Supportability Program Manager Job in Issaquah, Washington US

Supportability Program Manager

This Job is eligible for the following work arrangements :TeleWork;Flex Time Are you passionate about customers? Does taking on big challenges excite you? Are you passionate about operationally supporting a world-class support experience feedback team that affects the lives of millions of consumers? If so, we?d like to talk with you about the open Operations Program Manager position on our team. The Consumer Windows and Office Supportability team is looking for a talented, motivated, and technically strong engineer to join an established and highly efficient team of Supportability Program Managers. The right person will be working and engaging with Line of Business Owners, Executives, Organization Management, Windows Product Engineering and Windows Business Group. This position is within Microsoft Customer Service Support (CSS). CSS is responsible for providing support for external customers that have general questions or concerns about our products, licensing, and the company in general or require technical assistance. Business Purpose: To provide technical and functional support to Service Delivery and Windows Product Group Partners for Windows and related technologies: Provide the timely production of actionable Business Intelligence for Windows and related technologies derived from Microsoft Retail and Communities incident data. Collaborate with Partner Technical Leads (PTLs) and Service Delivery Managers (SDM) to provide the following: § Customer, Partner and Support Professional Advocacy. § Reporting and triage of Business Intelligence to Windows Serviceability, Product Groups, Partners, and Service Delivery driving and tracking resolutions to identified issues for Windows XP. § Representation of Customer and Partner Experience, Support Experience, and Product Failures to the Windows Serviceability, and Windows Product Groups. Role in the Organization: This role reports directly to the Windows Lead Supportability Program Manager and will supervise a Product Feedback Analyst. The Supportability Program Manager is accountable to the Lead Supportability Program Manager for process execution, triage, reporting, and representation to Windows Serviceability, and Product Groups. This role will work closely with the Lead Supportability Program Manager to collaborate with the Partner Technical Leads (PTLs), Service Delivery Managers (SDM), and other technical resources within the organization to build a virtual team that will provide focus and resources to drive improvements in Windows and related technologies. This role will work closely with the Lead Supportability Program Manager to facilitate communication between the Windows Product Development team(s), Windows Service Delivery, internal and external Partners, Windows Sustained Engineering and the Windows Product Groups to improve Product Quality, Support Experience, and the Customer and Partner Experience for Windows and related technologies. Core Job Responsibilities: Business Intelligence Provide trending, analysis, and reporting of Business Intelligence representing Customer and Partner Experience, Support Experience, and Product Failures from Retail Incident data. Provide trending, analysis, and reporting of Business Intelligence representing Customer and Partner Experience, Support Experience, and Product Failures from Communities Incident data. Proactively communicate top business intelligence issues and status to Service Delivery, Partners, Windows Sustained Engineering and the Product Groups. Supportability Training Content o Provide Training Content Gap Analysis for top Customer and Partner Experience, Support Experience, and Product Failures to ECO and Windows UA for training content development and improvement for Windows and related technologies. Product Improvement Serviceability o Engage with Windows Sustained Engineering and Windows Product Groups for Windows and related technologies providing the following: o Reporting and triage of Business Intelligence; driving and tracking resolutions to identified issues for Windows and related technologies. o Advocacy on behalf of the Customer, Partner, and Support Professional. o Engage with Service Delivery around Windows and related technologies. o Collaborate with the Partner Technical Leads (PTLs) and Service Delivery Managers (SDM) to provide the following: § Reporting and triage of Business Intelligence derived from Retail incident data. § Feedback on data quality and recommendations for improvements. § Representation to the Windows Sustained Engineering and Windows Product Groups for Windows and related technologies. Basic Qualifications Minimum 3 years experience at or working with software call center or technical support agents 1-3 years minimum data analysis and issue trending research of support or product feedback data Proficiency in Microsoft Office or Office ?like? applications Proficiency in bug filing and reproduction Minimum 3 years customer service or Account management experience Experience with teaching, training, and/or creating presentations. Experience working with and/or creating and maintaining process documentation Experience working with (including but not limited to) classifying to, creating and/or maintaining coding taxonomies Statistical trending and analysis 2+ experience in program management relating to product development/product planning processes. Understanding of a software or computer hardware product life cycle Deep technical understanding of Windows technologies and how to troubleshoot resolve customer issues Familiarity with Windows Servicing and Windows debugging Preferred Qualifications 2 years of Call Center or Tech support exp. 4 yr degree Experience conducting Technical interviews Experience working with communities MVPs Experience with social media sources such as Twitter, Facebook, or technical Forums. Deep technical understanding + ability to debug issues to code level Deep understanding of Windows Servicing and Windows debugging Interested in learning more about Customer Service Support? Follow us on Twitter @MicrosoftCSSjob, become a fan on Facebook under "Microsoft Customer Service and Support", and find our blog at http://blogs.msdn.com/b/peoplefirst . SS:CS