Customer Service Project/Program Manager for Video Shorts

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.

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.