Rob St. Germain Email & Phone Number

Austin, Texas, Us

Driving a team of data scientists for Oracle's SaaS Cloud Infrastructure Design and deploying data warehouse solutions focusing on scalable data infrastructure feeding multiple dashboards, scorecards, and other real-time metrics solutions. Inclusive of the core Cloud metrics and KP’s such as; Availability, Reliability, Incident, problem management, Capacity, Customer activity, consumption/use, churn and experience with the services.

Redmond, Washington, Us

Operation design: Define metrics and KPI across communications, Support and Operations. Drive team on the creation of scorecards, dashboard and other real-time monitoring solutions. Communications and presentation: Providing the Dynamics CVP and Microsoft Cloud & Enterprise EVP insights on progress achieving fundamental & engineering standards and goals for Dynamics 365 Cloud solutions. Customer experience: Partnering with communications, Support and Operations to decrease time to solution performance and increase customer sentiment and satisfaction. Identify and quantify tool and telemetry oversights found in existing in-market services.

Redmond, Washington, Us

Operation design: Define and build balanced scorecard of performance measure that model business and brand promise to the actual customer experience. Acting as the translation layer between big data and business trade-off decisions with use of leading and lagging indicators Communications and presentation: Supported the SQL CVP trio and ran the Redzone meetings for SQL Core Engine & Cloud, Business Intelligence and Machine Learning. Coordinating across Dev, OPS, CSS and field engineering to create the Serviceability performance metrics and scorecards Customer experience: Partnering with Principle Engineers to lower customer effort shortening the time from a problem to solution delivered to the customer. Define and drive telemetry into our product and services to measure customer use in a consumption model eliminating customer contacts

Redmond, Washington, Us

Managed and lead a team of program and project managers in the Office365 commercial support division. The core deliverables are the successful launch and sustainment of outsourced assisted support. Operational design: Design of the vendor delivery model. Ensuring the assisted support performance is meeting both the customer and partner needs within the budget of our P&L Service onboarding: Reviewing new services and programs assessing goals against existing support infrastructure and ability to effectively onboard. Financial efficiency: Managing vendor staffing against operational forecasts to ensure variable spend is within budget allocations, ensuring staffing levels meet the incoming volume demands as well as providing projected growth/shrink based on improvement efforts and investments.

Redmond, Washington, Us

Manage a team of developers and project managers for the launch of Office365 support team. The key focus for this application is to support Small Businesses in a community environment. Primary responsibility includes; providing direction on the development of Community Support Model for Office 365. Application development: design of a Community Moderator Dashboard, this tool is a customer engagement web based application that is used by Microsoft support vendors globally to support communities and social media. Customer experience: functionality innovation, incident flow reduction, enhanced customer experience, vendor usability, and overall service simplicity. Make add/cut feature trades offs between cost, customer experience and time to production Financial efficiency: reduced cost by 84% by driving volume from assisted support to a Community environment

Redmond, Washington, Us

Product functionality: streamlined a support queue structure to enable a differentiated support model for small business services. Completive analysis of services and features across the small business landscape Self-help enhancements: defined and promoted self-help and self-healing solutions to deflect common customer contact types. Providing business and product groups overviews of customer needs based on customer contact types, issues drivers, feature requests, financial and business metrics Launch and migration oversight: Develop and oversee new product launches for support. Financial and operational forecasting, support model development, training, infrastructure design and tools specifications, vendor contracts & SOW