As a company we are focused on helping customers move to Windows 10 and Office ProPlus (OPP). Application compatibility is most often identified by customers as the primary blocker to deploying and updating Windows and Office. Microsoft has made a bold promise to customers: If your application runs on Windows 7, it will run on every version of Windows 10 and Office 365 ProPlus. In the unlikely event that it does not, Microsoft will help you quickly resolve the issue, free of charge. As a result, the Enterprise Management Experiences team created the FastTrack App Assure program to provide advisory and remediation services to support customers as they migrate to Windows 10 and OPP and consume Windows 10/OPP updates. This program assists customers in troubleshooting and diagnosing root cause of app compat failures. We work with customers on the most expedient resolution and drive bugs into Engineering to fix OS and product-level issues.
Responsibilities
As a Program Manager II in this role you will help build out a program that scales to thousands of customers globally. You will help monitor and manage the program ensuring customers app compatibility issues are successfully remediated allowing customers to move forward with Windows 10 and OPP migrations. You will be responsible for managing relationships with various teams within the Engineering organization (Windows, Office). You’ll be responsible to represent the bugs that are reported by the customers in front of the Engineering teams and track them to closure. You’ll be responsible to drive the case data quality, issue taxonomy and create insights which will improve the product quality/customer satisfaction. You’ll be responsible to guide the worldwide team and help them provide optimum solutions to the customers. You’ll be responsible to manage relationships with top Software Vendors and help them address the compatibility issues that their customers are facing on Windows 10 & OPP.
In this role we’re looking for a Program Manager II that has experience in managing complex, cross-organizational change. The ideal candidate has strong organizational and communication skills. Candidates must also display a strong desire to grow their technical acumen, demonstrating curiosity to go deep into technologies and understand impacts to application compatibility and how that may fit into the App Assure model. Candidates will be expected to go deep into customer case data, to understand root causes of issues and how that may inform engineering investments and changes to our App Assure service.
This job provides a lot of visibility, including direct impact on Engineering decisions based on customer experience and data. Hiring people who embody Microsoft’s core values and who create an inclusive community is critical to our organization. We have built an open working environment that allows people to challenge themselves to be better while partnering closely with their peers to ensure we’re all successful. Contributing to the success of others within and outside of our team is critical to successfully delivering on our commitments to our leadership team. If this sounds like the right environment for you to thrive, please consider joining us!
Qualifications
REQUIRED: Deep understanding of Windows internal architecture and the ability to troubleshoot issues.
- Strong understanding of the compatibility issues that customers face
- Strong technical acumen and curiosity to go deep into technical issues to recommend product and service improvements
- Strong collaboration and influencing skills
- Strong communication and presentation skills
- Strong prioritization, time management and organizational skills
- Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to, the Microsoft Cloud Background Check, which is checked upon hire/transfer and every two years thereafter.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
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