Program Manager- Field and Delivery - Microsoft Corporation

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Modern Life, Gaming and Customer Service (MLGCS), a Support Business Unit within CSS, is a group of 320+ Microsoft employees and over 7,500+ Delivery Partners Advocates spanning 39 sites across the globe. The MLGCS organization provides service and support for all Microsoft consumer products and services, as well as commercial customer service, customer protection and fraud intelligence. We create trust and confidence for every person and organization through a connected customer experience. We are looking to hire a Program Manager- Field and Delivery who will be an amazing partner amplifying our Microsoft support brand across the world. As one of the largest services and support networks in the industry, Microsoft Customer Service and Support (CSS) helps more than one billion customers around the world each year. In MLGCS, we deliver support to consumer and commercial customers for products ranging from Office and Windows to Surface devices and Xbox. As a member of our global team, you will be offered opportunities to learn and grow, be empowered to develop a program of customer obsession by partnering with our internal Learning, Service Delivery, Field Sellers and Product teams.You will develop the strategy for sharing and reinforcing our CARE(Communicate Effectively, be Accountable, be Resourceful and show Empathy) experiences internally and looking to deepen our teams' knowledge and their skills, developing talent who want to stay with Microsoft. You will be the trailblazer inspiring change in how we communicate with our Field and Delivery Partner teams enabling them to achieve more with our support teams. This is not 'another job', this is a career changing role where you will be surrounded by people that are insatiably curious and always learning, obsessed about our customers, and who believe that world class support is critical to customer success.? Still interested? So, what is it we are really looking for? A curious and cusomer centric Program Manager who will work with our teams across MLGCS to live and love the CARE Experience and cultivate a customer obsessed culture across every support role. You should be able to communicate complex information clearly, concisely, and powerfully. If you can translate difficult concepts into easy-to-understand narratives, can adapt quickly and capitalize on new technologies and customer interaction models, can lead the creative development and production of rich media content, and know how to leverage and syndicate great content across multiple channels, we want to talk to you. This role is flexible in that you can work up to 100% from home. Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. **Responsibilities** In this role, you'll: + Join a team that believes in meeting the customer where they are using content and videos that get information across efficiently and powerfully to help millions of Microsoft customers accomplish their goals, no matter what product, device, or service, they are using. + Work with the Program Managers, Support Planners, Field teams, Delivery Partner teams, Service Delivery, Leadership and communications leads to translate their creative direction and editorial guidance throughout all phases of the production process - examples of communications include updates on project status, service and support process updates and changes. Issue awareness around products and systems. New Product Introduction announcements. Generate executive communications support in close partnership and alignment with Business leads and Managers to help drive the communication plan for the Devices Post Sales Experience initiative (Newsletters, Project Updates, Status Reports). + Empower our field sellers, stakeholders and executives through the sharing of knowledge and information to manage their business more effectively, reduce escalations, and increase field and customer confidence in services and support. + Work with internal teams to build and promote ONE Microsoft culture. + Engage across our Delivery Partner ecosystem to inspire customer centricity. + Partner with world class designers, engineers, and writers to conceive, develop, and produce remarkable videos and motion graphics. + Analyze, respond to, and share customer feedback and data and use that data to focus your content development efforts. + Regularly evaluate and report on the success of content using measures of ratings and feedback **_Other_** + _Embody our_ _culture_ _and_ _values_ **Qualifications** **Required/Minimum Qualifications** + Bachelor's Degree in Business, Operations, Communications, Digital Media, Film, TV, or a related field, AND 2+ years work experience in program management, process management, process improvement + OR equivalent experience. **Preferred Qualifications** + 2+ years of experience in digital content publishing or digital management + 3+ years recent experience with digital publishing modalities (e.g., Web, social media, in-product, training, online ads) producing and creating broadcast-quality video and motion graphics. + Experience in Adobe Premiere, After Effects and Photoshop, Final Cut Pro, videography, lighting, and field production. + Experience in the creative development and production of motion graphics in HTML5 and XAML. + Experience in adopting new technologies, media, and customer interaction models to produce content that makes technology understandable and exciting. + Demonstrated data analysis and reporting skills. + Experience working with product development, customer support, and marketing teams. + Proficient project management and communication skills. + Ability to work without supervision collaboratively across multiple teams and deliver on time and on budget. Business Program Management IC3 - The typical base pay range for this role across the U.S. is USD $72,800 - $144,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $95,100 - $157,900 per year. Microsoft will accept applications for the role until April 14, 2024. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .