VoC Offerings Strategy PM at Microsoft

VoC Offerings Strategy PM Details

April 29, 2019, 10:50 p.m.
Business Programs & Operations
Individual Contributor
Full-Time
Issaquah, WA
Support (CSS) team Offerings Strategy PM
VoC Offerings Strategy PM: The Microsoft Customer Service and Support (CSS) team is on the front line with our customers - Consumer and Commercial - helping them get the most from their technology investments. The Customer, Market and Industry Insights [CMII] team is a shared service that sits within CSS. CMII's charter is to understand the CSS experience from the customer perspective [Outside | In] as captured through their actions, behaviors, and language; measured through their sentiment and acted upon through Voice of the Customer [VoC] insights. Complimented by the Voice of the Market, we bring an important perspective leading with customer sentiment with the goal of growing loyalty. The CMII Business Program Manager within Voice of the Customer will serve as the lead responsible for the VoC program vision, strategy, and execution, working in coloration with CMII leadership. As this is a small but mighty team, the ideal candidate will have a healthy mix of business and data analytics

Core Responsibilities: Maintain all-up accountability for the Voice of the Customer program strategy and offerings from development to wide-scale adoption Execution of agreed to and core VoC offerings to support short and long-term strategy Leads end-to-end shared service offerings launch cycle, inclusive of minor and major updates to scale and evolve existing offerings Co-develops and maintains business capabilities and technical features in a functional roadmap, working in collaboration with VoC Tech Strategy PM Partner with leadership, peers and industry sources to identify and prioritize whitespace
Basic Qualifications 5+ years of experience in a customer experience organization P rogram/product management or management consulting role, preferably in the tech sector Preferred Qualifications: Bachelor's Degree in Business, Finance, Marketing, Analytics, Entrepreneurship, Economics, Business or other field with the equivalent combination of experience and instructions Project management skills and experience launching global programs end-to-end Excellent presentation design and professional writing skills Business and data analytical skills and excellent problem-solving ability with business
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