MICROSOFT – MSN INTERNATIONAL
Project Manager Customer and Partner Experience (CPE) – MSN ICAN ( Latin America, Canada, APAC and Greater China)
• Reporting to CPE Director, MSN ICAN.
• Issue management: coordinate issue management process over the region working closely with product groups in Redmond and regional leads to resolve issues raised by markets.
• Quality of services: primary ICAN CPE interface for “Quality of services” performance and support team. In charge of relaying markets needs and tracking key metrics improvement. Analyse markets performance & work with performance team to understand and rectify issues.
• Project management: projects include: support site audit to assess end user experience on MSN portals in ICAN, coordinate on-boarding effort in ICAN markets for TIES (Integrated issue management process)
• CPE Communications: in charge of ICAN CPE communications publishing weekly and quarterly newsletters, updating sharepoint, organizing offsite and trainings
• Highlights include:
o Building issue management accountability in markets and Redmond (more than 70% of issues resolved)
o Conducted an audit to assess the experience an end user gets while looking for help on MSN portals. Follow up with WW support team and product groups to prioritize issues and get traction on key findings.
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