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Microsoft Corporation Business Program Manager, Lifecycle Programs & Policies, Customer Experience & Success in Redmond, Washington

Microsoft's Customer and Partner Experience (CPE) organization needs your expertise as a Business Program Manager, focused on our Lifecyle Programs & Policies to ensure an optimal customer experience for our global customers and partners.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is embarking on an unprecedented journey to provide a differentiated and connected customer experience. Through the Connected Customer Experience strategy, our aim is to build a differentiated, end-to-end customer experience that delights our customers across every touchpoint. It is an amazing time for our industry. Microsoft has an opportunity to be a customer experience market leader and we need your leadership to help us act on it.

Microsoft's Corporate Customer and Partner Experience team (CPE) plays a pivotal role in this journey and is responsible for advancing customer and partner satisfaction with Microsoft. We work with groups and roles across product marketing, engineering, sales, operations, services, and support, on the strategy and execution of key projects and programs that build accountability, guide company actions, and ensure delivery of improved experiences for customers and partners.

As a Business Program Manager on the Corporate CPE team, you will be a key member of the Microsoft Lifecycle Policy team and work directly with managers and executives on challenges that span across all product and services teams as well as support teams, business planning, marketing, and Public Relations (PR). You will be responsible for the strategy and execution of Lifecycle Policies for Microsoft products and services worldwide, policies that help drive increased competitive differentiation for Microsoft by enabling customers and partners to better plan for and derive value from their Microsoft-related investments. We need a strong leader, strategic planner, and collaborator to help drive the transformation of our policies and offerings for Microsoft products, technologies, and services to align with the company’s shifting priorities and the changing behaviors of our customers.

You will have an opportunity to lead, influence, and become a trusted advisor and key contributor across leadership, working collaboratively with leaders and their teams to develop strategic recommendations and gain buy-in and consensus around those recommendations. You will also work with a wide array of stakeholders on teams to identify and partner on key Lifecycle related opportunities, review of cross-group and cross-company marketing issues and mitigations, and deliver prescriptive guidance to the field on Lifecycle messages.

Responsibilities

  • Work with Sr. Leadership across the company to align and gain support for new policies or changes in policy

  • Partner with teams to evangelize Lifecycle Policy, manage lifecycle escalations, develop and execute PR plans and analyst responses, and contribute to the all-up public strategy from envisioning through launch and maintenance to ensure current, relevant, and easy to consume information

  • Lead work with key product divisions including the field on policy/offerings alignment and adherence to requirements, applying judgment and creativity in solutions for exceptions when warranted; balance overall strategic objectives of the business against the pressing customer/partner issues

  • Partner across stakeholders to stay up to date on competitive information and initiatives

  • Serve as key source of customer knowledge and insight for the team, representing the voice of the customer

Qualifications

Basic Qualifications:

  • Five or more years of experience in program management, business management, customer success, project management skills

  • Familiarity or experience with the Microsoft Lifecycle Programs or Policies, offerings, systems and processes from launch to end of support, with an understanding of the array of technical constraints, user goals and business requirements that shape a product

  • Ability to effectively collaborate with stakeholders and key contacts across the company

  • BS, BA or equivalent required

Preferred:

  • Experience working with Azure, Cloud, O365 or Office products

Location/Travel: You will be based in Redmond, WA. You can expect limited travel, less than 10%.

Join us and be one who empowers billions! This is a rare and unique role that operates on a cross company scale like no other! When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.

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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at https://careers.microsoft.com/us/en/accommodationrequest .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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