Director, Business Program Management

Microsoft•Redmond, WA

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. Microsoft CE&S is one of the largest customer service organizations in the world, comprising tens of thousands of Engineers, Consultants and Architects assisting more than one billion customers worldwide. Within CE&S, the Technology Strategy & Innovation 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. As Director, Business Program Management within the Technology Strategy & Innovation team (TSI), you will be responsible for driving transformational programs with virtual teams to transform people, processes, and technology for our customers and employees. You will imagine, create and execute with an AI first approach to both the program transformation you lead, and to the way you will lead or work on programs to provide better customer service and experience, simplify the job of our engineers, drive efficiency throughout business processes, and become a showcase for our global customers. 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 8+ years experience in program management, process management, or process improvement OR equivalent experience.
6+ years of experience managing cross-functional and/or cross-team projects.

Nice To Haves

Master's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 15+ years experience in program management, process management, or process improvement OR equivalent experience.
Demonstrated experience in Enterprise Customer Support scenarios, leveraging AI to improve customer experiences
Demonstrated experience in managing product development with engineering teams
PMP, DASM or other project management certifications.

Responsibilities

Performs program landscape research and analysis. Identifies and scopes opportunities to develop new programs and improve current ones impacting Microsoft.
Manages a portfolio of projects, including creation and execution of the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for crucial programs.
Acts as a subject matter expert to drive the defining and tracking of success criteria and performance metrics.
Drives the definition of the vision and strategy for change, broad and specific impact, and the flow of communication to the organization to ensure buy in and adoption of the new program or change by others in the organization.
Acts as a subject matter expert to evangelize crucial programs to stakeholders, partners, and customers to gain buy in. Sets best practices to define and executes on a landing and communication plan, such as the target audience(s) and communication strategy.
Understands Microsoft technologies, and how they operate. Acts as subject matter expert to drive others to understand mapping or how systems work and impact one another.
Provides deep expertise to conduct cost-benefit analyses to examine performance to value drivers.
Utilizes direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly.
Executes on program plans/workstreams to deliver operational ready capabilities (tools, process, people) in proof of concept/pilot to demonstrate value to business stakeholders
Using extensive data analysis to understand program progress, identify risks, provide mitigation and make critical decisions.
Demonstrates strong interpersonal skills which will cultivate collaborative approaches to influence and deliver results. Moving with agility in sometimes ambiguous situations.
Improves operations of existing programs by applying industry methodology, defining crucial complex program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues
Embody and promote Microsoft’s culture and values