Senior Supportability Program Manager - Customer Partner Advocacy, Product Quality, Developer Experience
Are you passionate about changing developers and customer perceptions of Microsoft? Do you want to drive improvements into products/services on behalf of developers and customers? Would you love to be part of making the registration/vetting, app certification and payouts processes easier for developers? If you answered YES to all of these, then keep reading.
Program Managers in the CPA Product Quality team are responsible for gathering information from a variety of feedback channels, identifying issues and prioritizing feedback and partnering with the Business Groups (BG/PG) to drive necessary improvements to resolve or mitigate the identified issues. The ultimate goal is to improved developer/customer experience and positively affect the adoption and perception of our products. This leads to improving our brand image, driving customer loyalty, improving market share and reducing our support costs.
This position is focused on driving the improvements necessary to provide a first class developer experience across Microsoft thereby reducing the “app gap”.
PRIMARY RESPONSIBILITIES
Lead the building of the Developer Experience RedZone engagement. Drive improvements in the developer experience in the following key areas; developer registration and tax validation, app certification, timely and accurate payouts consolidated across marketplaces, a quality support experience and safe and compliant apps in the marketplace. Lead related CPE meetings such as Monthly Service Reviews, drive Top Issues alignment across stakeholder groups, provide competitive experience assessments and determine top cost drivers. Identify and prioritize top CPE issues from CPE systems and teams. Catch and prioritize broad compete issues and developer blockers. RedZone process should be the premier PG/BG collaboration process for understanding, discussing, identifying, and mitigating developer experience issues across cost, CPE, and competition and should be perceived by stakeholders as the primary process for driving results against the top issues in these areas. The RedZone should include a cross company spectrum of stakeholders and feedback on the developer ecosystem.
Lead virtual teams consisting of key stakeholders from Customer Service & Support (CSS), Microsoft Services, and Product & Business Groups to accomplish the following for released & future products/services:
Identify the top problem areas or issues for a product/service and drive the appropriate changes that will have a broad impact on the customers’ perception of product quality. Improvements primarily include software features/fixes, self-help solution assets such as static and dynamic content, supportability processes/tools, etc.; essentially anything that requires improvement in order to improve the customer experience.
Be recognized and act as technical subject matter expert for the products/services within your focus. Should have excellent working knowledge of the developer ecosystem.
Effectively exercise and demonstrate deep cross group ownership of complex projects and processes. Determine and build a RedZone ROB that effectively addresses workload depth issues and cross-workload breadth issues.
Develop and maintain a global perspective ensuring the field is involved in and benefits from the overall customer driven quality efforts. Work closely with Customer and Partner Advocacy teams to ensure that you are integrated into and leading processes as requested by SLMX, Cloud Transformation, and GetHelp teams. Work as needed with the CPE team.
Develop and maintain multiple listening channel perspectives on and trends in issues that impact developers, including CSS, GetHelp, MVP Communities and Forums, social media, MCS, Premier, Partners, etc.
GENERAL KNOWLEDGE, SKILL AND EXPERIENCE REQUIREMENTS
Passion for technology and overall quality of Microsoft’s products/services. A strong supportability or program management background is required.
Passion and empathy for our customers and partners and for resolving the difficulties they face while using our products.
Demonstrated ability to effectively collaborate at business and technical levels with key product/service feature owners in order to effectively drive toward improvements and the resolution of top issues. Includes: establishing relationships and rapport with key stakeholders and partners, where relationships may not have existed in the past.
Excellent communication and presentation skills; including the ability to show comfort in situations of ambiguity, demonstrate confidence, synthesize complex elements into a crisp and simple yet robust story and convey key talking points in a clear, straightforward manner.
Ability to influence others by generating support for your ideas and approach, in order to influence and achieve the desired business outcomes and necessary improvements; especially in situations where there is no clear "ownership" of the issues under discussion.
Strong analytical and problem solving skills, including the ability to analyze complex business and technical issues and develop strong business cases from quantitative data. Ideally advanced skills with Excel pivot tables, data mining, charting and reporting data patterns and trends. Expect ability to use Pareto analysis to prioritize issues and root causes within issues.
A strong understanding of the Microsoft Product Group engineering principles and the product development life cycle.
Proven project management skills including the ability to plan and create projects with well-defined scope and accurate/effective schedules. Ability to provide continuous management of risks and dependencies by making timely decisions. A strong sense of personal accountability for execution, quality control, and investment in the success of each project is required.
SPECIFIC KNOWLEDGE, SKILL AND EXPERIENCE REQUIREMENTS
A strong understanding of the support delivery business and the ability to effectively partner with key CSS technology owners; ideally experience and understanding of current developer support teams and processes. Should be able to articulate the improvements needed in the developer registration and onboarding process.
A qualified candidate should have the ability to articulate customer requirements that are impacted by the features and components Microsoft’s developer experience, understand the SLMX process and how the CPE and Support processes provide workflows into the RedZone process. The successful candidate should have a demonstrated ability to lead a technology discussion with senior Program Managers, General Managers, and Executives. The candidate should be able to lead a Supportability v-team to identify, propose alternatives, and ultimately drive remediation and/or resolution of issues.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
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