<b>Overview</b><br><p>With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.</p><p> </p><p>Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.</p><p><br>We are seeking a highly motivated and experienced Business Program Manager or Business analyst to help drive change with our internal support tools and systems. The ideal candidate will effectively represent the business, manage projects, collect feedback, and develop usage scenarios to ensure our engineering partners understand how our support engineers work and use our tools to assist customers efficiently. This role requires a strategic thinker with excellent communication skills and a strong understanding of support operations.</p><p> </p><p>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.</p><br><br><b>Responsibilities</b><br><p>Business Program Evaluation and Improvement<br>Utilizes direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise in order to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly. Leads the definition of the vision and strategy for change, broad and specific impact, and the flow of communication and interaction with the organization to drive change management processes. Ensures buy in and adoption of the new program or change by others in the organization using change management methodologies and techniques. Leads others to develop the collateral required to enable key stakeholders and others to be onboard. Leads identification of training and reskilling needs, and mapping of individuals in partnership with Human Resources (HR). Leads partnering with business process outsourcing (BPO) vendors to ensure that their contractors have the proper skills and capabilities Microsoft requires.<br>Provides insight to cost-benefit analyses to examine performance to value drivers (e.g., profit and loss [P&L], return on investment [ROI]). Leads monthly business review (MBR) and runs rhythms regularly to identify what is working and what is not and makes improvements accordingly.<br>Provides insight to collect and evaluates success criteria (e.g., ROI, SLAs, OKRs, KPIs) and performance metrics (e.g., acquisition, usage, impact, effectiveness, customer feedback) and uses scorecards and dashboards to monitor highly complex programs and ensure all activities align with business and program objectives. Leads the synthesis of data analytics (e.g., scenario analyses) to derive insights and training that help identify current and future program risks and mitigation plans and opportunities to streamline and optimize programs based on lessons learned that impact the broader unit, and plan to sunset programs that are no longer necessary or meeting objectives.<br> <br>Business Program Excellence and Execution<br>Shares expertise to evangelize highly complex programs to stakeholders, partners, and customers to gain buy in. Leverages data and performance metrics (e.g., OKRs and KPIs) to demonstrate the value of the program and show business impact through storytelling and using scorecards and real time dashboards. Leads others to adapt communication style and storytelling strategy according to audience and business needs.<br>Shares best practices to define and execute on a landing and communication plan (e.g., target audience(s), communication strategy) informed by Microsoft's security principles. Leads the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Leads others to work across teams (e.g., Landing, Design, Engineering, Supply Chain, Finance, Technical Program Management) to ensure all program requirements are understood and can be met.<br> <br>Business Program Management<br>The SCIM (Security & Compliance, Identity and Management) Business Operations team is seeking a Project Manager to lead enhancements across our extensive tooling portfolio. The successful candidate will possess prior experience with support tools, customer and case management, as well as processes relevant to CSS. Emphasizing a security-first approach, our team develops requirements and scenarios reflecting the daily responsibilities of support engineers, technical advisors, and managers when engaging with customers. We are looking for individuals who excel at synthesizing various data points and aligning them into cohesive short- and long-term strategies. This role offers exciting opportunities to collaborate with Security, Product Group, Engineering, business partners, and Leadership teams, fostering both professional growth and development within our organization. <br>Leads a portfolio of projects including the project plan, documentation of roles and responsibilities (e.g., responsible, accountable, consulted, informed [RACI] framework), timelines, milestones, financial management, performance metrics, and/or resource needs for highly 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. Establishes objectives and success criteria for the project in an inclusive collaborative manner with all stakeholders.