Digital Customer Support - Supportability Program Manager (Surface, Surface Hub & HoloLens) at Microsoft

Digital Customer Support - Supportability Program Manager (Surface, Surface Hub & HoloLens) Details

March 13, 2019, 8:17 p.m.
Individual Contributor
Other, WA
Digital Customer Support
Do you want to improve Microsoft's customers' experience with digital support technology? Do you constantly seek detailed, data driven evidence to bring positive change to support services? Do you have an uncanny ability to frame a problem effectively and get diverse people across organizations working towards a common objective? If so, Digital Customer Support at Microsoft is looking for you to join our team as a Supportability Program Manager focused on Microsoft 1st Party Devices – Surface, Surface Hub and HoloLens. Digital Customer Support (DCS) empowers Microsoft customers with great digital solutions designed to prevent and resolve their issues with Microsoft products. Supportability Program Managers (SPMs) in DCS identify and drive projects to grow, maintain, and improve both the quality and usage of digital solutions across virtual agents, automated diagnostics, and modern content such as video and multimedia. A DSC SPM is expected to recommend and drive digital support solutions

Work across teams: engage with Digital Customer Support (DCS) Technical Program Management, Content Program Management, Communities and 1:many Social Support teams, partner Support Business Units for Customer Service, Devices and Gaming. Partner with developer operations, the engineering teams, and the business to implement digital support improvements for a product or service - specifically first-party devices and customer service order experience when device replacement is needed. Detect customer issues that can be improved by digital support technology and/or content and quantify the impact
5+ years of experience in program management, 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., Windows, Devices, enterprise technologies) Good written and verbal communication and presentation skills Strong passion for consumer gaming Gaming
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