SangHee Kim

Experience

• 

  Microsoft

  Jul 2007 - Sept 2023

  Senior Program Manager (July 2017-Sept 2023)Program manager leading multiple programs to listen customer feedback, identify their pain points and improve content experience based on them, through collaboration with multi disciplines and multi-site teams.• Developed content performance model to identify underperforming content based on customer feedback contributing to improved customer satisfactions scores and positive customer feedback.• Implemented scalable solution using internal AI technologies to efficiently process high volume of customer verbatims into actions themes, reducing processing time by more than half, but increasing processing coverage.• Drove regular customer satisfaction review to recognize customer pain points and develop projects for improvement, resulting in the initiation of multiple improvement projects. Show less Managed production pipe of localizing content for Microsoft Office users and developers in 36 languages through collaboration with multiple teams both internally and externally across world. Focus on continuous improvement and cost-saving measures.• Provided localized content for international customers using Microsoft products in 36 languages simultaneously achieving an increase in user engagement and satisfaction.• Developed KPI based production pipeline monitoring system, resulting in cutting FTE’s operational footprint by more than half and timely identifying bottle necks in production pipeline.• Created the dashboard with implementation of the KPI which was broadly used across organization.• Developed and implemented strategic plan for leveraging Machine Translation technology, resulting in 50% increase in localization coverage and 30% reduction in costs. Show less

  • Senior Program Manager

    Jul 2007 - Sept 2023

  • Localization Program Manager

    Jul 2007 - Jul 2017