BUSINESS PROGRAM Manager, Services & Support in Redmond, WA

TitleBusiness Program Manager
CategoryCustomer Service & Support
LocationRedmond, WA
DivisionServices & Support
Date AddedJanuary 23, 2015
Open Positions4

The Customer & Field Advocacy team (CFA) is a global organization focused on advocating for Microsoft customers and partners. The CFA organization facilitates resolution of customer and partner related issues by connecting the field to experts and key decision makers across the company. CFA manages a program called GetHelp, which was created to address the need for a holistic escalation service for the field. CFA-GetHelp is a group of advocates with an extremely large network of key decisions makers, subject matter experts, and leadership across the company and globe. CFA-GetHelp is committed to attracting the best people by striving for excellence in all that we do. Passion for advocating for Microsoft customers is core to our organization, and we strive for the right balance between corporate goals and being a voice for our field and customers. The CFA goal is simple: We advocate for our customers to make Microsoft better. Every day!

Microsoft's Customer and Field Advocacy Team has an exciting opening for a strong Business Program Manager as a part of the global Strategy, Programs and Operations Team (SPOT). Licensing is a strategic focus area for the CFA business and this role will lead efforts to resolve urgent customer issues, identify areas to improve both platform and existing support and escalation processes and grow strategic partnerships with key stakeholders to address root causes and improve the licensing experience for our customers. You will lead and grow a network of subject matter experts at a local, regional and global level as well as key decisions makers from across the company and around the world, from individual contributors to corporate vice presidents (CVPs).


Communication, Community and Strategic Relationships (60%)

Manage the global program and community for Licensing resulting in transactional and systemic issue resolution, business insights that improve existing programs and escalation processes, and strong engagement with business stakeholders to drive customer satisfaction and continuous improvement

- Lead the GetHelp Licensing program through issue resolution, quality and audit, development of readiness and training to support the team, and measures that articulate the process in the area of licensing.
- Educate Licensing SMEs (and their managers) to understand more clearly their role in customer and partner satisfaction and what they need from GetHelp to strengthen existing processes within their groups.
- Work in conjunction with other global program managers to understand licensing impacts in their areas and communicate issues effectively reducing duplication and adding transparency
- Reduce redundancy in case management triage/response by leveraging shared knowledge and joint goals for the customer experience
- Manage regional and global communication of licensing issues to enable consistency, understanding, and continuous improvement.
- Develop, analyze, and deliver strong and actionable business insights and recommendations, communicating those effectively to CPA through Licensing Excellence Council, OneList where an issue meets a top threshold, and key strategic partners in WWLP, MSIT, CSS, and Operations to drive improvements in the licensing experience.
- Maintain regular rhythm of engagement within CFA, CPA, and all key stakeholders
Help to minimize complexities and overhead in case management through reducing redundant requests and sharing knowledge
- Develop and maintain strategic relationships with core SMEs across organizational boundaries to respond to urgent issues and influence prioritization and strategies for addressing customer feedback
- Prepare and deliver timely communications about state of licensing business to key partners and through MBR, QBR, and MYR processes within CFA and CPA

Strategy (20%)

Build on current strategy and evolve to meet needs of our licensing business to insure continuous improvement in speed and quality of case management, engagement and business measures.

Actively engage in future strategy planning with strategic stakeholders to anticipate business changes and implement framework needed for CFA to accurately resolve and respond, including adapting to organizational changes and strengthening key escalation channels such as LicenseQ and ROCs to reduce customer pain and the need for GetHelp engagement by field stakeholders

Drive the identification and landing of training that supports skill development and overall capabilities of the CFA team.
Participate in Global CFA planning and initiatives as needed and contributing for the overall CFA strategy

Critical Issue and Business Program Management (20%)

Actively participate in resolution of critical issues that cannot be resolved through CFA processes and serve as escalation point for urgent and critical issues that need assistance in the area of licensing.

Identify proactively and reactively themes and issues that impact licensing, engaging appropriate forums and stakeholders to understand, prioritize and drive resolution/improvement plans.

Promote collaboration and improvements in case management and quality reviews of the team, making recommendations to optimizing delivery platforms and operational efficiencies across our business.

Define and maintain licensing insight capability to provide consistent measurements of success and inform and advise CFA/CPA/CPE leadership of emerging issues as well as provide consistent value to stakeholders through that capability.

