Microsoft Corporation Senior Program Manager in Fargo, North Dakota
The CSS Office 365 Support Team is seeking a proactive and self-driven Senior Program Manager to define, lead and implement large O365 service/product launches and improvements programs to the end-end support experience that will result in faster time to resolution and increased customer satisfaction. Your work will directly impact the support experience for commercial Office 365 customers worldwide.
This position is responsible for leading and landing large, complex service/product launches for O365 and for identifying and prioritizing improvement opportunities and support experience changes. This includes securing stakeholder approvals and commitments, defining implementation plans, and executing with support delivery, engineering, and marketing teams. The scope is inclusive of people, process, and tools, and ways to improve the experience across the support lifecycle, and drive increased satisfaction and profitability. This position owns defining success targets for launches and programs, and managing the ROB and action plans with stakeholders.
We are looking for a strong senior support planner with support expertise, business process and technical acumen who can work effectively across global support delivery, engineering, serviceability, program management, marketing, and tools teams to land new launches and improvements to support processes and capabilities that result in a better Office 365 support experience. Priority focus will be on leading and managing CPE improvement plans and top launches with the global support operations. The successful candidate has strong collaboration skills and proven ability to build and lead cross-functional virtual teams, and develop deep partnerships with stakeholders.
The ability to analyze and define complex data sets and BI, and use that to drive priorities and plan definition, is required. The ability to quickly ramp up on new technologies and understand / assess the impact to the customer and support experience is also required.
Own program management for assigned projects and programs that can span commercial Office 365 (Business, Enterprise, Government, and Education plans).
Drive cross team collaborative planning for programs and launches across the O365 stakeholder ecosystem.
Lead virtual team of global representatives for the O365 support experience initiatives and launch activities. Partner deeply with global support functions and delivery teams to land change
Drive decisions and execute both individually and by leveraging the capabilities of managers, peers and/or partners.
Lead executive deep dives on program and launch status, risks, mitigation plans and results. Frequently present to executive audiences.
Create and publish regular status comms and flash reports to stakeholder audience.
Monitor and manage KPI performance to targets, identify and drive improvements to the O365 support experience.
Work with stakeholder teams to track, prioritize, and drive resolutions to issues including those that are new/emerging or on OneList.
The ideal candidate has a strong background in support planning and/or program and project management, excellent executive presence and communication skills, plus experience working with customers in a support operations and/or services role. Candidate should be a strong leader with experience managing large cross-group programs as well as directing large, virtual teams; must be comfortable dealing with ambiguity, being flexible in the face of change, and working independently. The candidate must be a self-starter, self-directed, individual who works well in a remote setting, demonstrates facilitation skills and has experience working with international teams. The ideal candidate will have a demonstrated track record of success as a leader with outstanding collaboration skills across various departments to achieve mutual success.
5+ years' experience in a support or services related role with strong understanding of commercial customer support needs
Proven executive communication skills and ability to effectively influence at the executive level
Demonstrated ability to lead large, global and diverse virtual teams to deliver results Demonstrated collaboration and negotiation skills that result in positive outcomes for multiple stakeholders
Office 365 or other Microsoft Online Services experience preferred.
Ability to identify opportunities / gaps in the customer experience and partner with teams to develop improved processes, tools, and technology solutions.
Strong understanding of the Microsoft Product Group and the product development life cycle.
Skills in problem resolution, team building, dealing with ambiguity, establishment of effective processes, tracking results and support systems.
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at https://careers.microsoft.com/us/en/accommodationrequest .
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