<br>Provides insight to lead others to understand mapping or how people, process, technology, and systems work and impact one another using process flow mapping tools. Leads the collaboration including leveraging other teams (e.g., Supply Chain, Engineering, Sales) and stakeholders to ensure program processes are rigorous, informed by security principles and executed efficiently. Develops processes around scope and scheduled changes for programs impacting the broader unit, and communicates it to stakeholders. Recognizes process gaps/inefficiencies and drives strategies for optimization.<br>Business Program Planning and Design<br>Leads others who work with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design highly complex security-, privacy-, and other regulatorily-compliant programs from initiation to delivery, independently. Provides expertise to produce collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met.<br>Leads the defining and tracking of success criteria (e.g., return on investment [ROI], service level agreements [SLAs], objectives and key results [OKRs] and key performance indicators [KPIs]) and performance metrics (e.g., quality, adoption, usage, impact, effectiveness) for the program, and identifying which data will result in data-driven decision making.<br>Identifies and scopes opportunities to develop new programs and improve current ones impacting the broader unit. Leads the identification and resolution of root problems (e.g., root- cause analysis), definition of the program strategy, establishing and maintaining alignment with stakeholders/leaders, gathering of program requirements, identification of resource needs, creation of project plan and targets, and working across teams to align on the plan of record. Improves operations of existing programs by identifying appropriate methodologies and best practices, defining and diagnosing highly complex program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues. Drives clarity in highly complex program issues and strives for simplification. Drives the incorporation of security principles into all planning processes.<br>Performs program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examines business insights and trends (e.g., customer feedback and expectations) to identify stakeholders and program scope, stay current, agile, and competitive, and contribute to programs impacting the broader unit. Demonstrates thought leadership in contributing to overall business goals, objectives, and strategies, as well as short- and long-term business priorities (e.g., artificial intelligence [AI], security, efficiency, quality). Understands and identifies current program risks, impact, and develops mitigation plans impacting the broader unit.<br> </p><p>Other: </p><p>Embody our culture and values <br> </p><br><br><b>Qualifications</b><br><p><strong>Required/Minimum Qualifications</strong></p><ul><li>Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement<ul><li>OR equivalent experience.</li></ul></li><li>Business Analyst</li><li><span data-contrast="none">Demonstrated problem solving and troubleshooting abilities, with experience using a range of data collection tools and methods to analyze issues, determine root causes, and develop solutions.</span><span data-ccp-props="{}"> </span></li><li><span data-ccp-props="{}"><span data-contrast="none">Interest in technology, ongoing learning, and professional development.</span> </span></li><li><span data-ccp-props="{}"><span data-contrast="auto">3+ years’ experience in a customer facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in a team environment</span> </span></li></ul><div> </div><div><strong>Other Requirements</strong></div><div>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.</div><div> </div><div> </div><div> </div><div><strong>Additional or Preferred Qualifications:</strong></div><ul><li>Proven experience in project management, preferably in a support or IT environment.</li><li>Ability to analyze data and make informed decisions.</li><li>Experience with support tools such as ticket management systems, CRM, and diagnostic tools.</li><li>Knowledge of ITIL or other support frameworks.</li><li>Ability to work in a fast-paced and dynamic environment.</li><li><span data-contrast="none">Able to communicate clearly, both in writing and speech, to leadership as well as technical audiences.</span><span data-contrast="auto"> </span><span data-ccp-props="{}"> </span></li></ul><p> </p><p>Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 $148,400 - $222,600 per year.<br><br>Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: <a href="https://careers.microsoft.com/us/en/us-corporate-pay" target="_blank" rel="noopener">https://careers.microsoft.com/us/en/us-corporate-pay</a><br><br>Microsoft will accept applications for the role until Sept 17, 2025.</p><p> </p><p> </p><p> </p><p> </p><p>#CES #CSS #SCIM</p> <br><p>This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.</p><br><hr><br><p>Microsoft is an equal opportunity employer. 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 with religious accomodations and/or a reasonable accommodation due to a disability during the application process, read more about <a href="https://stage.careers.microsoft.com/v2/global/en/accessibility.html"><b><u>requesting accommodations.</u></b></a></p>
