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Operations Program Manager, Business Incubation & Online Services | Microsoft Software Licensing Inc. | Fargo, ND
High-tech in the heartlandWork at Microsoft and still enjoy the
laid-back Midwest lifestyle. At our Fargo campus, we develop and support
major software products like Dynamics, Office, SQL Server, and Visual
Studio - and we get to do it in America's heartland.
Established in 2001 with our acquisition of Great Plains Software, the
Fargo campus is now home to a major Microsoft Dynamics development
center. In addition to research and development, you'll also find
customer service and support, IT, inside sales, and marketing
teams. Plus, we have a team of accountants and specialists who
manage our U.S. payroll, global headcount operations, and other
operational and financial needs for the entire company. We also
run one of Microsoft's nine Executive Briefing Centers
There's a lot to love about Fargo. The commute to work tops out around
15 minutes. Our communities are tight-knit. And contrary to what you
might have heard, it doesn't snow year-round here. We enjoy four
distinct seasons: Our springs are mild, summers are warm and beautiful,
and falls are cool and colorful. We work with some of the brightest and
friendliest people in our industry. We have a culture of working
hard-and having fun-together.
BIOS Regional/Run Program Manager -
The "Business Incubation & Online Services" (BIOS) Operations group
supports the scoping & onboarding of newly acquired or organically
grown business into a centralized MS Operations environment. Once
on boarded, the BIOS team manages the end to end order to cash cycle
including customer care and revenue assurance, similar to the other
Regional Operations Centers Worldwide. The Fargo BIOS team also manages
the legacy applications & customer contracts until end of life, as
well as transitioning elements of the order to cash process into the
ROCs as the business begins to grow & scale Worldwide. We partner
closely with the Business Groups to ensure we can manage all the
operational aspects of their changing business needs.
The BIOS Regional/Run Program Manager will be accountable for the
end-to-end operational performance of the Fargo BIOS business.
Responsibilities include; managing the vendor to provide excellent
execution of all BIOS processes managed through Fargo, the execution and
performance of all Operational business processes; working with the
vendor to create the most efficient and customer friendly
processes, as well as the affective deployment of new programs and
features. He/She will have full responsibility for managing the Fargo
BIOS day-to-day operations including engagement with the
Customer-Partner Call Center, Fargo Operations Center, and the Global
TAPS team.
He/she will be accountable for the successful implementation of all
initiatives, programs and changes. This includes responsibility for
ensuring customer satisfaction is not compromised and that cost/benefit
impacts are carefully evaluated. The BIOS Regional/Run Program
Manager will also be responsible to ensure that Fargo BIOS processes and
performance metrics are aligned with all other regional operating
centers.
Key Responsibilities:
- Fargo BIOS Performance
Management - Monitoring performance against Service Level
Agreements, including Scorecard grading; Lead comprehensive Monthly
Business reviews; Monitor financial performance and participate in an
annual vendor spend assessment/budgeting process; Issue & Escalation
Management; agree quarterly business forecast with Vendor
- Customer Satisfaction
& Quality Management - Oversee development and implementation of the
annual Customer Satisfaction Plan to support BIOS' NSAT targets; ensure
implementation of a global, consistent, robust quality management
framework to the levels appropriate to those for data privacy and SOX.
- Change Management /GPO
- Oversee all internal readiness & process design activities, ensure
consistency with all regions and coordinate Fargo efforts towards global
process standardization; Providing oversight in design and development
of best practices and standard tools; Partner with business owners in
the definition of operational business requirement; Monitoring ongoing
cost reductions, continuous improvement and transformation efforts and
gain-sharing projects.
- Continuous Tangible
Process Improvement
- Fargo BIOS Budget
Management
- Design and Business
Priority influence
- Change/Build
Deployment
- Flexibility to travel
frequently (at least quarterly) to collaborate with Global and Corporate
peers.
- 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.
- 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.
- Present analysis,
options and recommendations to senior management and communicate
decisions to appropriate stakeholders.
Essential Requirements
- Strong Business
Knowledge and ability to set clear expectations around business outcomes
and consistently deliver
- Proven experience in
ambiguous, complex, global program management where design, development
and implementation of new processes, systems and organizations are
required.
- Strong Communication
and Influencing skills - person needs to be able to manage Fargo BIOS
execution and engage a very broad and disperse set of internal and
external clients.
- A good understanding
of change management, the importance of it, approaches, key tasks and
timelines.
- Excellent virtual team
leadership capabilities
Competencies
- Setting goals and
Expectations
- Enabling Change
- Impact and Influence
- Cross Boundary
Collaboration
- Communications
- Optimizing Resources
& Budget
- Confidence
The ideal candidate will have: Strong operations & financial
background; Prior experience in operations business operations;
Knowledge of collaboration/communication technologies; Deep
understanding of operations deployment in various business lines;
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 managing
operational business models. Start-up business operations
experiences is 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 or
equivalent experience, MBA preferred. Travel required, up to 25%,
domestic and international.
Microsoft and Microsoft Licensing GP are equal opportunity employers.
To apply for this position, please copy and paste the following link
into your browser address bar:
http://msli.contacthr.com/15572151
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