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| Job Description: |
Just down the road from Lake Tahoe, in Reno, Nevada, you'll find Microsoft Licensing, GP (“MSLI”) headquarters. We enable organizations, large and small, to acquire, distribute and utilize Microsoft’s vast array of products, including software, hardware, and services for all market segments. Every member of our team is committed to supporting and enjoying their local communities whether in the Greater Reno-Tahoe area, Ft. Lauderdale, Fargo, or any of our field locations.
MSLI is a small company with the world-class global challenges and resources of one of the most respected companies in the world. It’s a place where you can be at your best and deliver the results you’re passionate about. Are you ready?
The Partner & Field Operations group at MSLI is responsible for delivering excellence in execution, support and innovation to our external Volume Licensing clients the North American Large Account Resellers and Distributors and our internal clients within the Microsoft Sales force. Our team consults on and manages end-to-end business processes and solutions that support Corporate-wide and Region-wide strategies in the Commercial Enterprise and Public Sector segments.
The Readiness Manager will be responsible for executing Global Channel Operations projects and programs regionally with the goal of delivering optimal results through execution excellence, working collaboratively with the Global Channel Readiness Core team and with vendors, and peers/managers in regional HQ, subsidiary and regional business segments. The individual will be the key point of contact to ensure regional variances are captured through Global Readiness deliverables and will actively engage with Program Managers and Regional Sales representatives to drive a One Microsoft Approach in readiness delivery. The Readiness Manager will be accountable for assessing impact, risk and develop communication plans for the North American internal and external clients concerning change management initiatives within the Volume Licensing space as well as excellence in overall Readiness performance for the North American client base and delivering change on a global level when appropriate. The Readiness Manager will focus on all areas of the Global Framework and will be an active participant on the Channel Readiness Core team. Responsibilities include delivery and execution of an overall communications strategy and rhythm of the business for the organization, active participation in re-defining, implementing and continuously improving business processes in order to positively impact the ROC operational efficiency, customer satisfaction and financial performance, and provide management with timely weekly/monthly reports and recommendations and performing ad hoc project management for various business initiatives. Additionally, the Readiness Manager will be responsible for cultivating strategic relationships to play an influential role in regional goals, priorities, and integrated partnerships and alignment with Operations.
Key Focus:
1. Partner Roadmap – ensure that key Channel information in the form of a Quarterly Roadmap is delivered and represents all regional program, product, process or system releases which impact the regional channel partner base. Ensure internal Operations teams, Channel Partners and their respective MS contacts across the region are aware of and actively using the content provided in the Roadmap.
2. Global eLearning – be the regional point of contact to coordinate quarterly refreshes of the eLearning tool; work with regional PMs to support content creation, content review, localization and localization review, UAT etc. Ensure regional inputs are captured to optimize regional relevance and enhance partner experience with the eLearning solution. Drive regional campaigns for adoption and usage of the eLearning tool ensuring >95% of partners are certified within the agreed timelines; work with regional sales leads to encourage usage and drive awareness of the tools
3. Communications Framework – be the regional point of contact to support the activities of the Global and Regional Communications core teams; drive awareness of the communications process and build quality and consistency into all partner-facing communications. Manage the monthly newsletters and review of the Quarterly Executive Updates
4. Partner Forums – host and drive the regional partner forum activities including monthly calls and regional events; schedule calls for the year to accommodate planning with the WW stakeholders; document partner feedback and share with stakeholders
5. Stakeholder Engagement – drive local awareness of the Global Channel Readiness activities and engage with regional leads monthly/quarterly to provide updates on activities and roadmap milestones; provide regional content to monthly newsletter & manage stakeholder list
6. Best Practice Sharing & Query Reduction – collate regional best practices and share/drive these with the global team; assess areas of opportunity for query reduction through the suite of Readiness Tools and drive enhancements to these through the quarterly refresh cycle
7. Channel Partner Toolkit – provide regional content for and drive delivery of the Channel Partner Handbooks, Guides and readiness materials (FAQs, Playbooks). Manage and monitor use and effectiveness of these materials
8. Channel Partner Satisfaction – support CPE activities and prioritize readiness activities to address these.
9. Channel Partner Training – ensure all transaction Volume Licensing partners receive readiness training in advance of any change management activity pertaining to process, program or systems updates or launches. This includes a training needs analysis of each required audience to ensure they acquire the skills and knowledge to successfully support, drive or transact the defined change activity.
