Learning And Development Business Program Manager, Customer Experience & Success, CSS

Microsoft Corporation Charlotte , NC 28201

Posted 2 months ago

Are you interested in being part of a growing Learning and Development organization in Microsoft? Are you looking for an exciting opportunity to apply your learning design, program management and change management expertise to develop and deliver learning journey maps that help learners acquire knowledge and skills in an effective and engaging manner? Do you want to turn your great ideas into tangible results that make a difference? If that's the case, Microsoft has an amazing opportunity for you!

Microsoft is looking for a Learning and Development Business Program Manager, with proven service management and exceptional people management skills to enable our field professionals to optimize their impact with our customers! This could be your next great career adventure!

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.

About the team:

With over 35,000 direct and indirect employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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 CEnS 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 because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Minimum:

  • Bachelor's Degree

  • Deep experience in learning and development, including significant experience in designing and delivering blended, scalable, cohort-based experiences for global populations.

  • Track record of architecting, estimating, and delivering solutions with complex and cross functional challenges/ problems.

  • Ability to manage ambiguity in an evolving and dynamic environment and the ability to challenge customer requirements and drive good trade off decisions based on business needs and business constraints.

  • Exhibit excellent written and verbal communication skills.

  • Ability to communicate with a variety of different audiences and strong presentation skills.

Excellent problem-solvers, able to quickly change direction based on updated user specifications or system limitations.

  • Ability to effectively recognize and adapt to change.

  • Ability to travel domestically and internationally and work with different cultures and customers.

Preferred:

  • Master's degree in Instructional Design, Educational Technology, or a related field.

If you've read this entire job description and are excited, please apply, and include the reasons why you'd be a great fit for this position, and what you think you would add to our talented team.

Keywords: learning experience designer, instructional designer, learning program manager, learning architect

Location/Travel: Issaquah, WA. Depending on working hours, work from home arrangements are available. Routine travel and international travel in support of projects and organizational alignment will be occasional up to 25%) contingent upon Covid 19 travel restrictions.

Work Hours: This opportunity requires collaboration with worldwide stakeholders. Working on flexible business hours to connect with global stakeholders will be required to perform duties as outlined. Schedules will be flexible to support work-life balance and specific project/program needs.

Join us and be one who empowers billions! That's incredible reach. 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.

#bizops

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.

  • Collaborate with a cross-functional team to reimagine our approach to professional learning solutions and create a coherent vision for engaging personalized, and effective professional/soft skills development experiences.

  • Plan, scope, and lead the design and development of professional solutions-conduct research, guide the development of content, facilitate review process and incorporate feedback, recruit and manage SMEs, etc.

  • Work with business stakeholders to identify business requirements and shape approach for professional skilling strategy design solutions. Meet directly with end-users and leadership to demonstrate solutions, answer questions regarding capabilities and requirements, and work to resolve issues that arise during the design cycle.

  • Monitors feedback on effectiveness of complex programs after implementation, and makes recommendations and implements changes on future programs, including the adoption and reinforcement of behavior changes that's needed.

  • Advocates for the continuous improvement in the learning experience based on the latest research and development and continually educate yourself on cutting edge of professional/soft skills learning.

  • Identifies, baselines and measures Key Performance Indicators to ensure successful outcomes are achieved.

  • Guide and work closely with design and development vendors to create solutions.

Communicate and obtain support for this strategy both internally and within our delivery partner estate.

  • Work seamlessly with Worldwide Learning, CSS Readiness Teams, and experts to share best practices and develop strong solutions that are highly adaptable to meet changing and ongoing needs of the wider business.

  • Be part of a thriving productivity practice that's constantly looking for ways to improve our customers' experience.

Key Capabilities & Behaviors

  • Deliver thought leadership in professional skilling strategy while seeking/ including perspectives from the wider business.

  • Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions, and decisions.

  • Strategic business and operational leadership, organizational agility, ability to impact and influence senior level leaders across the company.

  • Proven effectiveness driving complex multi-stakeholder programs, leading cross-team programs to desired results, and managing risk.

  • Work well under pressure and deadlines with a high tolerance for ambiguity.

Ability to rapidly gain/build trust and confidence of internal and external stakeholders.

Deliver fantastic results quickly and effectively.

  • Demonstrated ability to develop and implement effective organizational change strategies.
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Learning And Development Business Program Manager, Customer Experience & Success, CSS

Microsoft Corporation