Business Program Management

Microsoft•Redmond, WA

1d•$97,600 - $206,400

About The Position

Microsoft’s MCAPS-Core organization accelerates customer outcomes and business growth by bringing product, engineering, marketing, sales, customer success, and partners together around a common customer mission. Within Customer Service & Support (CSS), Technical Operations improves support delivery through better processes, technologies, and operating mechanisms. Intelligent Assignment Operations connects business needs with effective assignment processes, controls, and system configurations. The Business Program Manager owns assignment operations and improvement for a delivery business unit within the Central Assignment function. The role translates business requirements into effective assignment solutions, manages operational health, resolves configuration issues, and leads improvements across people, process, technology, and data. It includes evaluating program performance, planning and executing changes, managing cross-functional program portfolios, and using data and stakeholder engagement to improve operational outcomes. Microsoft emphasizes a growth mindset, innovation, collaboration, respect, integrity, accountability, and an inclusive culture.

Requirements

Bachelor’s degree in Business, Operations, Finance, or a related field and 4+ years of experience in program management, process management, or process improvement, or equivalent experience.
Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

Nice To Haves

Independent ownership of complex operational programs and influence across business and technical teams.
Strong analytical problem-solving skills and ability to translate business requirements into operational processes, configurations, and measurable improvements.
Customer support or service operations experience, preferably involving intelligent or skills-based assignment.
Experience with configuration governance, change management, reporting, workflow improvement, or automation.

Responsibilities

Collect and evaluate program success criteria, performance metrics, scorecards, and dashboards to monitor programs and align activities with business objectives.
Use data analytics to identify risks, mitigation plans, optimization opportunities, and lessons learned; help sunset programs that no longer meet objectives.
Help create and execute plans that shift priorities to new organizational initiatives, define change strategies and communications, and drive adoption through change management methods.
Develop stakeholder collateral and contribute to identifying training and reskilling needs; partner with HR and BPO vendors to ensure contractors have required skills and capabilities.
Conduct cost-benefit analyses, contribute to monthly business reviews, and run regular business rhythms to assess and improve performance.
Promote programs to stakeholders, partners, and customers, using metrics, storytelling, scorecards, and real-time dashboards to demonstrate business impact.
Define and execute program landing and communication plans, lead the rhythm of business during execution, and coordinate with cross-functional teams to ensure requirements can be met.
Contribute to or lead project portfolios, including plans, roles and responsibilities, timelines, milestones, financial management, performance metrics, and resource needs.
Communicate program status and risks, and hold stakeholders accountable for schedules, risk mitigation plans, and established processes.
Map processes and system interactions; work with other teams and senior stakeholders to ensure rigorous, secure, efficient program processes and communicate scope and schedule changes.
Research program landscapes, forecast, analyze business trends, identify stakeholders and scope, and account for business goals and priorities.
Define and track program success criteria and performance metrics, and identify data needed for data-driven decisions.
Work with cross-functional stakeholders to design compliant programs from initiation through delivery and produce collateral that incorporates stakeholder needs and business objectives.
Identify opportunities for new programs and improvements; analyze root causes, define strategy and requirements, align stakeholders, identify resources, and create project plans and targets.
Improve existing program operations by diagnosing complex issues, assessing scenarios, selecting solutions, simplifying processes, and incorporating security principles into planning.
Embody Microsoft’s culture and values.