Senior Program Manager
Redmond, Washington, Us
In this position, I helped transform Microsoft's support services. I led virtual cross-functional teams of stakeholders and project and application managers to deploy and integrate successful change. AccomplishmentsImproved support experience for Microsoft's largest enterprise customers (Connected Support Delivery)I was the senior project manager for this 18-month, $5M budget, 20+-member team effort created new training materials used to transform support services, with special emphasis on major enterprise customers.• Managed the entire project from kickoff to adoption.• Developed program charter, designed new role, and obtained approval from key stakeholders. • Prepared project plan and monitored project timeline, with all milestones achieved on schedule and under budget.• Outcome: Training material was presented to and adopted by key stakeholders on schedule and under budget. Once approved, handed off to the business for use in future new employee training sessionsTransition product support from a transactional model to a customer-centric model for the largest enterprise customers (Customer Experience Delivery)Business Project Managed for a two-year, $5M budget, 25-member team effort to improve customer quality; the project was completed under budget and within the stated timeline, and the processes transitioned to the business practices.• Managed full project life cycle, from initiation to closing.• Conducted kickoff meetings, set expectations for all stakeholders involved, managed task execution, measured project performance, and obtained stakeholder feedback to evaluate their satisfaction. • Provided training delivery to management.• Outcome: Two new support models were introduced and integrated into the Microsoft Process standards; the First Quality Response process generated a 25% improvement in customer quality scores, and the new swarm process resulted in sharing of knowledge between product teams and support groups.
