Program Manager Customer Experience

Mohannad Hammad

Seattle, WA 425-***-**** ********.*****@****.*** LinkedIn

Results-driven Program Manager with extensive experience in software development life cycle, product roadmap development, capacity planning, telecommunication networks, and hardware certifications. Proven track record in leading complex, ambiguous projects and establishing technical excellence across teams. Strong communicator, adept at collaborating with technical and non-technical stakeholders to translate strategic goals into actionable plans.

Program Manager - Microsoft May 2023 – Present

Redmond, WA-USA

As part of Microsoft’s Customer Experience Engineering (CxE) team, I lead the development of scalable tools and platforms that support product teams throughout the product management lifecycle. I drive automation, process improvements, and data-driven insights to enhance efficiency and decision-making. By establishing a structured PMO framework, unified processes, optimizing workflows, and streamlining reporting, we enable Microsoft’s Security Product Groups to engage directly with customers and build high- quality, secure products that meet market needs.

Key Responsibilities

• Responsible for the Customer Experience Engineering program end-to-end, build product vision, strategy, and roadmap, and lead cross-functional teams to deliver high-quality products

• Developing detailed user stories, including functional specifications and acceptance criteria, and drive semester planning to ensure alignment between customer needs and engineering priorities, resulting in improved product outcomes

• Leading the automation initiative in collaboration with the DevOps team and cross functional teams, resulting in a 50% reduction in the resources required to complete operational tasks

• Defining new KPIs and OKRs to measure progress, evaluate performance and identify areas for continuous improvement

• Design and develop an interactive dashboard to track and visualize key data metrics, such as customer onboarding, engagement, and satisfaction, resulting in a 30% reduction in reporting time and a 25% increase in actionable insights for the team

• Proactively identifying potential risks and developing comprehensive contingency plans, minimizing project disruptions and ensuring seamless delivery within timeline and budget Project Manager – Etisalat Group Sep 2016 – June 2021

• Take on the Technical Program Manager role of the new product introduction program, which increases product supportability in the post-launch phase. Products include high-speed internet gateway, flagship mobile devices, and IoT devices.

• Spearheaded a program with Device OEM and internal stakeholders to provide support for complex mobile technology issues reported from field testing on the production network

• Work closely with lab test leads during the Carrier certification process in the pre-launch phase to track and investigate RF-related issues and report back to OEM development teams, which reduces the time to technical approval and launch.

• Communicate and coordinate across multi-disciplinary teams and organizations using Agile methodology to develop network solutions and deploy them promptly. Mobile Access Engineer – Etisalat Group March 2015 – Aug 2016

• Responsible for planning, commissioning, maintenance, expansion, cutover, rehoming, upgrade and monitoring of BSS telecoms network elements (RNC, BSC, Node/ BTS/RBS/DBS levels).

• Prepare integration and configuration scripts and executed all approved software and hardware configurations, along with planning all operations related to wireless networks.

• Prepare professional performance reports for identifying network availability, major outages and abnormal network trends & stats and form resolutions for those faults in weekly and monthly basis.

• Analyze and Propose Solutions for System critical problems and conduct all kind of Interfaces test and execute the required network audits.

• Troubleshoot & Provide Technical Support for New and existing 2G,3G,4G&5G Sites. Radio Access Engineer – Umniah June 2012 – Feb 2015

• Managing new sites installations & integration plans with vendors and contractors to achieve project goals.

• Make sure all project work is done as per quality standards by leading inspections team.

• Modify sites scripts to match site requirements.

• Generate weekly and monthly reports related to RAN healthy checks, faults, and operational activities.

• Correlate different RAN operations issues and tune site performance depending on KPI results statistics.

• Collaborate with contractors on RAN faults and issues and follow up with all stakeholders until issues solved within the agreed OLAs.

Skills

- Project Management - Risk Management - Waterfall & Agile Approach

- Power BI - Problem Solving - Network troubleshooting

- Python - SQL - Azure DevOps

- Microsoft Project - Microsoft Word &Excel - Digital Transformation Certification

• PMP - Project Management Professional

• ACP - Agile Certified Practitioner

• Azure-900 - Microsoft Azure Fundamental

• DP-900 - Microsoft Azure Data Fundamental

EDUCATION

2021-2022 Lamar University - Texas

MS of Engineering Management

GPA: 3.9

2007-2012 Yarmouk University, Jordan

BS Degree in Telecommunication Engineering

Languages - English (Fluent) - Arabic (Native)

Work Authorization: Green Card Holder

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