Description :
Job Title: Program Manager
Job Category: IT Operations
Product: Xbox LIVE
Date Posted: 09/11/2008
Job Code: 242477
Location: WA - Redmond
Travel Required:
Do you want to join one of Microsoft's most strategic (and really cool) technology groups chartered with service delivery to external customers? The Live Services Operations team, responsible for delivering Xbox LIVE and Zune services, is seeking a strong and influential leader who can drive strategic service needs and direction. This position will be responsible for driving improvements in the end user experience for Xbox LIVE and Zune services. In this role, you will establish and lead a strategic cross team effort to deliver recommendations to LIVE leadership on how to improve the customer satisfaction of our services. You will develop customer feedback mechanisms to understand the key customer satisfaction drivers and leverage that knowledge to inform better business decisions. You will lead the analysis and drive initiatives to reduce customer support volumes, costs, and improve satisfaction. Developing a customer satisfaction measurement framework & key metrics combined with the creation of solid business plans will be critical elements in influencing leadership decisions and achieving results. Bottom line, you will play a key strategic role in directly influencing how we deliver Microsoft's coolest products/services to consumers.
MAJOR RESPONSIBILITIES:
Sets strategic direction for delivering the customer experience and driving long term best-in-class customer satisfaction.
Establish and lead cross organization customer satisfaction council by engaging relevant product, marketing, finance, operational, and customer support groups.
Drive system and business requirements, which result in improved customer satisfaction.
Demonstrate effective problem solving of business issues and technical issues.
Build and maintain relationships with key stakeholders; validate business requirements, end-user experience assessments, work-flow process documentation, and communication plans.
Identifies and communicates the Rhythm of the Business as it relates to the customer experience.
Provide expertise in the development of complex business processes.
Develop and implement complex initiatives and operational/cross-team process improvements to ensure consistency in business management and achieve budget/cost savings targets.
Apply feedback, learning, and knowledge of industry and local/regional conditions to projects, which result in higher standards and innovative solutions.
Consistently meets documented deadlines and objectives.
QUALIFICATIONS:
A BS/BA degree in Computer Science, Engineering, Information Systems, or related field preferred.
Minimum 5 years Program Management or Service Management experience
Proficient understanding of software architectures, MS products, software lifecycle methodology, and program management competencies.
Prior work experience in a matrix environment is required.
Must possess Business Analysis skills, 2+ years interacting with project sponsors and writing technical requirements.
Must be able to perform in the role with minimal direct supervision.
Strong verbal and written skills (clarity of messages, crispness in delivery, timeliness, and accuracy) required.
Excellent judgment, issue/risk management, problem resolution, team building, negotiation, and decision-making skills, particularly when working with virtual teams.
Demonstrated ability to achieve results in an ambiguous and changing environment.
Demonstrated ability to work with multi-organizational teams composed of individuals with subject matter expertise/domain knowledge.
Proven ability to identify and work effectively with key stakeholders on complex cross team projects or problems.
