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Microsoft Corporation Business Operations Program Manager in Redmond, Washington

Microsoft’s Commerce + Ecosystems group is the team for experienced, collaborative, and passionate professionals seeking a rewarding career in the highly innovative and fast paced technology centric environment of e-commerce. You will have the opportunity to drive high impact, high visibility projects that involve petabytes of data, billions of dollars in revenue, hundreds of millions of transactions and tens of millions of global users. You will be a part of building and operating our modernized platform that enables online commerce services and reseller relationships for Microsoft at massive, global scale.

Our commerce platform powers the online storefronts for Microsoft’s premier products and services including Azure, Office 365, XBOX and the Microsoft Store.com as well as our developer, advertiser and cloud solution provider (reseller) ecosystems.

The Commerce Experience, Billing and Escalation team in the C+E group is responsible for escalation resolution and problem management across a wide variety of commerce issues. We collaborate with cross disciplinary teams in engineering, marketing, operations, tax, legal, frontline support and field sales, as well as external processors and financial institutions worldwide. The platform processes transactions in hundreds of countries and territories for various businesses and supports a variety of localized payment methods for both pay-in and pay-out scenarios.

Responsibilities

  • Self-initiative and responsibility for end to end escalation leadership in areas of focus. This includes having a deep understanding of business models, corresponding service architectures, the integrations and endpoints, and most importantly newly emerging issues.

  • Perform forensic analysis to investigate complex issues involving commerce services typically impacting large sets of customers and/or resellers and may also involve significant business impact. This will require hands on work with secure enterprise databases, logs and tooling.

  • Responsible for reducing volume and cost drivers at the scenario level of detail for focus areas through proactive and reactive engagement with cross functional stakeholders

  • Mentor and coach an extended team (onshore & offshore locations) of support engineers from a 3rd party supplier to investigate issues and resolve/mitigate escalations. Accountable for quality and speed metrics of the extended team, as it applies to areas of focus

  • Understand architecture and design of new features and predict how they impact the customer experience and future escalation scenarios. Ability to proactively mitigate defects when possible and design/implement contingency plans for corrective actions.

  • Curating and presenting your own analysis to cross functional stakeholders and all levels of leaders to influence change and investment decision making

  • Passion for continuous improvement, lifetime learning and a healthy sense of dissatisfaction with the status quo

Qualifications

  • BA/BS or equivalent experience required – MA/MS preferred

  • Hands on experience writing & working with complex data queries (T-SQL, Scope Script, U-SQL)

  • 2+ years of experience troubleshooting enterprise e-commerce services and Rest APIs

  • 2+ years of big data and root cause analysis experience

  • Ability to drive multiple work streams and prioritize accordingly

  • Proven project management and strong written & verbal English communication skills

  • Detail oriented with strong mathematics/statistics and analytic skills

  • Strong proficiency with Office 365 applications

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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