Job Description/Purpose: Microsoft is making a huge investment in transforming its Customer Service organizations in FY06 and beyond. Supporting this investment, we’re looking for an experienced Program Manager to build up the GCR regional Customer Service readiness and change management strategy, and lead/drive the key global and local Customer Service strategic initiatives.

The Program Manager is responsible for driving the implementation and broadening of the availability of Customer Service solutions and the Change Management System to new audiences. The PM is focused on ensuring consistent, repeatable customer experiences by delivering effective service readiness and change management solutions and programs to all employees engaged in customer service. This role is responsible for all phases of service readiness and change management for upcoming product, program, policy and process launches/changes.

The PM will work directly with management, cross-divisional groups, and global and local clients to ensure that the right information, resources, processes, marketing and communications are deployed to support specific business needs (i.e. new programs, offerings, processes and tools).

Responsibilities:

Service Readiness and Change Management Program Manager’s responsibilities are three-folded. Note that these three areas of focus are often intertwined. The main job activities are outlined but not limited to below:

 Service Readiness

§         Collaborate with key Business Group contacts, project teams and Global/Regional Customer Service contacts to design, develop and implement readiness training programs that support business objectives. 

§         Develop and maintain service level agreements to define, document and manage key relationships with internal stakeholders.

§         Create and maintain readiness documentation of all processes and procedures and ensure that all training materials are accessible for Customer Service centers

Change Control

• Enhance Customer Service change management process in GCR
• Manage and track Customer Service related change requests from business owners and ensure seamless deployment
• Lead Change Control meetings with business owners and Customer Service stakeholders to assess change impact and ensure Customer Service readiness.

 Program Management

§         Responsible for effective program/process implementation (before and after new program, product, process or offerings launches) to ensure standards and service level requirements are met for our customers, partners and subsidiaries.

§         Produce and own the master schedule of initiative and regional project plans, ensuring that all interdependencies are identified and factored into the master schedule. 

§         Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives.

§         Act as a key point of contact between the Customer Service team and other internal groups. Represent the Customer Service team in presentations to senior management and other stakeholders as required.

 Qualifications Recommended:

       ·         Possess the ability to maintain flexibility and openness to a rapidly changing environment, and to work on multiple initiatives under continual deadline constraints.

·         Minimum 2 years of project management experience. Demonstrated ability in creative problem solving and excellent negotiation skills.

·         Experience in a Customer Service or call center environment preferred. 

·         Demonstrated ability to effectively interact with all levels of management and staff.

·         A broad knowledge of overall Microsoft operations, product lifecycle and business practices preferred. This includes:

o        Demonstrated knowledge of Microsoft sales, partner and marketing programs is preferred. 

o        Knowledge of the various forms of support provided by CSS and relevant technologies is required.  

o        Demonstrated knowledge of service delivery via telephone and electronic media.

o        Demonstrated skills in people management, project management, presentation skills, decision-making and strong commitment to excellence in customer service.

o        Demonstrable Knowledge of COPC, Six Sigma, ISO9000 and/or other quality improvement processes preferred.