University of Tübingen

Senior Program Manager at T-Mobile

Managing comprehensive call center software used in T-Mobile call centers to troubleshoot network, device, and account issues. Responsible for working with all stakeholders to define the vision, new functionality and develop the 18 month roadmap in the very fast paced, competitive and complex telecom space. Translating the customer requirements into technical feasible solutions optimizing ROI and time to market.
Working with our engineering and test teams across the full SDLC to sure make each release delivers significant value within the timeline provided by the business. Managing fast resolution of production issues, providing work-arounds and communication to keep the impact to the user base in the call centers to a minimum.

T-Mobile

Product Manager

Program Manager for call center software used in T-Mobile call centers to troubleshoot network, device, and account issues. Responsible for delivering functionality on time with expected quality and managing budget. Mentoring top talent from the frontline guiding them into a corporate career path.

Senior Program Manager

Leading engineering teams (Program Management, Development, Test, Operations) driving distributed large scale Microsoft Telemetry services through multiple release cycles from customer requirements, planning, feature design, functional specifications, development, test, all the way to the final production deployment, incl. project management and resource planning.

•	Consulted feature teams across Microsoft identifying business metrics to improve reliability, code quality, and feature set of their software (including Windows and Office). Drove implementation of services to collect telemetry data for those metrics from Windows users world-wide, process / analyze, and visualize the data in web portals (jQuery and Kendo UI) supporting truly data-driven decisions (e.g. prioritized list of code defects by biggest impact on the end-user experience).
•	Revamped automated customer feedback program by outsourcing participant recruitment, customer service, and incentive fulfillment to external vendors ($500,000 per year) enabling the Telemetry feature team to focus on implementing new service features. 
•	Managed localization for automated customer feedback program, including legal framework and tools, to collect computer usage data from customers outside the US to improve international versions of Windows and prioritize localization of features.
•	Established Service Level Agreements (SLA) with customers. Designed and implemented monitoring / alerting system and scorecard to track key performance indicators (KPI) of all Telemetry services against the SLAs providing transparency and leading to higher customer satisfaction.
•	Designed and drove implementation of user interface to manage KPIs reducing the time to create and update KPIs from 2 days to under 1 hour enabling the Quality Assurance team to instantly add production service monitoring for new issues increasing service uptime.

Microsoft

Senior Program Manager | Services | Telemetry

Created world-wide technology adoption program (TAP) framework and managed high-touch customer TAP for language automation technologies to improve localization efficiency.

•	Recruited representative set of customers on senior executive level, including McDonald’s, Siemens, and Avaya for the localization TAP improving Microsoft's machine translation system by providing translation memories and reducing localization costs. Partner satisfaction rating: 8.5 on a 1-9 scale.
•	Managed vendor resources ($1,7MM budget) validating the machine translation system in various languages with short turn-around times to optimize Microsoft developer resources.
•	Designed and evangelized (incl. presentation at Microsoft world-wide sales conference) consistent Microsoft-wide framework incl. legal agreements, tools, and external website significantly reducing turn-around time from weeks to days for sign-up and administration costs for Microsoft as well as for the technology partners.
•	Developed a strong cross-group TAP leadership council across all major product groups within Microsoft continuously improving the TAP program and process further.

Program Manager | Localization | Windows International

Managed the strategic alliance to Microsoft Corp for Siemens Business Services (SBS).

•	Expanded the European focused Microsoft alliance to the US leveraging the existing consulting practices of an acquired company (Entex) enabling the global Microsoft / SBS alliance, which increased services revenue significantly. Value of the Global alliance contract: $5MM.
•	Drove MS gold-level certification for SBS US for 30 sites (200 people) to improve qualification of consultants and save $950,000 in licensing cost for Microsoft products.
•	Represented SBS on various Microsoft Advisory Councils, providing feedback to Microsoft from an international point of view.
•	Managed participation and sponsorship of MS events (incl. developer, partner, and sales conferences) creating awareness for SBS within Microsoft and the US supporting the global alliance.

Siemens Business Services

Global Alliance Manager | IT Services | Business Services

•	Hired and led a team for quality assurance (incl. external technical beta tests) and product release of compilers and development tools. Using Six Sigma and Fagan inspection methodology to significantly reduce software defects. 
•	Taught computer science classes at Siemens training center and Community College. 
•	Wrote manual for software debugging. 
•	Worked in field / hotline support helping customers diagnose software issues and implementing hotfixes. 
•	Developed test cases and setup program for Star Workstation Office system.

Frank Bilger