Customer Experience Program Manager
Location: Bellevue, Washington, Charlotte, North Carolina, Redmond, Washington, United States
Job Type: Full time
Do you have a mind for finding new ways to solve problems across people, process, and technology? Then come join one of the highest performing, fast paced, and energetic teams in Microsoft! The M365 FastTrack team is looking for a Senior Program Manager to join the FastTrack Process Engineering team.
In this role you will enable FastTrack to help enterprise customers transform their business and IT environments through the adoption and usage of Microsoft 365. You will help design the customer experience through the FastTrack playbook and tools. You will be working with our M365 engineering teams to drive growth by providing prescriptive guidance, best practices, new tools, and resources for the FastTrack Delivery team, and the FastTrack Ready Partners to execute with our customers.
This role will be focused on our programs and processes to integrate FastTrack with different field organizations. In this position you will work across FastTrack’s Process PMs, Build PMs, OPS PMs, Delivery Excellence PMs, QA PMs, and our field teams in corporate and in the EOUs to drive joint execution programs. You will drive and architect the creation of joint playbooks closely partnering field roles with FastTrack roles in an orchestrated process. You will leverage existing models in our FastTrack Orchestration Portal (FTOP) tooling and create new ones to provide a unified and differentiated customer experience. You will help FastTrack use ROI models in partnership with our DP+G IDEAs team to identify the key drivers of customer success and the fastest most impactful processes and tasks that deliver it.
You will analyze FastTrack and Field engagement data, quality program data and insights, and customer success-to-playbook execution correlation metrics to identify new ways to deliver high quality customer engagements and outcomes.
This role will place you in a key role driving some of the most important and critical FastTrack and Field priorities. It will help you excel at Program Management by being document driven, and date driven to deliver on your program.
Design, build, modify, and improve key FastTrack delivery team processes aligned with the FastTrack scorecard to drive successful outcomes.
Drive and influence the design of joint unified playbooks between FastTrack and Field Roles in the CSU and EOU to deliver differentiated and superior customer experiences with improved and faster outcomes.
Partner with Engineering, Product Managers, Build, Process, Motions and Delivery PMs as part of their rhythm of the business to respond to new asks for FastTrack and incorporate new processes and workloads.
Analyze and identify systemic areas for improvement across people, process, and technology in delivering the FastTrack benefit to customers.
Define and help design how to measure ROI for FastTrack motions, processes, and process improvements in partnership with the IDEAS team.
Analyze business and operational metrics in problem areas, identify potential root cause scenarios and pursue data-driven proposals to drive impact.
Think through complex and difficult problems and propose new ideas, detailed plans, project potential outcomes and impacts and break down the work into actionable phases.
Create project plans including problem statement, root cause analysis, supporting data, solution alternatives, investment estimates, project schedules, and present to the FastTrack leadership team.
Present to FastTrack and other key corporate field Leadership teams on the program plans, roadmap, deliverables, impact, and insights.
- Experience in Program Management with a focus on customer support, adoption, or deployment programs, and change management with a WW scale.
- Exceptional leadership acumen and demonstrated success in engaging virtual teams with the ability to influence others.
- Experience working with or supporting field and services roles.
- Experience working with field and services roles as part of a program delivery at scale.
- PROSCI Change Practitioner Certification.
- PMP Certification.
- Data analysis and Power BI reporting skills.
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.
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