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Microsoft Corporation Senior Program Manager in Boston, Massachusetts

Microsoft Digital is responsible for building, managing, and securing the products, processes, and services that our company runs on. Microsoft Digital helps all Microsoft employees get their jobs done, by strategically managing and maintaining horizontal platforms such as SAP, Adobe, our business applications such as Dynamics 365, productivity, and collaboration experiences like Teams and SharePoint. As the first customer of our own products and services, Microsoft Digital’s charter is to influence and work with engineering teams across the company to build and grow the cloud products and services we deploy to enterprise customers at scale across the globe. The Customer Experience (CX) org within Microsoft Digital plays a critical role in the company’s digital transformation as we build and run the services to power and transform marketing, retail, commerce, industry solutions, and customer support & success for Microsoft.

Our team is looking for a Senior Program Manager to help us deliver best-in-class experiences for Microsoft Support. The individual is expected to understand customer requirements for Microsoft support businesses and work with our product and customer service organizations to build roadmap of features and capabilities to improve customer service agent satisfaction and end customer satisfaction.

Responsibilities

  • Define strategic vision and roadmap for features of support tools

  • Design features by converting complex requirements, metrics, and policy into technical feature specifications and designs.

  • Ability to work independently in highly ambiguous environments, with engineering, operations and relevant business groups across Microsoft.

  • Communicate to senior decision makers & stakeholders in a clear & compelling way

  • Stellar cross group collaboration, able to drive decisive action in partnership with others in a large & diverse organization and deliver results that depend on broader Microsoft organization.

  • Close partnership with the Dynamics 365 product teams to identify, develop and customize in product capabilities that will benefit both Microsoft 1st Party & 3rd Party customers.

  • Define targets for key business KPIs, and track and report progress on them.

  • Help lead and champion a team culture that embraces diversity.

Qualifications

Required Qualifications:

  • 8+ years experience in product/service/project/program management or software development

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

  • Bachelor's Degree in Computer Science, Engineering, Business Management, Business Administration or related

Preferred Qualifications:

  • Knowledge of Dynamics 365 or any business application such as Salesforce, SAP or Oracle.

  • Knowledge of business processes in Customer Service and Support for Microsoft or other large businesses

  • Outstanding, multi-year performance history as a Program or Product Manager

  • Proven ability to align a team behind a customer-focused vision and deliver against plan.

  • Ability to communicate effectively with both technical and non-technical individuals.

  • Excellent oral and written communication skills.

  • Hard-working, self-critical, and a great collaborator.

  • Thrive in a fast-paced work environment and you want to make the biggest impact possible for the company.

This position's preferred location is Redmond, Washington or Atlanta, Georgia.

Relocation assistance would be provided.

Open to consideration for remote.

#MSD_CX

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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