| Contract job opportunity for Program Manager with Remote at Remote, Remote, USA |
| Email: [email protected] |
| From: Praveen, Themesoft Inc [email protected] Reply to: [email protected] Role: Program Manager Location: Remote Duration: Contract Skills: 1. Data analytics looking at data and come to a business conclusion 2. Critical thinking 3. Utilizes data from backend and product data Industry experience, cloud, azure, MSFT experience Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes. Identification and Prioritization Identifies patterns in data sources, incorporates new data sources, and prioritizes issues and risks for moderate to highly complex products. Leverages external information (e.g., web, blogs, reviewers, telemetry) to validate and synthesize data into action (e.g., create new diagnostic and telemetry, tools, product changes); collaborates with delivery team to identify issues and risks. Performs reviews of multiple feature areas and assesses the potential risk to the customer experience. Proposes and validates potential resolutions for user or product experience. Partners on more advanced automated solutions, workflows, readiness, and/or process improvements (e.g., bots, Machine Learning, diagnostic tools) for delivery teams and/or customers. Partners with engineering leadership to identify opportunities for new features, tools, or capabilities in products/services. Identifies opportunities for new features, tools, or capabilities in products/services. Presenting Issues and Risks Uses a data-driven approach to communicate the customer story to a variety of audiences (e.g., customer support services leadership, engineering leadership) and issues/impact with engineering partners. Serves as a subject matter expert and trusted advisor to the product group for moderate to highly complex products. Mitigation Management Anticipates issues, assesses impact, identifies and implements mitigation solutions for their area of focus and measures mitigation impact to customer experience across issue lifecycles and geographies. Identifies mitigations used across all areas of focus, including cross-products/programs, and recognizes elements that are appropriate to apply to their area of focus. Partners with engineering teams to drive mitigation and implement solutions. May reach out to third parties to address when their respective product/changes impact Microsoft customers. Identifies issues from previous versions and ensures that issues are addressed in future versions. Communicates issues, status, mitigation options, and trends to relevant stakeholders and tailors messaging to a broader audience; reports the impact of mitigation on operational metrics (e.g., customer satisfaction, cost) and analyzes feedback to drive further improvement in customer experience. Collaborates bi-directionally with engineering on customer issues or suspected customer issues in effort to guide engineering on how customers will see the issue, their reactions, and questions for a broader audience. Opportunities Analyzes the experience, the voice of the customer, and delivery team at a market and/or company level to identify new opportunities to drive customer loyalty and return on investment (ROI). Raises opportunities to stakeholders for sponsorship, reviews experiences of other business units or competitors, and identifies ways to incorporate into their strategies to drive continuous improvement and growth in current and future products/versions. Finds supportability efficiencies between related products and technologies at Microsoft. Data Utilizes data from backend and product data. Collaborates across SBU/Engineering team to merge data. identifies new and innovative ways to analyze data and trends; leverages and/or builds dashboards with Customer Service and Support (CSS) and Engineering by filling requests, identifying data pulls that they need, etc. Taxonomy Serves as data steward across product lines to ensure they take a consistent approach, strategically forward thinking, and accurate." Regards, Praveen [email protected] Themesoft Inc Keywords: business intelligence |
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| Thu Aug 10 20:45:00 UTC 2023 |