Quality Program Manager

Come drive the evolution of Microsoft into a software + Services company! Be part of the group that is leading the focus on service quality, growth and innovation from the front! Be part of the initiative that is driving some of the broadest and most strategic initiatives in the online services space! The Global Foundation Services (GFS) division delivers online services for Microsoft and is leading the efforts to reinvent the infrastructure for the industry. The Quality of Service (QoS) program being driven from GFS is a core initiative aimed at driving continuous improvements around Microsoft’s online service quality. The program focuses on online service performance, availability, integrity, customer satisfaction and infrastructure readiness. It is the primary effort through which executives and service leaders look at service quality measurements and make key strategic decisions! We are looking for a seasoned program manager to lead the Quality of Service (QoS) efforts for multiple services within Windows Live and MSN divisions. These services include Windows Live Mobile, Billing, AdCenter, Subscription and more. The successful candidate will bring strong understanding of online services quality and seasoned program management skills to lead various organizations from product development to support to operations to lead the focus on global service quality. They will institute the accurate service quality measurements and review forums to drive continuous improvements. This person will lead the development and operations teams to think, measure and deliver globally wrt service quality. They will drive integration of data from several sources to drive focused and accurate measurements. The ability to understand wide range of domains and technologies and lead teams to drive quality improvements will be key to this person’s success. Responsibilities -Participate in development of a scalable and consistent QoS program for 170 of Microsoft’s online services Lead deliver of the program to at least 5 of the online services Identify key metrics and measurements required to gauge and track quality of these services and drive automatic collection of these metrics Drive executive forums to provide sustained visibility to service quality for Windows Live executives and service leaders.Guide product development, customer support and operations teams on right measurements and prioritization of service quality initiatives.Lead global focus on quality through integration of global metrics and representation of global service issues Drive broad, generic measures that help us evolve the Live Services culture to be focused on service quality Create quality measurement and improvement best practices and drive evangelism and adoption Requirements: 5-7 years of program management experience.Solid understanding of online services development lifecycle Expertise in measurements and automation and understanding of web services technologies.Strong communication, interpersonal, negotiation and prioritization skills Proven track record of contributing to delivery of a broad program across multiple groups Experience in public speaking and executive engagements a strong plus Project management / ITIL / Six Sigma expertise a strong plus Bachelors degree in CS/IS/MIS or equivalent preferred Microsoft offers an excellent benefits package to full-time employees including medical, dental, vacation, employee stock purchase plan, and 401k, plus some great extras including: our 24-hour nurse line, stay fit program, product discounts, and paid infant care leave. All part of our commitment to our most important asset: our employees. For more information about life at Microsoft, please visit our careers website. Microsoft is an equal opportunity employer (EOE) and strongly supports diversity in the workforce. ;