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With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Customer Service & Support (CSS) is a global organization providing support in 46 languages across 195 countries, and here is where expertise meets innovation. Our support engineers are at the forefront, empowering customers with the solutions they need to make technology work for them. As a global leader in support, we create lasting connections built on trust, one customer at a time.

The Technical Strategy and Innovation (TS&I) team is responsible for helping to build a technology roadmap that aligns with the vision and goals of the CSS organization. The team works with engineering to deliver new and innovative capabilities that improve the customer experience, enhance agent efficiency, and decrease efforts. The team also conducts research and analysis on emerging technologies and trends that can create value for the organization and its customers.

We are looking for a passionate, detail-oriented, systemic thinker as a Business Program Manager to join the Operations team. As a member of the Operations team, you will be executing and optimizing routing & assignment processes and procedures as we onboard business units to AI based initiatives including Intelligent Assignment (IA). You will develop subject matter expertise and contribute to the development of standard operating procedures. You will influence policies and procedures along with requirements for tools as new capabilities are developed within our systems. You will accelerate your career growth by developing a deep understanding of our support operations including creating and maintaining system configurations, directly interface with lines of business to drive issues to resolution, drive cross organization collaboration, and deliver impact that result in improved customer experience.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Response and Resolution:

• Utilizes direction and strategy from leadership regarding business area of expertise in order to help create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly.

• Develop, define, document, and execute operational workflows and track the success criteria and performance metrics.

• Demonstrates an understanding of mapping or how systems work and impact one another.

• Evolve and automate processes by providing requirements for tools and systems, across multiple integrated processes and teams.

• Analyze requests for specific requirements and with a cross-functional team to determine the best operational solutions.Contribute to or lead a portfolio of projects, communicate the program status and risk to stakeholders and hold them accountable to following the schedule.

• Conduct cost-benefit analyses, collect, and evaluate success metrics, and use other analytics to examine performance, derive value, and identify risk and opportunities.

• Monitor, analyze, troubleshoot, and implement corrective actions of system configurations & process and drive reduction in occurrence rates.

• Be the escalation point of contact for your lines of business to drive issues to resolution.

• Contributes to monthly business review (MBR) and runs rhythms regularly to identify what is working and what is not and makes improvements accordingly.

Readiness:

• Defines and executes on landing and communication plans, such as the target audience(s) and communication strategy. Leads the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Works across teams (e.g., Landing Design, Engineering, Supply Chain, Finance, Technical Program Management) to ensure all program requirements are understood and can be met.

• Evangelizes complex programs to stakeholders, partners, and customers to gain buy in. Leverages data and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]) to demonstrate the value of the program and show business impact. Adapts communication style and storytelling strategy according to audience and business needs.

Product/Process Improvement:

• Contributes to or leads a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for complex programs. Communicates the program status and risk to relevant stakeholders and holds them accountable for following the established schedule, risk mitigation plans, and processes.

• Demonstrates an understanding of mapping or how systems work and impact one another. Works with and leverages other teams (e.g., Supply Chain, Engineering, Sales) to ensure program processes are rigorous and executed efficiently. Develops processes around scope and scheduled changes for programs, and communicates them to stakeholders.

Business Integration:

• Conducts cost-benefit analyses to examine performance to value drivers (e.g., profit and loss [P&L], return on investment [ROI]). Contributes to monthly business review (MBR) and runs rhythms regularly to identify what is working and what is not, and makes improvements accordingly.

• Collects and evaluates success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as acquisition, usage, impact, effectiveness, and customer feedback, and uses scorecards and dashboards to monitor complex programs and ensure all activities align with business and program objectives. Uses data analytics (e.g., scenario analyses) to derive insights and training that help identify current and future program risks and mitigation plans, as well as opportunities to streamline and optimize programs based on lessons learned.

• Utilizes direction and strategy from leadership regarding business area of expertise in order to help create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly. Defines vision and strategy for change, broad and specific impact, and the flow of communication to the organization. Ensures buy in and adoption of the new program or change by others in the organization. Develops the collateral required to enable key stakeholders and others to be on board. Contributes to the training, reskilling, and mapping of individuals in partnership with Human Resources (HR).

Other:

Embody our culture and values (http://culture%20and values)

Qualifications

Required Qualifications:

• Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, process improvement

• OR equivalent experience.

Other Qualifications:

• 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.

Preffered Qualifications:

• Organizational & interpersonal skills with emphasis on verbal/written communication, including the ability to understand complex information and relay in concise manner to stakeholders.

• Experience in operations or case routing & assignment for customer service or support.

Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $94,600 - $183,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $122,000 - $200,500 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until September 16, 2024

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Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .