Senior Program Manager - Field Repair

Overview

The Microsoft Devices Organization (part of the Windows + Devices division) has responsibility for the end-to-end physical and digital supply chains for Microsoft’s vast array of existing and next-generation hardware and software FPP including: Surface, Xbox, Accessories, Games, Windows, Office and more.

As a Senior Program Manager-Field Repair, you will play a pivotal role in transforming how customers experience repair support for Microsoft Hardware as we continue to grow and improve our Field Repair strategy. This role focuses on supporting our growing network of partners performing field repairs as part of our Authorized Service Provider (ASP) programs. This opportunity will allow you to:

• Drive partner engagement and performance management ensuring our ASP’s meet Microsoft’s standards for quality, efficiency and customer satisfaction.
• Lead cross function projects to drive optimization, efficiencies or new capabilities for field repair and drive growth of the business.
• Benchmark industry best practices and continuously improve operations that impact partner experience and repair outcomes.

This is a high-impact opportunity to enhance Microsoft’s field repair strategy, strengthen partner relationships and deliver improvements in operational excellence.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

In this role you will be responsible for supporting our Authorized Service Provider (ASP) network by providing:

Partner management

• Connecting with partners to identify and address operational or repair issues.
• Monitor repair performance through data and metrics.
• Manage financial results and alignment to expectation and goals.
• Identify opportunities to drive device sales or increase field repair volume.
• Benchmarking of industry leading practices.
• Contract management.

Field Repair Program Initiatives

• Drive forum to gather, identify and prioritize key initiatives.
• Design solutions and drive implementation of projects.
• Partner with key stakeholders and cross group collaboration.

Xbox Field Repair Program Lead

• Develop the field repair experience and strategy for Xbox.
• Partner with NPI and engineering leads on repair initiatives and launches.
• Partner with Finance on financial modeling and value.

Qualifications

Required Qualifications:

• Master's Degree in Engineering, Industrial Engineering, Supply Chain Management, Business, Operations Management, Supply Chain Analytics or related field AND 3+ years of experience in supply planning, operations, supply chain, indirect supply planning, technology-related supply chain, sourcing and manufacturing, sales & operations planning, material requirement planning systems and tools or related experience.
• OR Bachelor's Degree in Engineering, Industrial Engineering, Supply Chain Management, Business, Operations Management, Supply Chain Analytics, or related field AND 4+ years of experience in supply planning, operations, supply chain, indirect supply planning, technology-related supply chain, sourcing and manufacturing, sales & operations planning, material requirement planning systems and tools or related experience.
• OR equivalent experience.

Preferred Qualifications:

• Reverse Logistics supply chain experience.
• Master's Degree in Engineering, Industrial Engineering, Supply Chain Management, Business, Operations Management, Supply Chain Analytics or related field AND 6+ years of experience in supply planning, operations, supply chain, indirect supply planning, technology-related supply chain, sourcing and manufacturing, sales & operations planning, material requirement planning systems and tools
• OR Bachelor's Degree in Engineering, Industrial Engineering, Supply Chain Management, Business, Operations Management, Supply Chain Analytics or related field AND 8+ years of experience supply planning, operations, supply chain, indirect supply planning, technology-related supply chain, sourcing and manufacturing, sales & operations planning, material requirement planning systems and tools
• OR equivalent experience
• Demonstrated success in Program Management, Data Analysis, Detail Orientation, Communication, Problem Solving, and Decision Making.

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Supply Chain Program Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $125,000 - $206,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.