Customer Service Project/Program Manager for Video Shorts

HP · Sant Cugat del Vallès

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Description -

The HP Customer Support Video Team is seeking an innovative, customer-focused project manager to lead the strategy, planning, and delivery of short-form video content designed to help customers succeed with HP products. This role is responsible for identifying high-impact content opportunities, managing vendor production resources, driving continuous innovation, and increasing video views, engagement, and subscriber growth through customer-focused video shorts. 

Approximately 90% of this role will focus on YouTube Shorts and short-form customer support content. The remaining 10% will support internal HP video initiatives and stakeholder requests. The successful candidate will demonstrate a growth mindset, embrace continuous learning, and actively seek innovative approaches, tools, and technologies that improve customer engagement and business outcomes.

Key Responsibilities

Customer Support Video Shorts (Primary Focus)

• Own the strategy, planning, prioritization, and delivery of HP Support YouTube Shorts.
• Identify customer support topics, search trends, product questions, and emerging issues that have the potential to drive views, engagement, and subscriber growth.
• Work with stakeholders, category experts, support organizations, and analytics to identify opportunities for new Shorts content.
• Manage communication and expectations with stakeholders throughout the content lifecycle.
• Create and maintain a prioritized roadmap of Shorts opportunities based on customer demand, business priorities, and performance potential.
• Manage external vendors responsible for scripting, video capture, editing, voiceover creation, and post-production.
• Ensure vendor deliverables meet quality, branding, accessibility, and content standards.
• Monitor social, video, AI, and platform trends to identify innovative formats and opportunities.
• Drive continuous innovation by testing new content formats, workflows, technologies, and audience engagement strategies.
• Optimize content strategy for YouTube discovery, AEO, SEO, and audience growth.
• Monitor performance metrics and use data-driven insights to continuously improve content effectiveness.
• Effectively manage budget, resources, timelines, and vendor capacity.
• Ensure every project follows documented processes and meets team quality standards.

Internal Video Projects (Limited Scope)

• Manage communication and expectations for internal HP video requests from other parts of HP.
• Coordinate vendors and resources to support approved internal video and photography projects.
• Help stakeholders access available video production resources, tools, and services.
• Ensure internal projects meet quality expectations while effectively utilizing available budget and resources.

Required Qualifications

• Experience managing content, creative, digital media, video, social media, or related projects.
• Demonstrated ability to manage multiple stakeholders, competing priorities, budgets, and delivery timelines.
• Experience managing vendors, agencies, freelancers, or outsourced service providers.
• Strong project management and organizational skills.
• Strong communication skills, including managing stakeholder expectations and driving alignment across teams.
• Ability to identify customer needs and convert those insights into content opportunities.
• Experience using analytics and performance metrics to guide decisions and improve outcomes.
• Demonstrated continuous learning mindset with a willingness to adapt to changing technologies and customer behaviors.
• Passion for continuous innovation and improving customer experiences through new ideas, tools, and approaches.
• Ability to work within documented processes while proactively identifying opportunities for improvement.
• Understanding of digital content ecosystems, social media trends, YouTube platforms, SEO, or AEO concepts.
• Commitment to delivering future-ready content, including proper metadata, captions, archiving, and scalable content practices.

Preferred Qualifications

• Experience managing video production projects.
• Experience supporting YouTube, social video, digital content, or audience growth initiatives.
• Experience working with AI-enabled content creation or workflow tools.
• Familiarity with video production workflows, scripting, editing, accessibility requirements, captioning, or digital asset management systems.
• Experience working with global teams and vendors.
• Basic video editing experience is desirable but NOT required.

Minimum qualifications:

• Bachelor's degree in Technical Communication, Communications, Business, Project Management, English, Technical Rhetoric, or a related field.
• 5+ years project management experience.
• Experience managing vendors and budgets.
• Experience managing stakeholder expectations.
• Experience developing customer-facing support, training, help, or knowledge content strategies.
• Strong written and verbal communication skills.
• Demonstrated continuous learning mindset and passion for innovation.

Preferred qualifications:

• PMP, CAPM, PMI-ACP, PRINCE2, or equivalent certification.
• CPTC certification or technical communication coursework.
• Video production project management experience.
• YouTube, digital content, SEO, AEO, or social media experience.
• AI certification or demonstrated use of AI tools in business processes.

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.

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.

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

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