BUSINESS PROGRAM Manager SVCS, (Not Group Specific) in Ridgewood, WA

CategoryCustomer Service & Support
LocationRidgewood, WA
Division(Not Group Specific)
Date AddedDecember 5, 2014
Open Positions1

Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of exceptional people who deliver world class services, earning customer confidence, trust, and loyalty by improving the overall customer and partner experience. Microsoft Services also works as a customer advocate to drive customer-centric product improvement.

The successful candidate for this role will define Business Customer offerings that complement a holistic Microsoft support offerings waterfall, and will own the envisioning, design, planning and execution of new offerings for on-premises, cloud and hybrid scenarios for Small and Midsize businesses (SMB) as well as Midmarket / Corporate Account (CA) customers. This position has the potential of reaching hundreds of thousands to millions of business customers, helping them to accelerate deployment of Microsoft solutions, and increasing customer life time loyalty, and making an impact to Microsoft's business.

In this role you will be accountable for establishing and executing on the business customer support offerings aligned with the following:
Alignment with product marketing strategy
Integration with key stakeholder organizations:
SMB and CA team within SMS&P
WPG team within SMS&P
Premier & Services Offerings
Consumer Offerings and AnswerDesk product planning
Regional CSS delivery teams, including Global Business Support (GBS) Customer Service (CS) and Technical Support (TS), Consumer Support, and Global Partner Support (GPS)
Internal evangelism, ensuring buy-in at appropriate levels (Executive through lower levels); measuring progress; quantifying and qualifying benefits
Coordination and alignment with the overall Microsoft Partner strategy and program
Bring forward new Offerings / add-on's aligned to product marketing priorities and supporting key compete scenarios for Online Services

You responsibilities include overall product management, developing and delivering on new support offerings in the SMB space. In this role you will design, build, monitor and enhance the service delivery experience working through a broad spectrum of stakeholders via individual and virtual team collaboration. The role requires competitive research to help the business set the right priorities to help Microsoft Services be a strategic differentiator for Microsoft products and services in the marketplace. Responsibilities will include other product manager deliverables associated with offerings development, marketing, execution.

Strong organizational, planning and analytical experience.
Broad expertise in industry trends and business practices.
Ability to analyze and interpret business performance measures.
Proven leadership and collaboration skills across international boundaries
Ability to effectively influence others across multiple MS groups, extended virtual teams, and with regional personnel, to achieve specific objectives.
Knowledge of core MS technology, product and technical strategies.
Effective achievement of fiscal objectives according to plan.
Proven ability to develop delivery plans and oversee their execution.
Ensures organizational readiness for business demands.
Ability to communicate effectively and concisely - both orally and in written form.

The requirements for the ideal candidate include:
Five years of progressive experience in Product Management, Product Marketing, Service Offering Development or Delivery, and/or Management or Strategy Consulting in Technology
Experience managing complex projects and leading virtual teams
Experience in developing and delivering Executive Level presentations
Understanding of the SMB segment and personas preferred.
Understanding of the CSS organizational processes, tools and methodologies preferred.

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.
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