Job Category: Customer Service & Support
Location: Seattle, WA, US
Job ID: 826813-104173
Division: Services & Support
Are you someone who is passionate about providing customer experience? Are you a strong collaborator who is also decisive and results-oriented? Are you interested in the potential of Advertising? A rare and exciting opportunity exists to influence the way Advertisers and Apps Developers interact with Microsoft.
As a Supportability Program Manager for Display Advertising Support, you will work closely with business and product group stakeholders in Online Service Division (OSD) and Advertising & Online (A & O) to ensure that our customers (Advertisers & Apps Developers) have the best experience possible with our advertising products & platforms and our advertising monetization platform. You will own driving the Voice of Customer feedback into the advertising products, services and platforms. You will help drive future improvements to the product, service and ecosystem by providing the customer perspective in a well-articulated, data backed, manner that clearly identifies product/service/policy issues, the cost of these on customer satisfaction and implications to the business. You will drive the readiness and preparation of the support teams for the new ad products, new services and platform changes.
While focusing squarely on reducing call drivers, improving customer satisfaction and support agent readiness, you will work extensively across organizational boundaries, influencing decision makers and collaborating to make decisions that are best for the display advertising business including monetization for Application Developers for Win 8 and WinPhone 8 and display advertising in Xbox, MSN, Skype, etc.
You will be responsible for gathering holistic feedback from customers, users and stakeholders and translating this feedback into feature requests, functional requirements, and process improvements.
On a day-to-day basis you will own the Voice of Customer, coordinate and source content through a variety of listening posts, develop and deliver a number of key Voice of Customer bulletins and reports, build solution ideas, and advocate for the customer while providing excellent support representation and business intelligence. You will also participate in the operational readiness of new product launches, training/documentation development and spec reviews and ensure all technical readiness criteria are met for support agents.
Key accountabilities include:
Accountable for driving the Voice of the Customer into the Display Advertising Experience BG and R&D through a variety of mediums (Bulletins, Most Wanted Lists, Frontline Support Shadowing sessions, Call Driver reports, VoC SharePoint).
Accountable for support agent readiness for new releases and new products, including engaging early with BG & R&D planning to drive support principles and experiences into the product, troubleshooting documentation and operational & technical readiness of support agents. Assist with training curriculum development and review all documents for technical accuracy for support agents
Accountable for working closely with the product to develop support plans for product launches. Ability to identify and scope program requirements (problem statements, proposed answers, timescale, cost) and then manage through delivery to sign-off complete. Project manage the support agent readiness activities.
Accountable for feature requests and requirements implementations by the product groups (BG and R&D).
Provide detailed analysis of where problems exist and form business solutions to resolve. Present compelling ideas to Senior Management to improve our customer/business experience. Review development bug databases to ensure that appropriate solution objects are created. Review design specs and test plans to identify support gaps and anticipate support scenarios
Champion customer experience and satisfaction in the product development cycle
Knowledge, Skills and Experience:
Proven project management experience with large, multi-stakeholder projects. PMP preferred.
Proven ability to influence and drive product, service, content or workflow enhancements and change that benefit customers
Demonstrated analytical abilities include data analysis from call drivers and support metrics using multiple data sources to drive change.
Strong knowledge of how to use market intelligence and competitive landscape information
Demonstrated cross-group and BG/PG relationships a necessity and influencing for impact a must
Strong verbal, written and presentation skills
Customer Service or Support experience (desired)
Strong background in advertising or online experience (desired)
Proficiency with excel pivot tables, SharePoint, TFS and Product Studio
Experience in supportability PM or experience PM role.
3-5 years of project management experience with large, multi-stakeholder projects.
3 - 5 years of related experience in program management or customer experience design & development.
Demonstrated results in serving as a lead program manager driving complex end to end implementation across a broad virtual team.
A bachelor’s degree is required with preferred focus in product planning, program management or computer science.
Demonstrated skills in communication to all levels of leadership.
Passion for our customers and partners and for resolving the difficulties that they face while using our products.
Proven track record for driving results
Ability to identify gaps in customer experience and partner with teams to develop improved processes and technology solutions.
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