Director-Program Management
Job Description:
If you have a passion to help drive customer and partner satisfaction, and are committed to Microsoft’s software+services strategy this is the role for you! Reporting to the General Manager of Customer and Partner Advocacy, this position will work with senior leaders at the corporate level and across the business divisions at Microsoft. You will frame complex strategic problems to develop clear recommendations; drive effective cross-company teamwork; and present to and discuss recommendations with executives. One of our goals is to drive operational excellence for the operations that support program delivery and our software+services; to positively influence purchase decisions, and ultimately create a customer experience such that they recommend those programs and Services to their colleagues, industry peers or friends and family.
Primary Job Functions:
- This is a highly project oriented role requiring the person to be agile in their approach to getting results.
- Drive business and operating group accountability to improve the health and delivery of software services (examples would include Windows Update, electronic software distribution)
- Partner with business and operating groups to establish high reliability of operations for new online services and improve the delivery of existing Live Services. Includes the development of performance scorecards to institutionalize CPE into business operating models.
- Partner with IT and Operations groups to establish customer satisfaction performance thresholds, and an ROB model to ensure business owners are held accountable to CPE commitments delivered through the services that IT and Operations supports (to include launch readiness framework and “go/no-go” processes).
- Partner with WWLP to deliver a Licensing Simplification Program to make it easier for customers to do business with Microsoft
- Be a leader in driving the customer and partner loyalty agenda across Microsoft’s business. Find and evaluate key issues that are driving decline in satisfaction for customers and partners. Drive accountability for resolution, and demand a customer response when it’s not resolved in the customer’s favor.
- Use the vast data intelligence from Customer Service and Support to build the case for change, leverage customer and partner facing employees to tell the story and partner with business and operating groups to develop solutions.
Qualifications:
The ideal candidate will have a minimum of 10 years experience in communications or change management in software technology industry.
You want to be part of an organization where the decisions you drive and the scale of the decisions we can make will impact how Microsoft does business around the world.
Your analytical skills, business insight, and personal persuasiveness enable you to impact executive decisions around new programs that impact customer and partner loyalty.
You like the challenge of understanding businesses that range from enterprise software to online services to consumer devices.
You have a comprehensive understanding of businesses and sectors with focus on: sustainable competitive, product, business, and technical advantages; customer adoption and business growth for new products and services; and economic drivers of revenue, market share, and profitability.
You possess excellent communication and interpersonal skills for information gathering; team-building to solve business problems and develop recommendations; and making persuasive, impactful recommendations to executives. You are willing to take a firm stand when you believe a significant change is required.
Must have exceptional written and verbal communication skills - including writing, editing and positioning/messaging. Experience developing communications through a variety of channels preferred (newsletters, Web sites, presentations, etc).
Must have excellent planning and organizational skills. Must be able to work under tight deadlines and work on several projects simultaneously.
Must be able to communicate and coordinate across groups and at all levels in the company. Must have proven ability to translate technology into business context and to identify communication opportunities.