Job description
Microsoft 365 is one of the fastest growing businesses in Microsoft and the key product supporting Microsoft’s cloud first-mobile first strategy. As the Customer Experience (CxP) team, we are focused on quickly onboarding customers to our services, ensuring an unparallel customer and partner experience, creating a responsive customer/engineering feedback loop that is guided by data, and helping our customers derive maximum value from our platform. To help customers accelerate the realization of business value from their investments in Microsoft FastTrack 365, Microsoft FastTrack launched FastTrack. The goal of FastTrack is to help our customers transition to Microsoft FastTrack 365 services quickly with the highest level of satisfaction.
The FastTrack Quality team is a diverse, collaborative, solutions-oriented team committed to infusing diversity and inclusion principles into our hiring, our communication, our innovation, and the way we connect with our customers either directly or through our multiple listening channels. We are seeking a Senior Program Manager to join our team who will be accountable for analyzing product and operational feedback and driving customer centric improvements across the global FastTrack teams. This individual will have a data driven approach and have experience of how to integrate Voice of Customer principles to define and drive organizational improvements.
You should have a growth mindset, be curious, and eager to learn by embracing diverse perspectives. This role requires customer first thinking, out of the box skills of how to apply available data to identify the customer experience, demonstrated cross-group collaboration, and deep knowledge of cloud services adoption that is attained through engaging throughout the Microsoft FastTrack Customer Decision Framework to support business aligned usage plans for all workloads.
Responsibilities
- Define by leveraging your strategic and tactical analytical skills key pillars from a product and operational perspective that impact customer effort.
- Help identify and influence business/engineering systems (process, people, and tools) roadmaps to ensure operational readiness and adoption of capabilities being implemented.
- Contribute to and create a diverse and inclusive culture where everyone can bring their full and authentic self, where all voices are heard, and where everyone does their best work as a result.
- Develop, leverage, and influence both new and existing tools to help identify and prioritize where the FASTTRACK work efforts and investments should be made (automate manual tasks, increase data quality, and improve customer insights).
- Contribute to the evolution and maturity of Fasttrack’s Customer Driven evolution
- Coach and mentor peers and leadership the customer experience impact of the FastTrack @scale approach ( leading with automation, FRP delivery that are aligned to FY priorities.
- Support Product Management, Modern Work Architect Specialists in detailed product analysis.
- Help analyze business and operational metrics in problem areas, determine potential root cause scenarios and pursue data-driven proposals and contribute to FY impact.
Qualifications
Required Qualifications:
At least 5 years of proven experience as a Program Manager with thorough understanding of project/program management techniques and methodology.- Green Belt or Black Belt Certified a plus
- Technical understanding of the Microsoft FastTrack 365 suite.
- Keen ability to convey ideas effectively with project stakeholders and leadership.
- Quality process engineering experience, and/or process quality control methodology knowledge.
- Ability to be agile and work in a dynamic environment.
- Persuasive communication skills and presentation skills are essential
Preferred Qualifications:
Experience with using customer analytics to drive data analysis in deriving significant key insights.- Green Belt or Black Belt Certified a plus
- Believes that success is shared accountability across the whole team.
- Knowledge and experience of Microsoft FastTrack 365, the FastTrack motion.
- Exceptional PM acumen with proven success in "engaging virtual teams" with the ability to influence others. Able to work across a highly matrixed organization that includes internal and external stakeholders and partners.
- Able to work across a highly matrixed organization that includes internal and external stakeholders and partners.
- College BA/BS or equivalent professional experience.
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.
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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