Support Program Manager

Support Program Manager     This position is responsible for understanding and defining product development engagement practices for the MSN and MSN web properties support business. In addition, responsibilities include the development of a positive and productive relationship with the MSN development teams to provide high quality feedback and reduce the cost of supporting MSN customers. This position will also be responsible for setting reasonable targets for business improvement then managing across businesses to achieve these results. In addition, this position will be required to perform complex process flow and cost analysis in efforts to improve customer satisfaction and drive significant reductions in the cost of supporting MSN customers.

 

In this position, you will work in a shared business environment and leverage expertise from peer teams to meet common objectives. Provide leadership to technology and business leaders to provide high quality and meaningful product information to product development teams, cultivate and quantify accurate and high quality business measures that properly influence behavior to improve the internet experience of MSN customers. As such, this position requires the candidate to be of sufficient technical depth to communicate with development and other internal organizations at a peer level. This includes knowledge of object oriented programming concepts and knowledge of one programming language such as VB.net, C# or C++ (candidate will not need to write code, just be able to understand it), network (TCP/IP) configuration and understanding of IIS. This role is broad in that all functions support other teams, from product development through support delivery, to support vendors. A significant portion of this role will be issue definition and reconciliation among groups with disparate views and approaches to ensure positive movement toward business problem resolution.

 

Job Requirements:

 
Qualifications and Job Criteria: Applicants should have a four year degree in Computer Science, Engineering, Information Systems or related discipline and a minimum 5 years of experience in the high tech industry, preferably in services and support with an emphasis on influencing the product development process.
A minimum of 3 years working with product development processes and functions in a leadership role
Candidates must also have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment
Successful functional role in shipping a minimum of 2 products
Experience in the definition and analysis of metrics from intangible methods and processes
Strong negotiation skills - ability to resolve conflict among organizations and leaders with disparate objectives
Proven and definitive track record of results
Proven experience in partnering across disparate business functions to influence decision making in external business groups
Ability to develop productive and results driven relationships with Microsoft internal and external business partners
A demonstrated ability to work with multi organizational teams composed of individuals with expertise in a wide range of disciplines.

 

 Microsoft offers an excellent benefits package to full-time employees including medical, dental, vacation, employee stock purchase plan, and 401k, plus some great extras including: our 24-hour nurse line, stay fit program, product discounts, and paid infant care leave. All part of our commitment to our most important asset: our employees. For more information about life at Microsoft, please visit our careers website.

 

Microsoft is an equal opportunity employer (EOE) and strongly supports diversity in the workforce.