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With over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Microsoft CSS is one of the largest customer service organizations in the world, comprising tens of thousands of agents assisting more than one billion customers worldwide across voice calls, emails, and live chats.

As the Director of Business Program Management - Copilot for Support within the Technology Strategy & Innovation team, you will be responsible for driving programs and virtual teams to transform people, processes, and technology for our customers and employees. You will lead or work on programs which leverage the power of AI to provide better customer service and experience, reduce toil by our employees, drive efficiency throughout business processes, and become a showcase for our global customers.

This role is flexible in that you can work up to 50% from home.

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.

Responsibilities

• Oversees a portfolio of projects and day to day programs including the project plans, timelines, milestones, financial management, performance metrics, and/or resource needs for crucial programs.

• Utilizes direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly.

• Drives the definition of the vision and strategy for change, broad and specific impact, and the flow of communication to the organizationto ensure buy in and adoption of the new program or change by others in the organization.

• Drives the identification and resolution of root problems (e.g., root-cause analysis), the definition of the program strategy, gathers program requirements, identifies resource needs, creates the project plan and targets, and works across teams to align on the plan of record.

• Acts as a subject matter expert to evangelize crucial programs to stakeholders, partners, and customers to gain buy in.

• Drives the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadenceand holds them accountable for following the established schedule, risk mitigation plans, and processes.

• Drives the collaboration and leverages other teams (e.g., Supply Chain, Engineering, Sales) to ensure program processes are rigorous and executed efficiently.

• Develops processes around scope and scheduled changes for programs impacting Microsoft and communicates it to stakeholders.

• Provides deep expertise to conduct cost-benefit analyses to examine performance to value drivers (e.g., profit and loss [P&L], return on investment [ROI]) and leverages monthly business review revenue (MBR) to drive strategic and overall performance decisions with stakeholders and runs rhythms regularly to identify what is working and what is not and makes improvements accordingly.

• Identifies and scopes opportunities to develop new programs and improve current ones by performing research and analysis, driving consensus and clarity to prioritize key business goals, and identifying current program risks and mitigations.

• Improves operations of existing programs by applying industry methodology, defining crucial complex program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues.

Other

• Embody our culture and values.

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business, Operations, or related field AND 8+ years’ work experience in program management, process management, process improvement.

• OR equivalent experience.

• Experience leading distributed projects virtually.

*Additional or Preferred Qualifications *

• Bachelor’s Degree in Business, Operations, or related fieldAND 10+ years’ experience in customer support, program management, OR equivalent experience. 

• 10+ years of experience managing cross-functional and/or cross-team projects.

• PMP, DASM or other project management certifications.

Business Program Management IC6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 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 $162,000 - $299,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until September 18, 2024

#CES #CSS

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .