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Overview

The Microsoft Devices Organization (part of the Experiences + Devices division) has responsibility for the end-to-end physical and digital supply chains for Microsoft’s vast array of existing and next-generation hardware and software FPP including: Surface, Xbox, Accessories, Games, Windows, Office and more.

As a Business Program Manager - Device Service, you will play a pivotal role in transforming how customers experience repair support for Microsoft Hardware as we continue to grow and improve our Field Repair strategy. This role focuses on supporting our growing network of partners performing field repairs as part of our Authorized Service Provider (ASP) programs. This opportunity will allow you to:

+ Build and optimize processes, systems, tools and our partner network to support the continued growth of high-quality hardware field repair

+ Drive partner engagement and performance management ensuring our ASP’s meet Microsoft’s standards for quality, efficiency and customer satisfaction

+ Benchmark industry best practices and continuously improve operations that impact partner experience and repair outcomes

+ This is a high-impact opportunity to enhance Microsoft’s field repair strategy, strengthen partner relationships and deliver improvements in operational excellence.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond

Responsibilities

In this role you will be responsible for supporting our Authorized Service Provider (ASP) network by providing:

Partner management

+ Connecting with partners to identify and address operational or repair issues

+ Monitor repair performance thru data and metrics

+ Manage financial results and alignment to expectation and goals

+ Identify opportunities to drive device sales or increase field repair volume

+ Benchmarking of industry leading practices

+ Contract management

Process and System Optimization

+ Help manage program issues, gaps or required enhancements

+ Process mapping as well as identification and development of solutions (automated, AI based, or manual)

A successful candidate will have demonstrated success thru:

+ Data Analysis

+ Detail Orientation

+ Problem Solving

+ Decision Making

+ Communication

Qualifications

Required Qualifications:

+ Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ year’s experience in program management, process management, or process improvement

+ OR equivalent experience.

Preferred Qualifications:

+ Master's Degree in Business, Operations, Finance, or related field AND 8+ years’ experience in program management, process management, or process improvement

+ OR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years’ experience in program management, process management, or process improvement

+ OR equivalent experience.

\#W+DJOBS

\#MDO

Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $148,400 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. (https://careers.microsoft.com/v2/global/en/accessibility.html)