Business Program Management Ic4
3 semanas atrás
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.
Microsoft has a tremendous opportunity to exceed customers’ expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
This role is flexible in that you can work up to 100% from home.
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**:
Within Microsoft’s Customer Experience & Success (CE&S) organization, the Learning and Development (L&D) team is looking for a Learning and Development Consultant to support the optimization, modernization, and execution of the Connected Learner Experience across Customer Service & Support (CSS) in all geographies.
In this position, you will deliver, implement, and guide technical and non-technical essential training courses delivery for CSS Staff, instruct a team of facilitators and trainers and conduct follow-up sessions to determine applicability of training materials. You will drive methods of evaluation of program effectiveness and assist an extended team of SMEs on technical delivery strategies and techniques, like coaching and mentoring.
The Learning and Development Consultant will achieve the expected presented above via:
Learning Solutions Delivery
- Use best practices in facilitation to deliver, or prepare others to deliver, learning solutions to a targeted audience. This includes delivering training sessions as well as leading Train-the-Trainer sessions as a master trainer for key programs. Examples include new hire training, continuing education sessions for skills mastery and product release training.
- Develop and promote the value proposition of learning solutions and component offerings to drive audience awareness, demand, and consumption.
- Create new access channels to implement learning solutions that are easy to find, navigate, and consume.
- Adapt to changes in the business and proactively respond to audience needs, to land concepts and build credibility.
Learning Solutions Development
- Determine best practices for learning solution strategies, and creates a prototype document that meets business outcomes, produces the desired user experience, and includes a delivery method that drives maximum consumption within the target audience.
Stakeholders Partnerships
Measurements and Analytics
- Analyze data from multiple sources to identify business needs and opportunities to improve learning-solution development and delivery.
- Use data and metrics to measure learning effectiveness and to ensure that solutions meet the needs of targeted audiences.
- Use findings to create reports on learning effectiveness.
Operational Excellence
- Contribute to vendor selection, management, and measurement to support business results.
- Recommend and uses processes and tools for on-time and on-budget accountability in the development and delivery of learning solutions.
- Use program management to drive efficiencies, manage budget and increase business results. Leverages cross-group relationships and influences others to hold team members accountable to deliver program objectives.
**Qualifications**:
Relevant Characteristics of the L&D Consultant:
- Proven experience in training delivery and/or program management on L&D area.
- Medium/High Technical skills and understanding of Microsoft technologies.
- Excellent analytical skills and experience in identifying improvement opportunities, generating ideas, and implementing solutions.
- Collaborative approach, able to work well with trainers, instructional designers, vendors, program managers, and business stakeholders.
- Proven organisational development skills.
- Demonstrated ability to prioritize,
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