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Program Manager, Online Operations - 701170

Computers/InternetPosted 34 days 6 hours 40 minutes ago. Viewed: 73 times.

Description

Program Manager - Online Operations

The "Business Incubation & Online Services" (BIOS) Operations group owns the scoping & onboarding of newly acquired or organically grown business as well as the Microsoft Online Services business. We own & manage the end to end order to cash cycle including T3/T4 support and revenue assurance. This role focuses on the Online Services space which is one of the top three priorities for the company and has direct visibility to many senior leaders. The Online Services roadmap has been and continues to be extremely aggressive. Over the last 12 months the BG together with BIOS and other stakeholders have built a new commerce platform, deployed it and monetized services in 20 countries. The plans in FY10 are to expand the number of countries significantly, onboard additional services like Windows Azure and develop new business models to serve our customer & partners while challenging our competitors in this new and rapidly evolving cloud computing space. Together we are transforming the company to achieve the Software + Services vision. BIOS has been instrumental in the success of the Online Services platform development & deployment by partnering closely with the BG and other key stakeholders to ensure the design of the business models can be executed efficiently and can scale globally. We are looking for a very strong Operations Program Manager who can work directly with senior people in the BG marketing & engineering groups as well as stakeholders from multiple groups in the company (WPG, EPG, SMS&P, LCA, Tax, WWLP, ROCs, Subs, etc.) to collaborate on the design and implementation of the new channel models considering all of the operational order to cash processes as well as the needs of other stakeholders. Key Responsibilities: Represent Worldwide Operations in business / channel model discussions with BG Marketing team and others to ensure the design can be executed efficiently and can scale globally. Work with the operational business process owners and the other groups within Worldwide Operations (ROCs, GPS, LMX, etc) to identify any new business processes required to support the business / channel models. Work with the BG Engineering teams to influence design by translating the new operational processes into system capabilities and features. Document these as requirements and submit them to BG Engineering. Work across multiple operations teams and other stakeholders to understand their requirements in order to build consensus. Prioritized them correctly taking a broad Microsoft company view. Solicit feedback & input from the Regional Operations Center (ROC) teams and in order to represent the voice of the field, partner, and region that need to be considered. Drive the execution by ensuring requirements are gathered, documented, prioritized and communicated within defined timelines so engineering team can start coding on time. Ensure the resource implications of supporting any manual processes are made clear, that the funding is secured to put those resources in place and there is a plan in place to automate the process in the future. Lead discussions across numerous corporate stakeholders including WWLP, EPG, SMSP, Finance, WPG, LCA, Tax, Field, etc when additional analysis is required to resolve conflicting information and gain consensus Present analysis, options and recommendations to senior management and communicate decisions to appropriate stakeholders.

The ideal candidate will have: Strong operations & IT background; Prior experience in the telecommunication or hosted services business operations; Knowledge of collaboration/communication technologies; Deep understanding of operations deployment in support of SAAS; understanding of need to support Customer satisfaction and the user experience; Strong leadership & organizational skills; Analytical process minded; Objective and independent; Ability to speak in both business and technical terms; Understanding impacts of customer or business requests on the solution. The ability to be successful in an ambiguous, highly dynamic and continually changing environment.

Candidates should have at least 10 years experience in operations, program or solution management, with direct experience designing large scale customer & partner businesses models. A technology background implementing multi tenant operational platforms for global multinationals & developing business requirements for world class operations support is a distinct advantage. Hosted internet service operations and start-up experiences are a plus, as are strong project management principles. The ability to collaborate effectively on multi-disciplinary teams is essential & experience managing a team (even virtual) is preferred. Candidates should hold a BA/BS honors degree, MBA preferred.


Industry: Software
Discipline: Prof. Svcs/Consulting
Experience: 11 - 15 Years
Level: Manager
Compensation: $100K+
Company: Microsoft Corporation

Contact information

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