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Supportability Program Manager
FARGO ND 58103
Category: Computing
  • Your pay will be discussed at your interview

Job code: lhw-e0-90602196

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Microsoft Corporation

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Summary

  Job posted:   Wed Jun 6, 2018
  Distance to work:   ? miles
       
  2 Views, 0 Applications  
 
Supportability Program Manager
Microsoft Customer Service & Support (CSS) is dedicated to delivering Microsoft's mission to empower every person and every organization on the planet to achieve more. We are a critical voice for the customer, the trusted advisor of engineering teams, and the source of the world's best support experiences. Simply put, we help customers and partners get the most out of our products and technologies. If you are obsessive about empowering customers and partners to do more with the capabilities in Office 365; passionate about our products and technologies; and love working with cross functional teams to identify and deliver great customer experience and improve product quality, then consider joining us in CSS!


As a Supportability Program Manager (SPM) on the CSS OPG Exchange & Outlook team, you will have accountability for ensuring our products drive high satisfaction for customers and partners through engagement with product engineering teams and other partners across the company.


In this particular role, you will work closely with engineering and CSS stakeholder teams globally to manage new product releases for support, oversee pre-release support programs, drive readiness needs and help manage and maintain a comprehensive content strategy for products under our remit. The scope of your work will cover all customer segments including large enterprise, small and medium business, partners and consumers. Your work will include recommending product/service improvements in new products and releases, new diagnostics and self-help capabilities, and improvements to increase support engineer effectiveness. You will work closely with product focused SPMs to identify and drive product and experience improvements in a well-articulated, data-driven manner that clearly identifies the product/service challenges of our customers, the impact on customer satisfaction, and the business implications to Microsoft. You will partner with content, readiness and release management teams across CSS and Microsoft serving as the primary liaison for process, tools and subject matter expert identification.


**Responsibilities**


+ Manage support for multiple complex customer programs for upcoming releases including:


+ Working with engineering on program requirements.

+ Identifying resource needs and helping to select subject matter experts for both short and long term programs/projects

+ Monitor and report on progress to all stakeholders.


+ Review design specs, new products, new features and capabilities in the pipeline prior to release and identify experience risks that may drive support incidents and to anticipate support scenarios.

+ Partner with CSS Learning to determine, plan and execute on engineer and agent readiness requirements.

+ Identify new supportability tools, diagnostics, and deflection opportunities to reduce support case volume and enable support engineers to solve issues faster.

+ Ensure strong external and internal content is developed and maintained with appropriate partners in engineering and across CSS.

+ Engage and support the busienss review cadence with Engineering and CSS leadership teams to raise risks and issues, and identify mitigation strategies to improve the customer experience.


**Qualifications**


The successful candidate is a dynamic individual with a track record of persistence in driving towards goals even in the face of adversity. They have a strong focus on results and an ability to influence for impact. This individual must have strong product knowledge in Exchange, Outlook and Security & Compliance technologies. They must be familiar with the Microsoft product design, development and release process including experience partnering with engineering groups. This role requires a smart, highly motivated self-starter that continually advocates for the customer and can own and manage executive level relationships with key internal partners.


Required Qualifications:


+ 10+ years working with Exchange, Outlook or Security & Compliance products and technologies.

+ 5+ years in support delivery roles including time working with enterprise customers and/or partners.


Preferred Qualifications:


+ Experience working with software release, content or training/readiness processes.

+ Prior program or project management experience

+ Experience working with and/or influencing Engineering teams.

+ Proven examples of driving product, workflow, content or policy enhancements that benefit customers and support delivery teams.

+ Strong verbal, written and presentation skills and experience communicating with leadership is a plus.


Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at .


Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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