Manager for the Customer Experience Measurement Group at Microsoft
Former Army Apache pilot excels as a corporate manager with America’s leading software solutions provider.
by Warren Duffie

Shannon Huffman Polson is used to facing daunting challenges. After working as a successful program manager during her initial assignment at Microsoft, she was placed in command of a struggling customer service team facing outdated processes and lack of process consistency across businesses. This made costs much higher than they should have been, as well as introducing a number of risks to the team mission.

But the former Army captain wasn’t intimidated. She had blazed new trails during her military career – the first female Apache helicopter pilot for one battalion, the first women to command an Apache line company for another battalion, a platoon leader in dangerous reconnaissance missions over Bosnia, and the first woman to command an Apache line company for the 2nd Infantry Division.

Immediately, Polson reorganized the team, refocusing its mission and bringing in more senior talent. The result: a streamlined and smooth-running unit projected to save over $7 million in costs upon the implementation of current initiatives.

“Flying Apaches doesn’t directly correlate to what I do today,” says Polson, “but time in the cockpit and with my various teams gave me the confidence and ability to digest large amounts of information and act quickly, clearly articulate goals, and lead a team. In addition, the opportunities to brief senior leadership at various junctures was valuable as I transitioned into the civilian sector.”

On the Job
These skills have helped Polson succeed at Microsoft’s Redmond, Wash., headquarters. She is group manager for the Customer Experience Measurement Group in the company’s Worldwide Services Global Delivery Division. Clients include Fortune 500 firms requesting tech support, companies requiring Microsoft consultants to integrate their servers, small business owners seeking more information about Microsoft’s Vista office programs, and individuals calling about their Xbox systems.

Polson’s team is responsible for delivering the voice of the customer back to the business, which includes managing and analyzing over a million global surveys annually. Ensuring data integrity is also one of many parts of the team’s mission. This includes managing global initiatives, designing and driving process consistency globally and across different business units, all driving toward reduced costs in operation.

“In the Army, we were taught, ‘People First, Mission Always,’ ” Polson says. “That applies in corporate America as well. You have to work well with your co-workers and customers to achieve a successful mission.”

Seeking Tech-Savvy Veterans
Microsoft is the world’s No. 1 software company — providing a variety of products and services, including its signature Windows operating systems and Microsoft Office suite.

Based in Redmond, Wash., the multibillion-dollar company has 78,565 employees worldwide and provides them with one of the best work environments in Corporate America. Aside from competitive pay, health and dental coverage, and stock and 401(k) plans, Microsoft employees also benefit from the company’s WorkLife Balance program. Some of the initiative’s offerings include childcare assistance, maternity and paternity leave, long-term care for extended family members, employee development courses, tuition assistance, and assistance in quitting smoking or losing weight.

Microsoft also boasts “affinity groups” for employees who are military veterans and/or reservists. These groups provide career development, support, mentoring, and networking opportunities. In addition, to recruit new veteran employees, Microsoft provides resources, skills development, and job placement services to those making the transition to the IT world.

For example, veterans and active-duty personnel can use their GI Bill benefits to cover the examination fees to attain Microsoft Office Specialist certification.

In Uniform
Polson, an Alaska native, graduated from Duke University in 1993, where she completed Army ROTC. She was then sent to Fort Rucker, Ala., for her aviation officer basic course, initial flight training, and Apache Advanced Qualification Course. From there, Polson went to Fort Bragg, N.C. – where she was the first woman assigned to the XVIII Airborne Corps as an Apache helicopter pilot.

After serving at Fort Bragg, Bosnia and Fort Huachuca, Ariz., Polson transferred to Camp Page, Korea – where she was the first woman to command an Apache line company for the 2nd Infantry Division. She then worked in military intelligence at Fort Bliss, Texas, before leaving the Army in 2001.

“I saw business as the best way to utilize my leadership skills,” Polson. “In the civilian world, no one is really looking to hire Apache pilots, so I decided to go to business school.”

Polson’s Advice
Make a list of transition pros and cons. “Any transition is disruptive. Think about how this one will impact your life.”

Don’t look back. “Make the transition your mission and charge forward.”

Think of your military experience in broad terms. “Stress your leadership skills or experience with advanced technology. If you were a platoon commander who led 500 people, tell that to employers. They’ll definitely be impressed.”