confidence interacting with multiple levels of management and external partners. 
    Strong relationship building skills in a multicultural, global environment. 
    High attention to detail, quality, and data accuracy. 
    Results driven mindset with a focus on cycle time reduction and issue resolution. 
    Ability to work independently with high ownership and accountability. 
    Resilience and adaptability in a fast changing, pressure driven environment. 
    Positive attitude, strong motivation, and continuous improvement mindset.

Job -

Sales Operations

Schedule -

Full time

Shift -

First Shift (Mexico)

Travel -

No

Relocation -

No

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"