Global Advocacy Program Manage

Job Category: Customer Service & Support
Location: Redmond, WA, US
Job ID: 831675-107972
Division: Services & Support

Standard Job Title: Advocacy Program Manager

Are you interested in being part of a team that is helping Microsoft to become #1 in every market? The Customer & Partner Advocacy Organization (CPA) enables Microsoft to proactively listen and respond to customer and partner issues. Our internal systemic issue management model, known as OneList, provides streamlined processes to ensure the right visibility, engagement with experts and communications to our field teams. As a key partner with segments, BG, CPE and Compete leaders, we collaborate to drive fast resolution of existing issues and drive vital insights from those back into the business teams to prevent issues in the future. We build business cases for change and broadly influence internal decision makers on products, programs and policies to improve customer and partner experience.

Microsoft's Systemic Issue Advocacy team has a challenging leadership role available for a Global Advocacy Program Manager. This position allows you to have a broad impact on removing sales and deployment blocking issues to help Microsoft exceed its business goals. This position will leverage your relevant field experience, exceptional program management skills, and showcase your ability to contribute to the overall strategic goals, married with your outstanding analytical, organizational and communication skills. You must be comfortable with managing other teams by demonstrating effective influencing skills. As a key partner to the CFA, CPE, Product Quality and SLMX teams, you will be responsible for driving critical business requirements to define valued insights for our stakeholders, effective tools for our advocacy specialists, and work closely with regional v-teams to ensure we are growing our talent pool around the world to manage the expansion of the program.

Primary Responsibilities:
1. Drive the definition, validate and present the set of standard reports needed to support the program's expanding stakeholder audiences to deliver business insights. This role is focused on business requirements and analysis - with the report production and delivery provided by Business Operations Team within the Customer & Field Advocacy organization
o Lead the development of business requirements, assessing stakeholder and CFA inputs
o Transfer business requirements to the CFA reporting team; ensure interpretation of requirements; understand timeline for delivery and production implementation and communicate back to stakeholders.
o Direct the team on report utilization and derive actions to drive a discipline within OneList of leveraging standard reports in meetings.
o Establish a cadence of presentation of OneList analysis and insights to key audiences (EPG, CPE, Compete, CATM), with consideration for the inclusion of complementary reporting and insights (eg Iridias, GetHelp, Social)
o Become the expert on business insights and be recognized by key stakeholders as a go-to point for OneList information.
o Own the delivery of the Strategic Scenarios Report and Monthly Business Update. Provide business insight and analysis elements for ROB activities.
2. Systems & Tools business requirements with specific focus on OneList
o Assess the systems and tools needs to support the OneList program as a critical asset for the company and help CFA to prioritize based on business needs
o Focus on developing our evidence capture capabilities and other key taxonomy capture aligned to stakeholder requests by establishing the tool requirements and APIs with complementary systems eg GSX/CRM, Win/Loss, CompHot, KSBO, MS Solve) to enable the capture of key data and to simplify the analysis and related output from the OneList case management system.
o Drive the definition, review and validate all case management UI design changes with Regional OneList Landing Leads and submit design change requests to the Tools PMO. Ensure appropriate interpretation, work to agreements in delivery.
o Champion and Resolution Owner Dashboard - engage with SME Network Lead from CFA to provide the right presentation of information for our Champs and Res Owners on key data summarizing their impact and contributions to working through OneList issues.
3. Systemic Case Management Training Strategy and Business Definition
o In collaboration with the CFA global Readiness team, land a final major online training module for teaching AS about the case management lifecycle - what it is, how to use it, what is required, how to document issues in the tool, etc. Update twice yearly.
o Gather and validate business requirements for advocacy specialist skill and competency development as it relates to managing OneList cases.
o Communicate requirements to CFA global readiness team, collaborate to deliver a timeline for implementation which builds a library of skills training that can be leveraged in on-boarding processes and for refresher training. Ongoing updates made as necessary.
o Provide support to the OneList Regional Landing leads to ensure that training is being delivered in region and progress is being made toward the goal to develop our key talent available for OneList Case Management.
4. Product/Service Expertise
o Develop an expertise around a group of products (eg Servers) or services (eg Consumer) so as to be able to see connected relationships between systemic issues
o Provide expertise to OneList case managers as needed
o Maintain relationships with the key stakeholders who provide OneList with the issues on actions such as managing intake and assessment.
o Evangelize appropriate use of GetHelp as the front door to OneList
5. Benchmarking and Continuous Improvement to drive efficiency, faster resolution and value
o Collaborate on the evolution of our KPIs to focus on continuous improvement
o Determine the strategy and implementation to survey our key stakeholders; resulting in actionable outcomes for improvement.
o Drive commitment setting among our champions and resolutions owner to a standard, acceptable commitment.
The ideal candidate will have:
- Broad knowledge of Microsoft's software, service and device offerings and an understanding of the Microsoft organizational chart
- Ability to identify with what is important to the variety of stakeholders he/she engages with
- Excellent written and organizational skills
- Proven knowledge of the field sales organization
- Experience in communicating at various levels of management including executive management
- Demonstrated project management skills and ability to manage multiple projects simultaneously, proficient use of Excel, PPT and SharePoint.
- An ability to deal with adversity, change and last minute course adjustments at any time
- Strong knowledge of how Microsoft does business in the field and with partners
- Ability to aggressively drive collaboration in order to strengthen key relationships, resolve issues with speed and implement solid processes.
- An ability to work independently and make progress when ambiguity exists
- The initiative and determination to respectfully demand the attention of busy stakeholders
If you thrive on working in an extremely fast-paced and demanding environment, and love taking on big challenges, submit your resume.

Required Qualifications
- 5-8 years program management experience
- BA/BS Degree qualification or equivalent experience
- Ability to look at basic technical information and determine potential customer and/or partner impacts
- Fluent in English both written and verbal
- Strong written and verbal communication skills in a globally diverse environment
- Ability to create and maintain stakeholder level relationships and manage stakeholder expectations
- Strong presentation skills and experience, ability to speak with confidence to internal teams.
- Microsoft experience preferred

Personal Attributes
Passion for solving customer and partner issues
Integrity and honesty
Open and respectful
Willing to take on big challenges

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