Apply strong program management skills to manage critical strategic efforts that arise that require global management


Exceptional ability to build and maintain strategic alliances/partnerships to gain widespread support.
Ability to manage effective communication across multiple programs and business groups while advocating on behalf of the customers.
Ability to engage with a diverse set of individuals ranging from front line employees up to and including executive level employees.
Anticipates changing conditions and impact to risks and dependencies and takes preventive action.
Use metrics and process methods to influence teams to adopt new processes that lead to improvements across the ecosystem.
Ability to identify causal links in complex patterns or ambiguous data and formulates conclusions to solve complex business problems.
Demonstrated problem-solving abilities, particularly when confronted with time-sensitive issues that require collaborative evaluation & resolution across team boundaries.
Ability to grasp complex business processes and organizational needs quickly.
Initiate influence across organizational boundaries to deliver customer resolutions while bringing focus and accountability to Microsoft product and services across the company.
Strong teamwork and collaboration approach
Very strong verbal, written and presentation communication skills for globally diverse audience are required

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.
Apply for this job at Microsoft
Program Manager, WW Services
Are you looking for your next challenge? Do you enjoy managing multiple projects in a fast-paced global environment? Are you a high-energy, detail-oriented team player with great communication skills? Microsoft's Enterprise Services organization is looking for a Services Incentives Program Manager to provide ongoing program management support for the Services Roles & Incentives team. Come and join our exciting and growing team!
Microsoft Services is more than 20,000 employees around the world serving customers across all audiences, and spanning all products. The Services Incentive Compensation team is responsible for the plan design, implementation, business alignment, HR coordination, and execution for all Services employees' incentive compensation in keeping with the Microsoft Incentive Compensation strategy.
Attention to detail, excellent project management skills, and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. The successful candidate will be able to work well under pressure and deadlines, must be flexible and have the ability to manage through ambiguity and uncertainty. You will need to think strategically and operationally, be able to develop and drive processes and procedures that facilitate consistent, efficient management of key incentive compensation processes, and land these processes via effective communications with the field.
Job Purpose:
The Incentive Compensation (IC) Program Manager supports the design, implementation, execution, tracking, and issue resolution of Services Incentive Compensation plans.
The core areas of responsibility for this position are:
? Support the design of role specific Services IC plans with a focus on strategic connection and simplicity
? Use analytical factors to understand how plan design motivates behavior and provide feedback proactively that drives decision making
? Drive the implementation of the new Services incentive plans
? Implement compensation plans through improved execution
? Develop and manage New Work Sold audit processes and Manual Revenue Adjustments
? Monitor the execution and attainment of Services IC plans against targets
? Coordinate and provide Services IC plan specific reporting
? AREA/Subsidiary/Individual attainment reporting
? Role and geography specific attainment reporting
? Report analysis and trending prognosis
? Resolve issues and escalations related to Services incentive compensation
? Reconciliation of escalated attainment issues
? Review target adjustment request
? Manage/support the Services quota relief process
? Monitor and report progress of FY Services IC contests
? Strong analytical and problem solving ability
? Self-motivated with a strong drive to continuously improve systems, processes and deliver against agreed objectives
? Ability to work under deadlines
? Global experience
? Management of operational programs
? Attention to detail, highly organized and strong process-focused aptitude
? Strong communication skills (both written and verbal), good collaboration and negotiation skills, and the ability to work effectively across groups
? Possess strong leadership & organizational skills and be able to positively influence others
? Able to think creatively, be analytically minded, objective and independent,
? Can deal with ambiguity and thrive in a highly dynamic fast paced environment
? Excellent interpersonal skills. Proven ability to communicate effectively at all levels across the organization
? Project Management skills
? Demonstrated ability to negotiate and provide alternative business solutions
? Familiarity with the systems and tools used by Services and WWIC would be a plus

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.
Apply for this job at Microsoft
Business Program Manager

Job posting title: Program Manager - Release Quality Team - Redmond, WA

Do you have a strong Project Management background, with an appetite for process analysis and risk management?
Do you have in depth experience with Business Support Tools (MSSolve, Clarify, CAP...)?
Do you have a passion to be involved early in the product development lifecycle?

For this headquarters based position, we are looking for a self-starter and problem solver who is comfortable with ambiguity, and has a real passion for driving results! This position will broaden your view of Microsoft, from the initial stages of framing a product's release through the retirement of support at the end of its support life.

This Program Manager role spans multiple areas:
First it specifically will ensure correct implementation of Support Criteria throughout the complete support ecosystem, including external support sites ( Premier Online/Microsoft Lifecycle Support), and internal incident management tools. Ensuring downstream stakeholders have the information they need to support the product at launch with excellence. Second, you will be managing complex CPE related projects with a deep focus on Risk Identification and First Mile feedback into the product development lifecycle.

The ideal candidate is an effective project manager who craves challenges and is comfortable working in global team with a strong sense of cross-group collaboration. The cross organizational team will be looking to you to provide guidance for support ecosystem. These skills will combine your experience with global support organizations, tools maintenance, process creation & documentation, and stakeholder communications.

