Senior Program Manager – Commercial Partner Services Lead at Microsoft

Senior Program Manager – Commercial Partner Services Lead Details

Jan. 18, 2019, 5:52 p.m.
Business Programs & Operations
Individual Contributor
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

As the Care Commercial Partner Services Lead, you will be accountable for designing and deploying scalable service capabilities through an authorized partner eco-system that delivers a world-class premium support and repair experience to our customers and drives competitiveness and cost efficiency. The responsibilities cover: Building the requirements and deploying the capabilities for partner selection and certification, training and onboarding, technical and system capabilities, material management and reverse logistics processes. Understanding the Enterprise and Small and Medium business customers'
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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