Business Program Management

Microsoft

About The Position

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. The purpose of the MCS Program Manager is to ensure the seamless integration and effective delivery of support offerings within Customer Service & Support (CSS). By coordinating efforts across multiple stakeholders, aligning operational priorities, and driving cross-organizational collaboration, the Program Manager is dedicated to delivering a consistent, high-quality customer experience while supporting business objectives and operational excellence. 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.

Requirements

Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement OR equivalent experience.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Nice To Haves

Master's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement OR equivalent experience.
Candidates should demonstrate strong program management skills, proven experience with cross-functional collaboration, and a deep understanding of support delivery frameworks. Familiarity with workforce management, capacity planning, and change management processes is essential. Excellent communication and problem-solving abilities are required to effectively advocate for CSS initiatives and drive operational improvements.
Adaptability to rapidly changing environments, a proactive and innovative mindset, and exceptional emotional intelligence. Strong interpersonal skills, the ability to build trust and influence stakeholders without direct authority, and resilience in the face of ambiguity are also highly valued.
Delivary Readiness Program Manager may include a master’s degree in business administration or a related discipline, certifications such as Project Management Professional (PMP) or ITIL, and experience working with cloud-based support models or mission-critical environments. Familiarity with data analytics tools, process automation, and digital transformation initiatives is also advantageous. Additionally, a track record of leading large-scale programs, managing geographically dispersed teams, and implementing continuous improvement methodologies (e.g., Lean, Six Sigma) would further distinguish a strong candidate.