DCS Supportability Program Manager at Microsoft

DCS Supportability Program Manager Details

April 15, 2019, 6:42 p.m.
Services
Individual Contributor
Full-Time
Redmond, WA
DCS Supportability Team Microsoft? Do you
Do you want to improve our customers' experience and resolve customer issues with support technology? Are you part of the detailed, data driven revolution at Microsoft? Do you constantly seek the evidence to bring positive change to our support service? Do you want to have an impact in delivering on the promise of streamlined and integrated experience surfaced through Cloud + AI, Windows, Devices, or Gaming? Do you have an uncanny ability to frame a problem effectively and get diverse people across the org working towards a common objective? If so, the DCS Supportability Team in the CSS Digital and Developer Support Business Unit is looking for you to join our team as a Supportability Program Manager. Supportability Program Managers (SPMs) provide advocacy on behalf of support, customers, and partners to the Engineering Groups, driving for product solutions and improvements to address product failures and customer, partner, and support experience impacts. The SPM position focuses one of

Work across teams: engage with Digital Customer Support (DCS) Technical Program Management, DCS Content, DCS Communities and 1:many Social Support teams; CSS SBUs (Modern Workplace, CSS Modern Life, Cloud + AI, and Customer Service) Partner with developer operations, the engineering teams, and the business to implement supportability improvements for a product or service -- Data and Enterprise Cloud, Azure and Identity, M365 consumer, M365 Commercial, Devices, or Gaming. Detect customer issues that can be improved by support technology and/or content and quantify the impact Identify possible automated
5+ years of experience in program mgmt. end user support, sales, marketing or product design/development Bachelor's Degree (B.S./B.A.) in Computer Science, Engineering, Math or equivalent experience Experience managing projects (e.g., PMI / Program management skills) Strong aptitude for analytical thinking, disciplined problem solving and data analysis skills ((e.g., Lean Six Sigma) Experience with a product or service-related technology (e.g., Cloud, Gaming, Windows, Devices, enterprise technologies) Good written and verbal communication and presentation skills Self-driven and ability to deliver
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