Business Program Manager, Tools And Processes

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Do you have a passion for driving global changes? Do you thrive in a high paced environment? Do you enjoy leading and managing challenging projects that evolve operational strategies and processes? If you answered 'yes' to all three questions, then a role within our CSS Deployment Services team may be for you.

Our culture is built around attributes that drive our decisions and our actions:

Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful, and trusted.

Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.

Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.

One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.

Making a difference - we drive impact by looking for ways to continually improve our day-to-day responsibilities and the connections between our work and others.

This position is a critical part of the Deployment Services, delivering on complex project agreements and operational changes that support our Customer Support Services (CSS) strategies.

The successful candidate should possess the following experience for the following competencies:

• 3+ years project/program management with experience in supporting external customers and/or an equivalent combination of training and experience.

• Prior professional experience with Azure App Services, Azure SQL, Azure DevOps, PowerBI, Power Automate, and PowerApps

• Must have a passion for enabling organizational capability and productivity

• Curiosity to understand user scenarios and troubleshoot user issues

• Strategic thinking (long term, preventative risk mitigation) and orchestration of complex support planning

• Proven track record of driving strategy and influencing senior leaders

• Demonstrated record of thought leadership, driving change for improvement

• Strong organizational, cross group collaboration, project management, time management and negotiation skills

• Experience resourcing and leading project vTeams

• Evident industry knowledge and experience with the end-to-end project management

• Strong written and verbal communication skills

• The ability to work well under pressure and meet tight deadlines

• Adept at working with other groups to identify and improve processes

• The ability to sometimes deliver tough messages diplomatically and quickly drive toward solutions to problems

• Proven ability to design and balance strategic priorities against tactical needs

• Experience with software development a plus

• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations

• Ability to travel to all areas that Microsoft does business as needed, once restrictions are lifted (approx. 5%)

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.

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

As the Business Program Manager, you will engage with key stakeholders (including senior level leaders) and business owners:

• Understand organizational objectives and user pain points to craft them into product requirements which enable/resolve

• Possess the ability to effectively utilize resources/tools to track project actions and owners.

• Coordinate with vendors to ensure quality and timely delivery of solutions and features

• Must possess the ability to quickly understand project details and communicate (both verbally and in writing) the overall status and aspects of a project.

• Successfully deploy process and operational changes to individuals both within and external of Deployment Services

This position requires significant cross-group coordination, and excellent written and verbal communication skills, as well as the ability to drive collaborative discussions with key stakeholders. Further, you will need to communicate at many organizational levels. You'll develop and foster effective cross-functional relationships and successfully plan and execute changes across CE&S. You will bring strong Program and Project Management skills, be interested in, and able to understand and develop support strategies along with the ability to focus at a detailed level tasks, simultaneously.

You will need an aptitude for seeking creative solutions to multifaceted problems and must have a strong attention to detail. Ability to be an effective team player. Ability to meet deadlines in a fast-paced environment is a must. The successful candidate must have a demonstrated ability to work with and influence managers and individual contributors to achieve consensus and drive the planning of actions/deliverables with a vTeam.