Program Manager - Commercial Services and Support Lead at Microsoft

Program Manager - Commercial Services and Support Lead Details

Jan. 18, 2019, 5:40 p.m.
Business Programs & Operations
Individual Contributor
Full-Time
Redmond, WA
Care Strategy team Surface, Surface Hub,
Microsoft's 1st party devices including Surface, Surface Hub, and HoloLens are an essential part of our transformation to a Mobile First, Cloud First company. In the Microsoft Care organization, our job is to ensure customers of these devices have the best experience no matter where they are and what they want to achieve. Ultimately, we are focused on ensuring these customers love our devices and choose to become repeat buyers and advocates. Within this group, the Care Strategy team is focused on building a profitable Care business which becomes an inherent part of the device value proposition and competitive advantage for Microsoft across all of our 1st party devices.

You will be part of the Care Commercial Team which is responsible for partnering with the Product Marketing, IT, Supply Chain and Field Teams to architect and launch profitable warranty and service offerings and deliver a personal, premium, and predictive experience across all commercial customer and partner touchpoints that unblocks commercial sales, increases CSAT, and reduces cost to serve . As the Care Commercial Services and Support Lead be accountable for driving Customer and Partner experience by... Building and deploying post sale service programs across markets that address the experience
5+ years' experience developing and leading the delivery of a global authorized partner (repair or support) network for device manufacturers or 7+ years of experience in an operational or project or program management role in supply chain, operations, or partner management. A deep understanding of commercial partner business and service delivery models. Exposure to returns and reverse logistics operations Strong analytical abilities including P and L analysis and scenario modeling Proven PMI or similar project management best practices and methodology Solid organization, influence, leadership,
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