Customer Service Project/Program Manager for Video Shorts

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.

Customer Support Video Shorts (Primary Focus)

Internal Video Projects (Limited Scope)

• 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.
• 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.
• 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.
• 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.