Shannon Dascher
Senior Program Manager
Redmond,WA
Summary
Strong leader and problem-solver with 20+ years of experience at Microsoft and Amazon Web Services (AWS). A diverse background in program and product management, engineering, sales, field training, and operations. Customer-focused Leader who responds well to challenges and thrives in unraveling complexity. Uses independent decision-making skills and sound judgement to positively impact company success.
Overview
26
26
years of professional experience
3
3
Certification
Work History
Senior Program Manager, Global Technical Field Enablement
Amazon Web Services (AWS)
Remote, WA
07.2020 - 07.2023
- Spearheaded the creation of a skill development initiative for 8500+ Solution Architects, streamlining understanding of key skills to improve customer interactions and accelerate professional growth.
- Led execution of a quarterly technical training program for 11,000+ field employees to improve knowledge on new services. Exceeded satisfaction target of 4.0 with an average of 4.3.
- Directed the end-to-end design and execution of a global Learning path for 8500+ Solution Architects. Achieved a satisfaction score of 4.3, beating the goal of 4.0.
- Orchestrated the revision and launch of the Individual Contributor to Manager training program, garnered an average satisfaction score of 4.5, surpassing the goal of 4.0.
Senior Program Manager, Global Customer Success
Microsoft
Redmond/Bellevue, WA
08.1997 - 07.2020
- Improved seller productivity by redesigning the technical field escalation process, yielding a 2-hour time saving per escalation
- Led the design of a career development framework for the 300-person organization to help employees find mentors, promote knowledge sharing, and provide continuous growth.
Senior Product Manager, Global Commercial Licensing
Microsoft
Redmond/Bellevue, WA
08.1997 - 07.2020
- Led strategic initiatives on a multi-year project to develop and deploy an innovative $40 billion Volume Licensing platform supporting Microsoft’s transition to the cloud.
- Guided the definition and execution of customer-focused experiences, business processes, and effective change management initiatives.
- Primary liaison between customers and engineering teams, translating user feedback into functional requirements and user experiences, leading to a 10% improvement in product usability and an 5% increase in customer retention rate.
- Championed the creation of an innovative journey mapping process, improving the identification of pain points and uncovering opportunities across customer, partner, and field experiences.
- Redesigned the customer survey process to better identify actionable satisfaction issues, reduced operating costs by 75%.
Senior Program Manager, Global Customer Service & Technical Support
Microsoft
Redmond/Bellevue, WA
08.1997 - 07.2020
- Executed cross-functional strategic initiatives for Customer Service, Technical Support, and Operations resulting in new tool and process changes that enhanced partner experiences and reduced partner churn by 32%
- Led change management efforts to align 5000+ employees with new processes and tools, resulting in a consolidation of partner inbound contact channels from 3 to 1, simplifying communication and decreasing response time for billing issues by 63%, from 8 to 3 days.
Product Manager, Professional Services Business Operations
Microsoft
Redmond/Bellevue, WA
08.1997 - 07.2020
- Streamlined the electronic agreement process for contracting and customer signature, achieving a significant 50% reduction in customer signature time from 2 weeks to 1 week.
- Led the design and implementation of a new process to automate the release of Professional Services offerings, drastically reducing time to market from 3 weeks to 1 week.
- Orchestrated cross-functional collaboration with Licensing, Operations, and Engineering teams to ensure flawless implementation, thereby enhancing efficiency and elevating the overall customer experience.
Program Manager, Global Customer & Partner Experience
Microsoft
Redmond/Bellevue, WA
08.1997 - 07.2020
- Drove strategy and execution of global processes to enhance customer and partner experiences across Product Development, Engineering, Operations, Customer Service and Technical Support Teams
- Led efforts to revamp data collection and analysis processes improving issue identification and resolution by 2 weeks.
- Established and managed a cross-functional steering committee at the executive level, facilitating collaboration, insights exchange, and collective problem resolution, leading to better decision-making, increased operational effectiveness, and improved organizational alignment.
- Managed rhythm of the business process and authored content for the monthly update to Corporate Vice Presidents and 4000+ field sellers.
Team Manager, promoted to Group Manager, Global Customer Service & Support
Microsoft
Redmond/Bellevue, WA
08.1997 - 07.2020
- Hired, led, and developed the ~75 employee US and Canadian Response Management Teams. Company-wide program designed to improve customer and partner experiences.
- Established a regional-to-corporate escalation process, reducing issue resolution by 5 days, launched to 10,000+ employees. Worked with each subsidiary to integrate new processes into operating models.
- Created a subject matter expert process to improve accountability and resolution on escalated issues. Launched to 3000+ employees, achieving a 50% improvement in resolution rates on initial contact.
- Instituted a global knowledge management solution, centralizing issue responses in a repository for regional teams to access. Enabled quick access to responses for similar issues, reducing average escalation time by 50%.
- Owned strategy and operations for ~700 Account Managers to request onsite technical support for US customers.
- Led the recruitment and development of a team of 5 dispatchers, leading to a 25% improvement in technical resource onsite delivery times.
Education
Bachelor of Science, Political Science & Law Enforcement -
University of Minnesota
Skills
- Team Building & Leadership
- Strategic Planning & Goal Development
- Implementation Planning
- Program Quality Assurance/Governance
- Operational Process Analysis & Redesign
- User Experience Design
- Stakeholder Management
- Risk Identification & Mitigation
- Work Breakdown Structure (WBS)
- Microsoft Office
- Google Suite
- Zoom
- Slack
- Quip
- Chime
- Smartsheet
- Tableau
- Asana
- Jira
- Salesforce
- Dropbox
- SharePoint
- Agile & Waterfall Methodologies
- Scrum
- Software Development Life Cycle
- Learning & Content Management Systems (LMS)
Certification
- Project Management Professional (PMP), Project Management Institute (PMI)
- Change Management Specialist Certification, Management and Strategy Institute
- Scrum Master Certification, SolutionsIQ
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Senior Program Manager, Global Technical Field Enablement
Amazon Web Services (AWS)
07.2020 - 07.2023
Senior Program Manager, Global Customer Success
Microsoft
08.1997 - 07.2020
Senior Product Manager, Global Commercial Licensing
Microsoft
08.1997 - 07.2020
Senior Program Manager, Global Customer Service & Technical Support
Microsoft
08.1997 - 07.2020
Product Manager, Professional Services Business Operations
Microsoft
08.1997 - 07.2020
Program Manager, Global Customer & Partner Experience
Microsoft
08.1997 - 07.2020
Team Manager, promoted to Group Manager, Global Customer Service & Support
Microsoft
08.1997 - 07.2020
Bachelor of Science, Political Science & Law Enforcement -
University of Minnesota
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