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Microsoft Corporation Sr. Business Program Manager in Cambridge, Massachusetts

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 15,000 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 also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

Lead Projects & Workstreams:

• Manage moderately to highly complex business initiatives that span one or multiple lines of business, understanding interdependencies between process, technology and people needs.

• Envision, design, and optimize end to end customer experience based on business priorities.

• Design and document business scenarios and requirements to meet business objectives inclusive of data centric experience design in a secure, private, and compliant manner.

• Define business performance metrics and measure attainment to drive decision making and guide process optimization needs.

• Design and enhance current and future-state business processes.

• Document data lineage and build capabilities to proactively recognize and report out data quality needs.

• Manage capability roadmap, prioritization, and trade-offs.

• Sign-off on scope, design, solution releases, experience, research.

• Steward the design lifecycle, partnering across teams to manage risks, issues, actions, escalations, stakeholder alignment, schedules, deliverables, and engineering partnerships while maintaining legal, policy and compliance requirements.

• Manage customer feedback/pain points from the field.

• Contribute and influence change management efforts.

• Assess new stakeholder asks to determine business case, scope, and priority alignment.

Engage with Business Stakeholders:

• Build relationships and collaborate globally with stakeholders and partners to deliver outcomes ensuring shared understanding of progress and performance.

• Ensure that stated and unstated goals, business issues, concerns and priorities are surfaced and understood.

• Influence, activate and orchestrate across teams to build alignment and drive results.

• Partner across key stakeholders and partners to ensure alignment and effective management of dependencies.

Leverage and Improve Frameworks and Standards:

• Leverage and ensure consistent application of our established Accountability & Delivery Model (A&D) for program and project delivery, adhering to all process engineering standards and methodologies.

• Mentor project teams on the effective use A&D, provide guidance on effective application of model, and promote the benefits of using standardized delivery procedures.

• Collect feedback through program and project execution and identify areas for improvement to the A&D. Plan, develop, and release, improvements to the model.

KEY OUTCOMES:

• Influence, activate and orchestrate across teams to build alignment and drive results.

• Leverage real-world understanding of business performance, “voice of customer”, and associated data to generate insights (incl. regional variations, current maturity, adoption levels, and pain points).

• Delivers world class operational capabilities across the Deal Management business.

Qualifications

Skills and Qualifications/ Minimum Qualifications:

• BS/BA or equivalent professional work experience

• 5+ years of project management or operational efficiency experience

• 5+ years of experience leading complex process, capability and/or data implementation efforts

Other Qualifications:

• Desirable qualifications include formal training and/or experience in the following:

o Stakeholder Management

o Experience Management:

o Business Value Management

o Project, Program & Process management

o Process Engineering methodology

• Proficient in handling complex strategies with a high business and/or data acumen

• Flexible and comfortable in ambiguity and optimistic in the face of change

• Advanced oral and written communication skills, planning, and organizational abilities.

• Ability to work independently, handle multiple projects in a fast-paced environment, and negotiate & collaborate effectively.

• Must be highly analytical with the ability to understand business metrics, financial, customer, and market trends.

• Proven track record of designing experiences and solutions

• Successful candidate will have a growth mindset and exhibit Microsoft’s culture attributes

• Demonstrated strong capabilities in the areas of cross group collaboration, organizational agility, analytical thinking and communication skills

• Strong organizational skills and excellent execution and follow through skills

• Ability to drive projects in a highly matrixed environment

• Ability to build strong partnerships globally across organizational lines

• Ability to interact with executives to generate insights, present material and discuss business problems

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 (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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