Partnering with Engineering, Sales and Business stakeholders, I lead complex capability, product and systems focused launches. Accountable for launch success through hypercare and warranty period. Most recent work includes launching SAP Embrace (a strategic co-sell motion between MSFT and SAP), expanding capabilities to drive unmanaged account sales and improve customer sales experience, and development of new financial reporting capabilities.

Develop and manage rollout of new Readiness Framework to ensure operational readiness for OEM partners when consuming product, process or tool/system change or launch. Partner with various internal Microsoft Engineering teams to develop partner-facing technical documentation to ready OEM partner systems for new capabilities. Major projects include OEM AutoPilot and Dynamic Store Bundling.

• Partner with Policy, Sales and other internal stakeholders to lead strategic licensing improvements, launched two new licensing models in channel to increase sales and improve customer experience• Responsible for development and implementation of roadmap to transition from 10 legacy agreements into a single agreement platform for channel• Led global project team comprised of five different operational groups to implement 13 process and system improvements fixing product expiration/end of licensing (EOL) issues; resulted in 67% reduction in number of customer escalations and 84% reduction in time spent managing EOL (Ops cost savings 127K annually)• Six Sigma Green Belt certified by Microsoft

• Oversee vendor team responsible for contract and invoice management of MNA accounts ($18B of MS revenue)• Accountable for escalation resolution, process delivery, continuous improvement, non-standard program roll-out/support and the MNA CRMT strategic roadmap • Partner with Operations Channel Management to support individual MNA strategic projects like M&As, Assign & Assumptions, OEM name changes, and implementation of tax advantage invoicing• Participate in and prep OEM leadership for executive level MNA Operations Review meetings• Manage IT prioritization process for all system enhancement requests for global CRMT team, oversee three quarterly releases at any given point in time, maintain ongoing pipeline

• Microsoft’s primary point of contact; responsible for the productivity and quality metrics of the OEM Business Process Outsourced (BPO) vendor staff with direct oversight of five team managers and five individual contributors (a total of 94 employees)• Developed alliances across two regional operations centers (Reno and Dublin, Ireland) and multiple lines of business for collaboration and consistency of processes and deliverables• Partnered with Microsoft management to deliver on joint strategic initiatives and increase Arvato’s book of work • Successfully implemented largest contingency staffing capacity model for UAT to support new digital supply chain, the leading, most strategic systematic change to-date in internal systems• Implemented cross-departmental escalation process to increase team collaboration and efficiency while reducing resolution time of managing top volume account escalations on average by 25%• Developed weekly dashboard to increase visibility to run business and non-standard issues allowing for more proactive management of accounts and increased quality of support and service• Successful transitioned a new department into Arvato, consolidating three vendors, without turnover or SLA impact