Job Description
One of Upwork's largest clients, an American multinational technology company, is in search of a Program Manager, As a program manager for Microsoft 365 product led growth, you will be responsible for driving customer satisfaction, retention, and growth through excellent support services and product insights. You will work closely with your operations leads, team leads, and support ambassadors to provide reactive and proactive support for Microsoft 365 products, such as Teams, Outlook, OneDrive, SharePoint, and more. You will also leverage every customer interaction to drive product led growth conversations and increase product adoption and usage. You will gather data and feedback from customers, product teams, and support teams to identify product limitations, support gaps, and improvement opportunities. You will present your findings and recommendations to the executive management and influence the product roadmap and strategy. You will also foster a culture of innovation and experimentation in your line of business, and lead initiatives to test new ideas and approaches. You will also champion diversity and inclusion in your team and ensure that you have the right talent, skills, motivation, and mindset to deliver exceptional results.
Responsibilities:
Lead a worldwide Line Of Business delivery organization that is 24x7 delivering in multiple languages.
Own the Line Of Business budget and deliver on the KPI (Key Performance Indicators) and CPI (Cost Per Incidence) overall targets.
Work closely with operations leads, team leads, and support ambassadors to provide excellent reactive and proactive support services.
Drive product led growth conversations with customers in any interaction.
Gather data-based insights about Microsoft 365 products, customer feedback, product limitations, support gaps, and innovate on all of them.
Present insights and innovations to the executive management.
Drive diversity and inclusion in your line of business.
Ensure the right amount of talent is placed in the operations, with the right skill, motivation, and mindset.
Innovate and experiment to drive growth and improve customer experience.
Qualifications
You have a bachelor's degree or equivalent experience in computer science, engineering, business, or related fields.
You have at least 5 years of experience in program management, product management, customer success, or related roles.
You have a deep understanding of Microsoft 365 products and their value proposition for customers.
You have a strong customer focus and a passion for delivering high-quality support services and product experiences.
You have excellent communication, presentation, and influencing skills, and can effectively communicate with customers, product teams, support teams, and executive management.
You have strong analytical, problem-solving, and decision-making skills, and can use data and feedback to drive insights and actions.
You have a growth mindset and a willingness to experiment and learn from failures.
You have a collaborative and inclusive approach and can work well with diverse and cross-functional teams.
Additional Information
Logistics and Additional Requirements
Freelancer will register their devices with Intune and keep it Intune policy compliant to do work. Implementation of MFA will be required within 30 days upon contract start for MS Security & compliance. When providing services under this contract, Freelancer must adhere to the client's Data Protection Agreement, Code of Conduct Agreement and Security Requirements (including physical and information security policies). Providing services under this contract from public / shared locations is prohibited. Freelancer agrees to use one single, unique device for conducting support and will not share the device with anyone inside or outside of the project.
There is a background check required for this contract. You understand and agree that the failure to pass this background check will be considered a material breach of the contract terms, and your contract will be ended immediately. Freelancer will attend the onboarding session and complete each quiz for the pre-onboarding with at least 80% of correct answers, and by accepting this contract, agrees to open their cameras during the meeting or other meetings as requested. In order to accept this offer, you must complete Identity Verification (IDV, Hardware/Device Live Verification and Voluntary Consent tasks with Upwork within 5 business days. You must also timely complete the onboarding tasks requested by the client prior to providing services for this contract.
By accepting this contract, the Freelancer understands that they’ll be required to complete a recurring Identity Verification check (IDV). It is important for the Freelancer to be responsive and prompt in completing the Identity Verification (IDV) process within the given time frame. Any delays or failure to complete the IDV may result in a breach of contract. The Freelancer agrees to meet the device and tool requirements listed below. Freelancer understands that accepting this agreement without such requirements will be considered a ground for terminating the agreement:
Computer that is not joined to another company’s domain, neither managed by any remote management – inventory systems or tools. Preferred:
Dedicated laptop or PC for this project with no additional work or personal software installed
OR have a PC with DUAL boot, where in boot1 you can have personal and work partition and in boot2 you can have an environment dedicated to the project -OR have an additional USER profile dedicated only for this project, with no other software running
Windows 10 Pro (latest updates installed)
Minimum of 8 GB Ram (16 is recommended)
Core i3 processor (i5 is recommended)
Minimum of 256GB Hard disk (256 SSD is recommended)
LAN (local access network) required
For security requirements, freelancers will not connect to the provided systems and tools using WiFi
A minimum of 25 Mbps download speed & 10 Mbps upload speed
-No 3rd-party antivirus software installed
Media devices that are Teams compliant
Microphone/headset with background noise canceling (not a phone headset) -Webcam, preferably compatible with Windows Hello Technology
The Freelancer agrees to provide accurate location information and complete the speed test remotely as requested in their contract.
Failure to comply with these requirements may result in contract termination.
The vendor contractor reserves the right to verify the Freelancer's location and speed on an ongoing basis during the project.
By agreeing to these terms, the Freelancer acknowledges the importance of location and speed verification for the success of the project and agrees to cooperate with the vendor contractor's requests in a timely and accurate manner.