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Business Program Manager

hace 2 meses

Xico, México Microsoft A tiempo completo
About the Role

The IC3 Calling team at Microsoft is dedicated to delivering world-class VoIP and Public Switch Telephone Network (PSTN) capabilities across Microsoft Teams, Skype, and Skype For Business products. To achieve this, the Global Carrier Services team requires a customer-focused individual to work closely with customers, the existing service desk, Microsoft engineering teams, and external telco carriers to enable seamless transitions to Microsoft Office Conferencing and Calling products.

The Service Desk is a critical component of the Global Carrier Services team, working closely with enterprise customers to assist with porting their telephone numbers to Microsoft or acquiring global telephone numbers.

Key Responsibilities
  • Oversee and assist a team of vendors fulfilling customer number management orders
  • Provide ongoing support, training, coaching, and guidance to a vendor order fulfillment team
  • Handle sensitive data while adhering to strict security and privacy rules
  • Provide up-to-date and accurate information to customers
Requirements
  • Bachelor's degree in International Business, Intelligence Studies, Management Information Systems, or Computer Science
  • 2+ years of experience working in a service desk or relevant experience
  • 1+ years of experience working with high-value IT enterprise/corporate customers
  • 1+ years of experience in a project or program management role
  • 2+ years of experience working in a high-pressure environment
  • 2+ years of experience working in a business operations role
  • Strong capabilities in Microsoft Office products
  • Telephone system, phone number management, and phone number porting experience are a plus
  • Data analysis experience and strong Microsoft Excel or other data analysis tool knowledge
  • Proven experience using PowerShell, SQL, or other development languages
Preferred Qualifications
  • ITIL/Six Sigma Certification
  • Experience managing a service desk team in the high-tech industry
  • Incident and customer relationship management experience
About the Team

The Global Carrier Services team is a dynamic and customer-focused team that works closely with enterprise customers to deliver world-class services. As a Program Manager, you will be responsible for overseeing and assisting a team of vendors, providing ongoing support and guidance, and handling sensitive data while adhering to strict security and privacy rules.

This is a great opportunity to join a world-class team and contribute to the success of Microsoft's Global Carrier Services.