Product Manager - MWP Processes & CX

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    "ShortDescriptionStr": "We are seeking a results-driven Product Manager – ICS Process & Customer Experience (CX) Owner to define, govern, and continuously improve end-to-end processes and customer experience across the ICS business. This role combines product management rigor with process excellence and CX ownership, ensuring scalable, compliant, and customer-centric execution across cloud and platform businesses.\nThe role owns the complete lifecycle of process and CX design—from journey mapping, governance definition, CLCM/NPI alignment, system readiness, OEM onboarding, and launch execution to post-launch optimization and experience improvement across all customer and internal stakeholder (Sales, Finance, Customer care amongst others) touchpoints.\n",
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    "ExternalDescriptionStr": "<p><span><strong>Key Responsibilities:</strong></span></p>\n<ol>\n <li><strong>Process &amp; CX Ownership (ICS-wide)</strong>\n  <ul>\n   <li>Single-point owner for end-to-end process and customer experience across the ICS business</li>\n   <li>Govern customer journeys across pre-sales, order, provisioning, billing, support, renewals, and exits</li>\n   <li>Drive continuous improvement, standardization, and simplification</li>\n   <li>Build strong business cases for internal approvals.</li>\n  </ul></li>\n <li><strong>Product Launch &amp; Governance</strong>\n  <ul>\n   <li>Own <strong>end-to-end product launch</strong> through <strong>CLCM sign-off</strong> and internal approval forums.</li>\n   <li>Drive strict adherence to the <strong>NPI process</strong>, ensuring cross-functional readiness.</li>\n   <li>Ensure all legal, finance, compliance, operations, and GTM requirements are met pre-launch.</li>\n   <li>Ensure zero process or CX gaps before launch</li>\n  </ul></li>\n <li><strong>Testing &amp; System Readiness</strong>\n  <ul>\n   <li>Coordinate <strong>product testing in DBCH / billing &amp; commerce systems</strong>.</li>\n   <li>Validate SKUs, pricing logic, invoicing, taxation, and settlement flows before go-live.</li>\n  </ul></li>\n <li>&nbsp;</li>\n <li><strong>OEM &amp; Partner Management</strong>\n  <ul>\n   <li>Lead OEM / ISV onboarding and engagement.</li>\n   <li>Create, negotiate, and finalize <strong>OEM agreements</strong>, including commercials, SLAs, incentives, and compliance terms.</li>\n   <li>Act as the single point of ownership for OEM product and commercial alignment.</li>\n  </ul></li>\n <li><strong>Commercial &amp; Financial Ownership</strong>\n  <ul>\n   <li>Define pricing models, bundles, and discount structures.</li>\n   <li>Set up and govern <strong>vendor settlement processes</strong>, including reconciliation and payouts.</li>\n   <li>Work closely with Finance to ensure margin visibility and profitability tracking.</li>\n  </ul></li>\n <li><strong>Go-To-Market Enablement</strong>\n  <ul>\n   <li>Partner with Sales and Marketing for product positioning, launch kits, and enablement.</li>\n   <li>Support sales teams with product training, demos, and competitive differentiation.</li>\n   <li>Track post-launch performance and drive continuous improvements.</li>\n  </ul></li>\n</ol>Key Skills\n<ol>\n <li>Product lifecycle &amp; NPI management&nbsp;</li>\n <li>Strong OSS/BSS system and process understanding</li>\n <li>Commercial modeling &amp; pricing&nbsp;</li>\n <li>OEM / partner negotiations&nbsp;</li>\n <li>SaaS, Cloud, Platform &amp; VAS business understanding&nbsp;</li>\n <li>Strong stakeholder management&nbsp;</li>\n <li>Structured execution mindset</li>\n</ol>Success Metrics\n<ol>\n <li>2–3 VAS/ products launched annually through CLCM &amp; NPI with zero compliance gaps&nbsp;</li>\n <li>100% launch readiness: DBCH tested, correct pricing, billing, taxation, and SKUs&nbsp;</li>\n <li>OEM agreements signed &amp; operational for all launched products&nbsp;</li>\n <li>Products achieve target margins within 2 quarters of launch&nbsp;</li>\n <li>Accurate vendor settlements with zero revenue leakage or disputes&nbsp;</li>\n <li>Sales enabled with clear positioning, pricing, and launch collateral&nbsp;</li>\n <li>Strong cross‑functional execution with minimal post‑launch rework</li>\n</ol>Experience &amp; Qualifications\n<ol>\n <li>8–12 years of experience in Product Management or delivery or IT preferably in SaaS, VAS, Cloud, or Platform businesses.&nbsp;</li>\n <li>Proven experience managing enterprise-grade product launches with governance.&nbsp;</li>\n <li>Strong exposure to OEM / ISV partnerships and commercial agreements.&nbsp;</li>\n <li>Working understanding of billing systems, settlements, and financial workflows.&nbsp;</li>\n <li>Ability to work effectively across Legal, Finance, Tech, Sales, and Operations teams.</li>\n <li>Bachelor’s degree in a relevant field (e.g., Computer Science, Business, or Engineering).</li>\n <li>Strong analytical skills and a data-driven mindset.</li>\n <li>Excellent communication and collaboration abilities.</li>\n <li>Understanding of Microsoft products and services.</li>\n <li>Excellent communication and negotiation skills.</li>\n <li>Strong analytical and problem-solving abilities.</li>\n</ol>",
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