CX Social Listening Program Manager

CX Social Listening Program Manager

Description -

We are looking for a strategic and technically proficient Social Listening Program Manager to lead the development, governance, and evolution of HP’s global social listening capabilities in the Customer Experience organization. This role will work cross-functionally to align social listening efforts with organizational priorities and deliver impactful insights.

This role is responsible for overseeing the delivery of very large, complex internal projects, which often span multiple regions, and involve high risk, ensuring adherence to established standards and protocols. The role manages project finances, develops project plans and leads multiple projects with a focus on scope, cost, quality, communication, and issue resolution. The role maintains relationships with upper-level stakeholders, coordinates between product management and engineering teams and provides recommendations for departmental or process improvements. The role also engages in mentoring and guiding lower-level employees, thereby ensuring continuous individual as well as team development.

Responsibilities

• Cross-Functional Collaboration
  Partner with stakeholders across HP's Business Units—including Customer Experience, Privacy, Consumer & Commercial BU’s (Quality, Category, GTM, Product, etc.)—to ensure alignment between business goals and the social listening program strategy.

• Governance and Program Management
  Own the governance of the social listening program, including data quality, taxonomy management, tagging consistency, and compliance with brand, legal, and privacy standards. Navigate challenges and collaborate with internal and external partners to maintain program agility and integrity.

• Insights, Reporting, and Thought Leadership
  Develop executive-level reports and presentations using social listening insights. Leverage data visualization and storytelling to communicate shifts in audience perception, brand health, and competitive landscape. Stay ahead of trends in analytics and AI to evolve the program direction, articulating both opportunities and constraints clearly to stakeholders.

• Analytics and Critical Thinking
  Demonstrate deep analytical acumen and a critical lens toward AI/analytics applications in unstructured data. Drive intelligent risk management, stakeholder education, and innovation by engaging partners such as Sprinklr and Deloitte.

• Platform Ownership (Preferred: Sprinklr)
  Lead configuration and ongoing administration of the Sprinklr platform—including role/user management, product catalog maintenance, taxonomy development, and dashboard optimization. Collaborate with Sprinklr Success and Engineering teams to resolve technical issues, tune AI models, and enhance platform functionality through structured feedback and escalation management.

• Oversees the delivery of internal projects, typically encompassing very large scale and complex projects, spanning single or multiple regions, presenting a very high level of associated risk.
• Manages project financials, consistently meeting or surpassing approved budgets, and ensures the provision of dependable financial forecasts to the management.
• Maintains and nurtures relationships with stakeholders belonging to the upper levels within the organization.
• Provides recommendations/consultation to management on areas for departmental or implementation process improvements.
• Determines the frequency and content of status reports from the project team, analyzes results, and troubleshoots problem areas.
• Coordinates between product management, who define requirements, and engineering, who are responsible for implementation.
• Develops project plans, estimations, specifications, flowcharts, and presentations.
• Leads and manages multiple projects by handling scope, cost, quality, communication, root cause analysis, and escalation management.
• Contributes innovative ideas and may lead large cross-functional teams, exercising independent judgment to solve unique and complex problems impacting the business.
• Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.

Education & Experience Recommended
• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 10+ years of work experience, preferably in project management, HP Services business units and with global projects, or a related field.

Preferred Certifications
• Project Management Professional (PMP)

Knowledge & Skills
• Accounting
• Agile Methodology
• Auditing
• Billing
• Change Management
• Customer Relationship Management
• Data Analysis
• Finance
• Key Performance Indicators (KPIs)
• Marketing
• Microsoft Project
• Milestones (Project Management)
• Process Improvement
• Procurement
• Project Documentation
• Project Implementation
• Project Management
• Project Schedules
• Risk Management
• Subcontracting

The base pay range for this role is $115,850 to $178,400 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US 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.

Job -

Business Planning

Schedule -

Full time

Shift -

Shift 1, 0% premium (United States of America)

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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement