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. 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. …