Business Program Management

Microsoft•Redmond, WA

About The Position

The Business Program Manager will own assignment operations and improvement for a delivery business unit within Microsoft’s 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 is part of Intelligent Assignment Operations within Customer Service & Support (CSS), which supports consistent, efficient, high-quality customer support by connecting business needs with effective assignment processes, controls, and system configurations. The position involves planning, designing, executing, and improving complex business programs. The manager uses success criteria, operational data, scorecards, dashboards, and analytics to evaluate performance, identify risks and opportunities, and guide decisions. The role coordinates across business and technical teams, manages stakeholder alignment and communications, supports change adoption, and ensures program plans incorporate security principles and applicable requirements. The role is classified as Business Program Management IC4. Microsoft states that the typical U.S. base pay range is $97,600–$188,400 per year, with a range of $125,000–$206,400 per year for the San Francisco Bay Area and New York City metropolitan area. Certain roles may be eligible for benefits and other compensation. The position requires passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

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 ability to 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 and performance metrics, using scorecards and dashboards to monitor complex programs and alignment with business objectives.
Use data analytics and scenario analysis to identify program insights, risks, mitigation plans, and opportunities to streamline or optimize programs; plan to sunset programs that no longer meet objectives.
Apply leadership direction and strategy to help shift priorities toward new organizational initiatives, influence behavior, and define and communicate change-management plans.
Drive adoption of new programs or changes through change-management methods, stakeholder onboarding collateral, and identification of training and reskilling needs in partnership with HR.
Partner with business process outsourcing vendors to ensure contractors have the required skills and capabilities.
Conduct cost-benefit analyses against performance and value drivers, contribute to monthly business reviews, and run regular operational review rhythms to identify and address what is working or not working.
Evangelize programs to stakeholders, partners, and customers; use metrics, scorecards, dashboards, and storytelling to demonstrate program value and business impact.
Develop and execute landing and communication plans, adapting communication to the audience and business needs and taking Microsoft security principles into account.
Lead the rhythm of business during plan execution and coordinate across teams to ensure program requirements are understood and can be met.
Contribute to or lead portfolios of projects, including plans, roles and responsibilities, timelines, milestones, financial management, metrics, and resource needs.
Communicate program status and risks to stakeholders and hold them accountable for schedules, risk mitigation plans, and processes.
Use process-flow mapping to understand how systems work and affect one another; work with partner teams and senior stakeholders to execute program processes efficiently and rigorously.
Develop processes for managing program scope and schedule changes and communicate them to stakeholders.
Research and analyze the program landscape, forecast, and examine business insights and trends to define stakeholders and program scope and remain current and competitive.
Define and track program success criteria and performance metrics, and identify the data needed for data-driven decision-making.
Work with cross-functional stakeholders to design complex programs that comply with security, privacy, and regulatory requirements, from initiation through delivery, with minimal coaching.
Create proposals, strategy presentations, and other internal or external collateral that incorporate stakeholder needs and support business objectives.
Identify opportunities to create new programs and improve existing programs; analyze root causes, define strategy and requirements, align stakeholders, identify resources, and create plans and targets.
Improve existing program operations by applying appropriate methodologies and best practices, diagnosing complex issues, assessing scenarios, and selecting solutions.
Bring clarity and simplification to complex program issues and incorporate security principles into planning processes.
Embody Microsoft culture and values.