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Microsoft Corporation Senior Business program Manager Center of Excellence & Delivery 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

The Delivery Strategy and Design organization is looking for a seasoned Business Program Manager to join the Center of Excellence team. This role will manage and support the lifecycle of field scenarios and strategic programs, driving clarityforour customer facingroles and ensuring visibility and solutions to complex, cross organizational, field pain points.

This Business Program Manager role will work across the Customer Experience and Success organization, ATU (Account Team Unit) and STU (Specialist Team Unit) teams to assess challenges, design solutions, and create impactful field assets which provide clarity around how roles align to support customer outcomes, consumption goals, Enterprise Support agreements, and solution and operational health objectives.

The Center of Excellence team works together in support of OrchestrationMethodologyto deliveron ourConnected Customer Experiencegoals.If you are passionateaboutsolvinglarge cross company challenges, driving customer value, ensuring field delivery roleshave the clarity,guidance,and tools they need to do their job then this role is for you.

The core responsibilities for this role are as follows:

Lead thecreation and evolution of the prioritized programs leveraging the OrchestrationMethodologyto drive clarity inhow our customer facing roles, functions and digital experiences enable a connected customer experience.

Drive, coordinate and participate in the assessment, creation and evolution of all relevant delivery guidance, processes, business and tools requirements, job aides, and readiness content to support successful execution of field facing solutions and programs.

Develop and maintain plans for driving inclusive design and creating deliverables in a rapidly evolving business environment.

Recruit and lead cross group virtual project teams towards execution of program goals and creation of deliverables.

Deliver program and project deliverables aligned to Center of Excellence project management requirements and deadlines.

Establish program charter, timelines, and stakeholder maps.

Qualifications

5+ years’ Experience working in Customer Success Roles. Deep understanding of operational processes for delivery roles. Demonstrated understanding of the business models and value drivers for both Microsoft and our customers.

Executive communication skills and ability to enable the right level of message in reporting to and updating executive management.

Ability to work and create structure in complex, matrixed, and ambiguous situations and can respond flexibly in time sensitive situations.

Strong end-to-end systems thinking with process orientation; ability to develop enterprise-wide solutions and frameworks.

Strong program and project management skills; ability to drive in an environment where there are multiple concurrent strategic projects.

Strong relationship building skills to support the wide range of stakeholder connections needed to achieve results.

Well-honed written, verbal, and creative communication skills, including the ability to translate insights into content, presentations, and overall communication strategies.

High energy and a “can do” attitude. Ability to motivate both self and others for high impact.

Experience in driving change programs and dealing with change management (e.g., Prosci) and Project Management Methodologies (i.e. PMI and/or PRINCE2) a plus

Effectively collaborate with leaders in Customer Success, ATU, STU, Cross Industry Solutions (Consulting, Operations, Marketing), and proven ability to establish strong working relationships and rhythms in a matrixed environment.

Strong analytical skills, combined with a strategic orientation, as well as an aptitude for solving complex business problems.

The salary for this role in the state of Colorado is between $125,00 and $187,700.

Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits,

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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