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Microsoft Corporation Senior Business Program & Operations Manager, Support for Mission Critical in Issaquah, Washington

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.


In this Business Program Management role, you will lead the product and business strategy for a portfolio of Support for Mission Critical service offerings. You would own the end-to-end design of customer experiences and its worldwide landing efforts in partnership with our Marketing, Sales, Operations and Delivery teams.


• Use market research, insights from our internal stakeholders and customer feedback to develop a deep understanding of the global customers' needs across Microsoft solution areas.

• Drive the SfMC support product and business strategy including packaging and pricing to make it central to the digital transformation challenges. This work includes offering definition, feature roadmap, value proposition and messaging.

• Drive Go-To-Market in partnership with our marketing and sales teams.

• Closely collaborate with the Delivery and Business Operations organizations to build a profitable, relevant, consistent, scalable healthy business and customer experience across markets.

• Establish and manage business processes for SfMC support offerings, including rhythm of the business, KPIs and governance activities.


• Bachelor’s Degree or equivalent in Business Administration, Computer Science, or related fields.

• 5-7 years of work experience in product or program management in Professional Services or Customer Success

• Broad knowledge of technology and Digital Transformation strategies

• Outstanding teamwork and hands-on leadership skills

• Global product and business strategy skills and experience

• Master’s degree in Business Administration is a plus

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.