Business Program Manager WPG, Marketing in Redmond, WA


TitleBusiness Program Manager WPG
CategoryMarketing
LocationRedmond, WA
DivisionMarketing
Date AddedDecember 5, 2014
Open Positions1

Microsoft's Worldwide Partner Group is responsible for the overall global stewardship of the commercial partner business at Microsoft including: the partnering promise for the company; the programs supporting this promise; the resource allocation; and the Microsoft revenue and partner satisfaction results for the commercial partner audiences. This broad scope encompasses the major partner types (e.g. IP partners, resellers, service providers, hosters) serving all commercial customers.

Microsoft Partner Network Team Mission (Purpose): Lead, sustain and evolve a world class partner network that enables the right commercial partner capacity, capability and commitment to effectively drive Microsoft business growth and best serve our mutual customers via excellent experiences for partners.

MPN Vision (aspiration): To design and deliver relevant, unified, programmatic partnering experiences at scale across the globe to amplify and support Microsoft's commercial technology portfolio and business strategy and direction. As part of this, our desire is to ensure that any partner practice needed to enable Microsoft's commercial business growth in all Microsoft subsidiaries is well connected to and empowered by the Microsoft Partner Network to effectively drive business together.

Job Purpose/Overview: The MPN Senior Business Program Manager is accountable for delivering the operational excellence that makes the Microsoft Partner Network one of the industry's top rated partner programs. This role will interact with and influence individuals within the Worldwide Partner Group, Worldwide Operations, Customer Service & Support, Engineering, and Field Marketing & Sales to define and document existing processes, drive the execution and evolution of partner feedback/listening programs, and manage resolution to partner issues and escalations.

Responsibilities:
o Drive the Partner Listening Tracker (Partner OneList). The Partner Listening Tracker is a continuously operated tool and forum where key stakeholders can submit partner issues, and review and analyze data on top issues on our Partner Programs escalated by partners. You will work directly with teams who are responsible for key partner listening mechanisms (Regional Services Centers, Regional Operation Centers, Technical Support centers, Partner Advisory Councils, online forums, etc...). Using this input you will lead the analysis and build resolution plans to help decrease partner issues and escalations. The monthly high level view of these top issues will also be shared with the WPG LT so you will have to work on a presentation of these data that are suitable for WPG Executives.
o Create messaging and positioning to train Regional Service Center (RSC) agents and field teams on policy changes, program enhancements, and process improvements.
o Serve as the last "line of defense" for partner escalations - resolve Tier 3 escalations, clarify policies, create partner facing messaging, etc.
o Design and define the business requirements towards the development of reports for measurement of KPIs and health of the partner ecosystem through collaboration with Field, Corp and IT teams, prioritize features, review and sign-off requirements, participate in user acceptance tests (UAT)
o Liaise with SMS&P Product Management, Solution Delivery and IT to define program requirements, prioritize features and bug fixes, review and sign-off requirement documents, participate in UAT etc.

Qualifications include:
o The ideal candidate will have a minimum of five years of business experience combined with Bachelors in Business Administration, Operations or a related subject.
o Must have strong project management and the ability to effectively juggle multiple projects and priorities at once.
o Possess strong data analytical skills and an exceptional drive for results.
o Strong oral and written communication skills, and be effective at collaborating with a wide variety of stakeholders.
o Must be able to translate and articulate complex ideas and processes in simple diagrams and documents.
o Must have strong conviction and determination and be able to be able to influence others, including those in other organizations outside of the Partner Program team.
o Ability to manage conflict and drive agreement on decisions for which conflicting opinions and input exist.
o Should have demonstrated strong problem resolution and decision making skills.
o Ability to pro-actively identifying risks and dependencies and put in place plans to mitigate them.
o Adaptability, flexibility and the conviction to "do the right thing" under stress and tight deadlines.

Preferred Qualifications include:
o Experience with, or understanding of, large scale programs and implementations.
o Familiarity with Marketing and Business IT systems requirement documentation and/or past experience as liaison with IT or Operations groups.
o Knowledge of the channel landscape and a thorough understanding of Microsoft's Partner landscape is preferred.
o Master's degree/MBA is a plus.
o Experience in Customer Service or Operations is a plus

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