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
, 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.
(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.
: 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
, and Field Marketing
to define and document existing processes, drive the execution and evolution of partner feedback/listening programs, and manage resolution to partner issues and escalations.
the Partner Listening Tracker
). 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
messaging and positioning to train Regional Service Center
) agents and field teams on policy changes, program enhancements, and process improvements.
as the last "line of defense" for partner escalations - resolve Tier
3 escalations, clarify policies, create partner facing messaging, etc.
and define the business requirements towards the development of reports for measurement of KPIs
and health of the partner ecosystem through collaboration with Field
and IT teams, prioritize features, review and sign-off requirements, participate in user acceptance tests (UAT
&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
o The ideal candidate will have a minimum of five years of business experience combined with Bachelors
in Business Administration
or a related subject.
have strong project management and the ability to effectively juggle multiple projects and priorities at once.
strong data analytical skills and an exceptional drive for results.
oral and written communication skills, and be effective at collaborating with a wide variety of stakeholders.
be able to translate and articulate complex ideas and processes in simple diagrams and documents.
have strong conviction and determination and be able to be able to influence others, including those in other organizations outside of the Partner Program
to manage conflict and drive agreement on decisions for which conflicting opinions and input exist.
have demonstrated strong problem resolution and decision making skills.
to pro-actively identifying risks and dependencies and put in place plans to mitigate them.
, flexibility and the conviction to "do the right thing" under stress and tight deadlines.
with, or understanding of, large scale programs and implementations.
IT systems requirement documentation and/or past experience as liaison with IT or Operations
of the channel landscape and a thorough understanding of Microsoft's Partner
landscape is preferred.
is a plus.
in Customer Service
is a plus
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