Microsoft Corporation BUSINESS OPS PM in Redmond, Washington

Microsoft’s Universal Store is the team for experienced, collaborative, and passionate professionals seeking a rewarding career in the highly innovative and fast paced technology centric environment of e-commerce. The Universal Store powers the online storefronts for Microsoft’s premier products and services including Office 365, Azure, Xbox, Microsoft Store and Windows store, as well as ecosystems that support Microsoft developers, advertisers and resellers. The platform processes transactions in hundreds of countries and territories for various business models and supports a variety of localized payment methods for both the pay-in and pay-out scenarios.

This team within the Universal Store Business Operations organization is responsible for high complexity escalation management and problem resolution across a wide variety of ecommerce issues. We collaborate with cross disciplinary teams in Engineering, Marketing, Operations and Support as well as external service providers and financial institutions. Our team drives and delivers impactful customer centric solutions that solve e-commerce issues experienced by our users. We seek a Program Manager with proven project management, communication, presentation and technical skills, who is highly data driven and brings a customer centric mindset to join our team. As a business operations program manager within the Payment Operations team, you will have the opportunity to drive high impact projects that involve petabytes of data, billions of dollars in revenue, hundreds of millions of transactions and tens of millions of users worldwide.

You will a part of creating and operating our next-generation platform that powers consumer and commercial online services across Microsoft.

Core responsibilities:

1.Perform forensic systems work to investigate complex issues involving Universal Store services typically impacting large sets of customers and/or partners and may also involve significant business impact. This will require directly working with (i.e. querying) backend databases, traces, logs, etc. and using data driven methods to drive desired outcomes.

2.Be responsible for end to end payment operations escalation analysis and resolution for area of focus. This includes having a deep understanding of business models, the service architecture, the integrations/endpoints, and most importantly emerging/trending issues and solutions.

3.Responsible for reducing top issue drivers for respective focus areas by applying project management methods.

4.Responsible for KPIs involving cycle time and quality for respective focus areas.

5.Act as a primary point of contact and subject matter expert for various Microsoft teams including customer support, UST engineering, business/functional groups as well as other engineering teams for focus areas with regards to online commerce scenarios.

6.Mentor and coach an extended team (onshore & offshore locations) of support engineers from a 3rd party supplier to investigate issues and resolve/mitigate escalations. Accountable for cycle time and quality SLAs of the extended team, as it applies to focus areas.

  1. Understand architecture and design of new features and predict how they impact the customer experience and future escalation scenarios. Ability to proactively mitigate defects when possible and design/implement contingency plans for remedial work when necessary.

  2. Passion for continuous improvement, lifetime learning and a healthy sense of dissatisfaction with the status quo. Ability to see the long & short term, and macro & micro levels of a problem space.

Qualifications Minimum Qualifications:

•Advanced SQL skills (DML)

•Bachelor’s degree in Computer Science or similar field

•3-5+ years of program management or data analysis experience

•3-5+ years of experience in troubleshooting and reverse engineering online services and REST API's

•Knowledge of and experience with online and mobile commerce

•Knowledge of structured and non-structured data bases

•Advanced PowerBI skills

•Ability to write (or learn how to write) Scope jobs in Visual Studio to query Microsoft’s internal big data warehouse (COSMOS)

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to

Business programs & operations