The Digital Channel Manager role is part of the Digital Channel Operations team under the Customer Logistics organization within MSC (Microsoft Supply Chain).
Role Description:
Would you like to be part of the evolution in how we sell our software and services? Would you like to be a part of the Digital Channel Operations team supporting Digital Distribution at Microsoft? Our strategy is to enable end-consumers to purchase Microsoft products where, when, and how they want to buy. Our goal is to be the industry leader in delivering digital products anytime, anywhere via scalable and secure supply chain services. We manage the channel side of the digital services pipeline (software delivery) enjoyed by millions of people whether they are buying Xbox LIVE products or Office or Windows. This is all done through Microsoft’s extensive retail and e-distributor ecosystem worldwide.
Channel Managers (CM) need to be skilled at managing external and internal channel customer relationships. The CM focuses on managing the launch of digital distribution partnerships to enable channel partners to distribute Microsoft products via ESD (Electronic Software Distribution) or POSA (Point of Sale Activation) as well as the ongoing support of existing partners.
The Channel Manager is always looking to innovate and evolve the business. CM’s must be able to analyze existing processes, capabilities and structures while reconciling them against growing market trends, demands and anticipated changes. The CM must balance the needs of expanding the business with driving the right business efficiencies to enable growth and scale.
Top Challenges:
1. Ensuring a reliable digital supply chain.
The Channel Manager is deadline driven to ensure that partner launches and product releases flow through the supply chain reliably and are delivered on time.
2. Ensuring quality in the ecosystem
The Channel Manager is extremely passionate about quality as it relates to process and systems. If there are any problems, the Channel manager is on point to troubleshoot the issues until closure, to establish the root cause, and to put preventative measures in place. The Channel Manager is creative in defining human, technology, or business policy workarounds when there are deficiencies in the existing processes or systems. In addition, the CM will look to drive long term solutions to ensure the long term stability of the business being an advocate for the business and customer.
3. Innovating to achieve growth and scale of business
The Channel Manager is passionate about evolving/transforming the business, always striving to find ways to improve, whether that is driving the right initiatives to meet the strategic needs of the business or driving efficiencies to optimize capabilities or resources.
Responsibilities:
- Manage Partner and Product launches; coordinating the activities of multiple internal and external parties to plan all launch related activities; track progress against plan; report status; resolve issues; drive quality into the process and ensure on-time launch.
- Develop strong customer and partner relationships; act as subject matter expert for internal Microsoft customers and external partners
Troubleshoot any issues in production; Responsible for following up on any issue in production until closure.
- Ownership and management of run processes as it relates to the digital SW business.
- Drive innovation through process and capabilities to enable scale and complexity
- Project management of multiple projects, some could be global in nature with multiple workstreams. Strong Project management, risk management, organization, collaboration and communication skills are essential
- Measure and deliver success metrics to partners and the business and analyze business intelligence
- Mentor peers on team in areas of own expertise
- Influences senior management to adopt recommendations based on an understanding of the market, revenue, and cost drivers from an operational perspective across regions and/or disciplines
- Partners with global teams to analyze processes and identify optimization opportunities
- Facilitates communications between teams to ensure collaboration at multiple levels
Qualifications:
- Four-year college degree in business, supply chain, computer science or related experience.
- 4-7 years’ experience in supply chain, project management, business operations, or service operations, preferably in a digital product environment with proven process improvements and program/operations management abilities.
- Process oriented, meticulous and excellent communication is a must.
- Knowledge of, experience in and passion for the entertainment and productivity industry is also desirable.
- Project management education/certification (such as PMI) is a plus.
- Fluency in additional languages (Spanish, Portuguese) is also a plus.
- Consistent track record for delivery against tight timelines with constrained resources
- Strong written and oral communications skills at all levels including executive audience
- Conviction, courage and willingness to challenge the status quo, even if perspective may be unpopular
- Passion, positive energy and the ability to create a fun environment, even during times of stress
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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