Microsoft Corporation Senior Program Manager in Chicago, Illinois
Microsoft 365 continues to experience incredible growth as the company focuses on its productivity cloud strategy and enabling secure remote work for its customers. As part of Microsoft Engineering, The FastTrack team has a primary role driving this strategy and is looking for individuals that share in the passion to drive business value and customer success using Microsoft 365 and related technologies.
The FastTrack team is looking for a thoughtful, analytical, independent thinker and high energy individual to drive improvements to customer experience as part of the Quality Operations Program. This role focusesonuncovering key insightsanddrivingmeasurable improvements to both process and data qualitythat will havesignificant impacton customer outcomes.The Quality Program will address quality in the design of the FastTrack process, quality in execution of that process, and deep analysis of results all aimed at improving the Microsoft 365 customer onboarding experience. Key to success will require developing exceptionally strong and collaborative working relationships with the FastTrack Engineering, Operations, Process, and Delivery teams.
Key business metrics & responsibilities will include:
Collaborate with key stakeholders to defineand managequality assessment approachesformajorareas of the FastTrackdeliveryprocess
Analyze and identify systemic areas for improvement across people, process and technology in delivering the FastTrack benefit to customers and produce findings based on trends in theresults
Connect findings and recommendations to business initiatives and collaborate with key stakeholders at various managementlevels
Use a “Growth Mindset” approach to design and implement continuous improvement processes within the Quality program aimed at making the program more effective and efficient in deliveringresults
Interpret FastTrack Quality Program data and generate presentations for senior engineering executive reports, meetings andpresentations
Deliver FastTrack Metrics and Priorities across Microsoft 365 with eligiblecustomers
Manipulate and analyze complex, high-volume, high-dimensionality data from varying sources using a variety of tools and data analysistechniques
Define, track and report key metrics to assess overall business health using Power BI reports
Develop and maintain effective working relationships with M365 Workload Engineering, Product Marketing and FastTrack Delivery teams to deliver against key businessmetrics
Self-driven individual with proven history of demonstrated and measurable business impacts through influence and direct leadership, and a track record of getting thingsdone
Customerfocused–Put the customer(both end customer and internal stakeholders)at thecenter
Drive for results -Tenaciouslypursue positive outcomes, using effective approaches to solveproblems
Planning, Organizing and Executing-Create and drive alignment across program stakeholders via effective communication, measurement, organization, andleadership
A bias toward simplicity–work toward drivingtoward simple, elegantsolutions
Strong analyticalskills taking pride in making data-driven business decisions while defining and improving programinitiatives
Excellent communications and presentation skills – able to present, discuss and articulate challenges to a range of audiences, in a concise and effectivemanner
Must be comfortable with ambiguity and open to changeusing a “growth mindset”while creating clarity to drive positive businessimpact
Familiarity with industry quality standards such as Total Quality Management and Six Sigma
5+ years of relevant experience in product/program management
3+ years of delivery or direct customer facingexperience
3+ years Microsoft 365 or Cloud industry experience
Occasional travel(0-25%)is expected in thisrole
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.
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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