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Microsoft Corporation Principal Program Manager in Redmond, Washington

Microsoft Office and Windows empower millions of organizations and (literally) billions of individuals every day to achieve more.

Microsoft 365 is a key part of the company’s cloud strategy and the overall mission of empowering people and organizations to achieve more. According to Satya Nadella, Microsoft 365 is a fundamental departure in how we think about product creation and, in a subscription-based world, customer satisfaction is paramount: Our customers deserve and expect high satisfaction from the service and we, at EXPERIENCES + DEVICES division (E+D), are taking bold steps to deliver to this standard.

As part of the customer journey to the cloud there are times when customers need help from Microsoft and that’s when our team steps in to make sure the customer support experience is best in class. Our team is responsible for the support ecosystem starting from the Microsoft admin portal, support entry point experience, AI driven self-help, support agent tooling, diagnostics and assisted support (proactive and reactive) for both admins and end-users, making sure the support insights is readily available to all of engineering to continuously drive product improvements. We reimagine reactive and proactive support experiences with our passionate partner community to improve customer satisfaction, adoption and usage while sharing actionable insights back to our engineers, contantly ‘testing and learning’ from different initiatives.

What you can expect

  • A fast paced, exciting work environment where there is always a new challenge and opportunity;

  • An exciting mix of the engineering and business environments;

  • Opportunities to directly impact customer and partner experience;

  • Direct impact on product engineering decisions based upon partner/customer experience and data.

Responsibilities

This strategic principal level role will lead this disruptive vision, from design to execution, exploring opportunities and benefits a GIG Economy model can bring to both our customers and our business. In this position, you will:

  • Acts as a thought leader in driving consistency in processes and services to align with defined policies and procedures to meet performance expectations for consistency, accuracy, and timeliness of delivery. Uses judgment, subject matter expertise, and proven methodologies to minimize risk and costs and increase impact;

  • Lead creation of shared goals, cross-matrix engagements with current support teams;

  • Foster a vibrant community of Freelancers, passionate about our Customers and Microsoft products/ services. Constantly explore specific communities that can bring great experiences to our customers, like Military Veterans;

  • Creation of business plans starting from value proposition to success criteria;

  • Diligent program management to drive KPIs, ensuring AMAZING customer experiences, leading recurring performance reviews and coaching with Freelancers, ensuring the right capacity is in place;

  • Partner with different teams across Microsoft, including:

.Product Teams, to share customer insights to improve our products, ensuring our audiences’ feedback is heard;

.Our Legal and Compliance team, to ensure we are executing the right actions in the right way;

.CSS, collaborating on innovation and sharing best practices.

Qualifications

Success in this role requires a combination of business (leadership, strategy, financial), partner (relationship, negotiation, conflict management) and product (engage with technical PMs to design specs) skills:

  • Customer obsessed, operating with the client at the top of mind;

  • Self-starter, problem solver, and troubleshooter – you’re always looking for ways to improve processes;

  • Ability to frame and define existing/emerging opportunity spaces and success criteria in an ambiguous green field;

  • Leadership, teamwork, and managing through influence;

  • Communicate insight effectively to all levels of stakeholders – from top executives to feature teams;

  • Accountable for financial modelling, impact analysis and addressable actions for transforming support models;

  • Personal drive and impact, with a resilient can-do attitude to make things happen;

  • Strong strategic business acumen, communication and collaborative skills;

  • Experience with Freelancer/ Gig Economy projects is a plus;

  • Experience in managing partner performance is a strong plus.

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 .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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