Be a part of our team and make a difference! Why you want this job: You love to solve problems and address questions. You have a passion for customers and technology. Help improve accuracy, define best practices and partner with stakeholders to develop system changes to support these efforts. Partner with key business groups to help drive change. This includes working closely with the product teams and support businesses to ensure a positive support experience for our customers. Help develop process efficiency improvements to ensure support offered is clear, consistent and sustainable.

What you bring to the table:
Strong Project Management and Analytical skills
Proven Content Documentation skills
Ability to work broadly across many systems and processes that enable sale and support of all Microsoft products and Services.
Ability to engage stakeholders at several different levels across organizations with confidence.
Ability to multitask: you'll need to be able to think on your feet and adapt quickly, since the support business is constantly shifting and evolving.
Serious attention to detail (really, serious attention to detail) - even slight discrepancies can impact support data globally. Ability to analyze and compile performance metrics (KPI's) to encourage improvement, operational effectiveness and appropriate levels of control.

Desired qualifications:
4 + years of project / program management experience (PMP Certification a plus!)
4 + years of Microsoft product experience
Preferred 2+ years of Support Tools Design/Development experience
Demonstrated ability to influence without authority
Excellent virtual team leadership skills
Excellent verbal and written communication
Strong detail, process and results oriented
Familiarity or experience with the Microsoft Support, Microsoft Services and Microsoft Support Lifecycle policies, offerings, systems and processes a big plus
Demonstrated ability to have fun!

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.
Apply for this job at Microsoft
WSSC Cloud Release Program Manager
GBS C+E Windows

Are you interested in a challenging Services and Support position working with Microsoft's cloud based service offerings spanning the Windows Server and System Center products? Did you know that Azure Active Directory enables corporations to integrate identity on premise and with online services? Do you want to be part of the team defining and delivering on Microsoft's Services + Devices vision and have a direct impact on the quality of our cloud services? If you're the type of person who thrives in a fast paced environment, loves being part of defining and implementing customer focused support strategies, can manage multiple complex programs and drive results in a cross-organizational environment, we'd love to hear from you.

For every cloud based service release or initiative requiring Technical Support, domestic or international, you will create and lead a direct and virtual team consisting of all the relevant individuals necessary for a seamless, successful launch. Through excellent planning, project management and collaboration skills, you'll own defining the support readiness strategy and framework, developing and fostering early product release engagement, and determining the critical tasks and milestones required for successful support launches while partnering with teams across organizational boundaries to execute on the readiness plans. This includes working with several stakeholders across many GBS-D teams, both in C+E and ASG, and cross functionally, such as release management, supportability, engineering, marketing, and operations.

The WSSC Cloud Program Manager role is integral to the overall planning and implementation of our cloud based services support and customer readiness strategy. In additional this person will play a key role to ensure support is a stakeholder during early planning phases of the development cycle. This means developing and fostering strong relationships with engineering teams, building a solid communication rhythm, and leveraging the strengths of CSS to develop world class support systems for our customers and partners. To achieve this goal you will be responsible for managing a team of highly skilled technical support engineers to engage in early adopter programs and directing these resources to have broad, yet deep, impact on the quality of our cloud based services, as well as helping to prepare the worldwide support organization for general availability.

Key Responsibilities:
Management and engagement in global release and readiness processes, pre-release support plans, and connections to the regional stakeholders.
Lead a team of beta engineers focusing on supportability feedback, readiness development, and delivering early adopter support.
Acts as support readiness interface to the business group and product group.
For new releases is responsible to obtain feature details for upcoming releases, release pipeline roadmap, ensure tools, content, training, and access for respective support stakeholders
Develop and implement project management methodologies to drive highly effective, predictable, and repeatable readiness processes which are agile and flexible
Ensure work stream leads awareness around release plans, tasks, issues and risks.
Global ROB Communications and status, including LMX.


The ideal candidate has a strong background in program and project management, team development and management, and deep knowledge of the Service and Support organizations, processes and tools.
Excellent communication skills, a self-starter, self-directed, individual who is able to respond to changing business needs, rapidly adapt and overcome challenges, and provide thought leadership and innovative problem solving.
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.

Specific Qualification:
7+ years' experience delivering large program, project and readiness efforts, executing readiness strategies and frameworks, defining readiness/project/program plans and executing on those plans to deliver business results.
3+ years' experience in a support or services related role.
Proven communication skills and ability to effectively influence colleagues and management.
Demonstrated ability to deliver results, meeting and exceeding expectations.
Skills in problem resolution, team building, negotiation, dealing with ambiguity, establishment of effective processes, tracking results and support systems.

Ability to meet customer security screening requirements is required for this role. Customer requirements may include additional personnel screening such as, but not limited to: specialized agency background checks (either national or local which may include fingerprinting). All employees hired into roles supporting Cloud Offerings will also be required to pass Microsoft background checks every two years.

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:

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

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.

Transform your Career with Microsoft Services with jobs here
Apply for this job at Microsoft