Jeff Hensel Email & Phone Number

Fargo, Nd, Us

Fargo, North Dakota, United States

As a digital transformation company, Microsoft is also investing in our own digital business transformation. I led an effort to help define services modernization opportunities across people, process, and technology to support the Microsoft Services business and their customers. This involved focusing on understanding customer and employee needs and then developing ideas that span business process, technology, and the culture of how we do work. This was accomplished through: • Human-centered design thinking workshops • Broad cross-company alignment on modernization goals • Developing new ways of working to drive cultural change • Adopting venture capital approaches to progress • Iterative validation with customers and employees to ensure business value • Framing how the future opportunities impact today's investment decisions • Validation and approval through VP-level engagement and support This incubation engine helped impact both current and future investments within Microsoft Services and also fostered faster innovation cycles with our internal stakeholders.

Fargo, North Dakota Area

Accountable for global operational strategy and program management for Digital Solutions and Success (DSS) Operations supporting Enterprise Services. This includes operating model process design and change management implementation as well as ongoing communications and learning support across all time zones.Responsible for budgeting and forecasting processes in support of a $100+MM annual business run rate, global business process implementation focused on field engagement for area sales and delivery teams within services, and development of the appropriate business intelligence and insights to drive action.

Fargo, North Dakota Area

Led a talented team driving Launch Fulfillment excellence at Microsoft across all go to market portfolios. This included Product, Offer and Price list execution and fulfillment along with overall readiness coordination (Customer, Partner, and Field) of content and distribution across Microsoft teams involved with launches.To accomplish this we leveraged a number of agile team methodologies to evolve Operations in a way consistent with world-class organizations and our overall product and services flow to market. This included the use of regular stand-up meetings, rigorous pursuit of quality, and clear and transparent prioritization of work - including tools like Kanban to facilitate our actions.

Providing general management and leadership across the Americas enabling me to leverage my passion for superior customer and partner experiences as well as agile team leadership techniques to achieve business growth across both cloud and on premises product portfoliosDeveloped and implemented agile team processes across global Microsoft Operations in support of the Microsoft Dynamics business Numerous improvement initiatives to develop an outside-in view of our operational support of our partner channel and direct customer relationships for both cloud and on-premises products Leading change across systems and tools, increasing team member skill sets, and leveraging scenario-focused design processes to ensure high quality experiences for customers and partnersResponsible for the America's Business Process Outsourcing (BPO) relationship for query management and transaction processing for ($700+ MM in revenue annually) Owner of the partner and field relationships between sales, reseller partners, and Microsoft operations in the Americas focusing on operational capabilities to support revenue delivery which includes new customer acquisition as well as existing customer retention.

Led a cross-discipline research and development team (development, test, program management) to deliver multiple versions of Dynamics ERP/CRM integrations, Management Reporter, FRx, Enterprise Reporting, and Forecaster in both on-premises and cloud-based (SaaS) solutions.Provided leadership in transitioning to an agile software development process which reduced delivery cycle time of new features and releases from 12+ months down to 3 months per release cycle. This transformation included the use of some SCRUM techniques as well as kanban as the team significantly increased quality while reducing the time to market for critical features for our customers.While in this role I was responsible for research and development of all new product releases, as well as sustained engineering of existing products.Provided leadership across multiple global Dynamics ERP and CRM teams to deliver dependencies within their release schedules.Demonstrated ability to release high quality software within an accelerated release schedule (5 product releases in last fiscal year in role).Consistently high results in workforce satisfaction ratings.

Cross-discipline (Development, Test, Program Management) leadership to deliver innovative new productsFocus on emerging technologies and across the Microsoft Dynamics and Microsoft Office/SharePoint as well as across Dynamics CRM and ERP products

Fargo, North Dakota, United States

While on a Civic Leave from Microsoft, I led a talented team of Customer Success Managers, Business Analysts, Process Improvement professionals, Project Managers, and a Digital Design team. Partnering with Team ND Departments and Agencies our goal was to deliver world-class, human-centric government experiences for the constituents of North Dakota.Using design thinking and communities of practice for relationship management, business analysis, project management, user experience design, and process improvement to help state departments and agencies innovate with the goal of creating a more comprehensive digital government. This work, combined with a focus on Prosci change management to help with the people side of change, is enabling some great transformation within Team ND.

Led a program management team in delivering diversed product offerings in e-commerce, CRM and ERP solutions.Project managed key portions of an overall program, working with development, test (QA), documentation and support to deliver new features within a commercial software product (Great Plains).Led Program Management on an application integration solution between Great Plains and Siebel CRM to enable end-to-end processes across ERP and CRM.