Responsibilities: Primary responsibilities for this role will include:
- Work with Channel Operations team members and Program Managers to understand the strategy for supplying readiness content and curriculum to internal teams and Channel Partners with the objective of increasing Partner satisfaction, decreasing costs, and leveraging revenue generating possibilities
- Manage the timeline, budget and resources and coordinate activities with other Microsoft team members in the region necessary to ensure a healthy training delivery status
- Demonstrate a comprehensive understanding of current operational processes and program rules of the Channel’s business and apply appropriate needs analysis and review to determine content and delivery format or readiness content. When necessary, explore broadening the availability of learning solutions to Channel audiences as appropriate, such as self-help websites, knowledge bases, etc.
- Act as liaison point between Operation Account Managers (OAMs), Program Managers, CPE Team, SMSG in region, as well as counterparts in other Regional Operations Centers to evolve readiness content and coordinate delivery to the Channel
- Support product launches at the Channel Partner level by coordinating the development of operational information prior to launch.
- Design and deliver appropriate communication means to gather input and keep Channel and Microsoft teams informed of readiness content timelines
- Act as "solution broker" and collaborate with various internal teams to drive solutions from conception to completion. Responsible for achieving excellent results through many internal and external groups at all management levels, appropriately directing and leveraging resources to solve problems and meet objectives. Exercise exceptional time and management, ability to multitask and attention to detail. Ensure successful deployment of e-learning infrastructure projects as well as readiness process management
- Track and report learning solutions activity. Report on delivery including timeline and status of roll-outs, acceptance by audience. Report on budget allocation and recommend financially efficient learning solutions
- Ensure that a complete Channel Partner readiness roadmap, delivery and follow-up cycle is completed. Coordinate details of delivery logistics, including training materials and training as necessary
- Manage contract renewal / new Channel Partners / termination of Channel Partners from operational perspective
- Develop and coordinate reporting to OAMs and Management regarding contract renewal status
- Collaborate with regional BI teams in the development of analysis on key agreement/channel metrics leading to the execution of business process changes and understand partner led inquiries
- Story-boarding process improvements and business justifications
- Gather data from multiple systems and analyze for trend and/or exception reporting; work with Business Project Manager and Operations Account manager to resolve inquiries arising from reporting and data questions.
- Create and support standard reports, input templates and scorecards
- Identify opportunities to automate, consolidate, and/or eliminate redundant reporting or communications
- Conduct ad-hoc reporting and analysis resulting from changing business requirements and initiatives
- Management of other Channel Ops projects may be required
Contacts:
The Project Manager works closely with all levels of Operations and Sales staff at Channel Partner account(s), Microsoft regional and subsidiary Sales and Channel Operations Managers.
Qualifications:
- Attention to detail and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables
- Minimum 8 – 10 years demonstrated work experience in operations, project management or program management
- BA/BS or equivalent required, MBA preferred
- Demonstrated ability to innovate within a business stream, define processes at a global level and manage projects, budgets and timelines
- Exposure to international operations management helpful Background in training and/or knowledge management systems helpful
- Experience in planning and consulting helpful Solid understanding of licensing channels
- Strong background in customer service
- General knowledge of international business and a high degree of cultural awareness and sensitivity required
- Ability to develop and implement creative solutions and influence others in their adoption Excellent verbal, written, presentation and interpersonal skills
- Outstanding analytical and problem solving skills
- Demonstrated excellence in cultivating and managing business relationships at the executive level
- Demonstrated excellence in thought leadership and execution management; ability to influence without authority
- Must be highly self-motivated and able to work effectively with virtual teams of diverse background
For immediate consideration, please click the 'Apply Online' button below.
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